Disputes Operations & Strategy

About the role

The Disputes Operations & Strategy role at OnePay will manage day-to-day operations and execute our overall strategy for dispute-related workflows and servicing, with a heavy focus on AI-driven automation. This role will impact OnePay's vision by delivering simple, scalable, and technology-forward solutions to improve our operations, as well as upgrading customer-facing and agent-facing tooling to reduce regulatory, operational, and fraud risks.

Responsibilities

• Drive AI Transformation: Leverage AI, LLMs, and automation tools to continuously surface opportunities to reduce operating costs, improve customer experience, and decrease dispute complaint rates—and build the business cases to act on them.
• Own daily back-office operations for disputes workflows across multiple products, ensuring timely, accurate, and compliant case resolution through automated and hybrid workflows.
• Optimize Tooling & Vendor Performance: Deliver on operational strategy initiatives, including optimizing case management systems, integrating AI copilots, and managing BPO vendor performance.
• Perform root cause analysis when process breakdowns or quality issues occur; implement quick workarounds while owning the path to permanent, automated fixes.
• Partner with Product, Compliance, and Engineering to understand upcoming product launches, design automated workflows, and assess downstream impacts.
• Communicate operational plans, AI performance metrics, and strategic decisions clearly to internal stakeholders and executive leadership.

Requirements

• 5+ years in operations or process optimization teams, with a proven track record of scaling operations through technology and automation.
• Demonstrated ability to hands-on deploy AI tools—including LLMs, prompt engineering, workflow automation, or advanced analytics platforms—to identify process gaps, eliminate manual effort, and drive measurable efficiency.
• An Owner’s Mentality: You move fast, take accountability, and drive complex technical and operational projects to completion.
• Strong problem-solving skills, exceptional attention to detail, and a data-driven approach to tracking operational KPIs.
• Demonstrated ability to handle sensitive customer and financial information with extreme care and confidentiality.

Qualifications

• Domain Expertise: Direct experience working in the fraud, chargebacks, or disputes space.
• Regulatory Knowledge: Solid understanding of Regulation E and Regulation Z requirements, Mastercard network rules, and the standard dispute/chargeback lifecycle.
• Fintech Background: Experience working in fast-paced fintech or neobank environments.

Skills

• Expertise in AI & Automation: Hands-on deployment of AI tools.
• Analytical Instincts: Strong problem-solving skills and data-driven approach.
• Owner’s Mentality: Ability to take initiative and drive projects to completion.
• High Integrity: Handling sensitive information with care and confidentiality.

Benefits

• Competitive base salary, stock options, and health benefits from Day 1.
• 401(k) plan with company match.
• Remote-friendly (US), flexible time off (FTO).
• Opportunities for growth.

Pay

Competitive base salary, stock options, and health benefits from Day 1.

Schedule

Remote-friendly (US), flexible time off (FTO).

Company Culture

A high-growth, mission-driven, inclusive culture where your work has real impact.

Equal Employment Opportunity

We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We encourage candidates from all backgrounds to apply.