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Senior Product Manager, Disputes & Agent Enablement

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OnePay

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Location:
India , Noida

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Category:
IT - Software Development

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

OnePay is seeking a high-potential Product Manager (PM) to join our Agent Servicing team. You will be the critical bridge between our Global Product team and our Frontline Operations centers in India. While our roadmap is set globally, the reality of our product lives on the operations floor. You will be the "boots on the ground," responsible for managing the complex domain of Disputes & Claims while simultaneously ensuring our Agent Tools (especially cutting-edge AI Co-Pilots) are successfully adopted by the people who need them most, with a strong feedback loop in place for improvements.

Job Responsibility:

  • Own the Disputes Product Experience (50%): Workflow Logic: Manage the end-to-end "Happy Path" and exception flows for customer disputes (Fraud, Billing, Service issues) within our internal tools (Retool, Zendesk)
  • Self-Service Management: Own the operational logic for our in-app Disputes Self-Service flows. You will determine what questions we ask customers to automate claims and reduce contact volume
  • Requirements Gathering: Translate complex banking regulations and operational needs into clear User Stories and PRDs for the engineering team
  • Drive AI Tooling Validation & Adoption (30%): The "First Tester": You will be the first line of defense for our new Agent Tooling Initiatives. You will test these tools side-by-side with agents to validate accuracy before full rollout
  • Feedback Loops: Establish structured feedback channels. Instead of vague reports, you will provide the US Tech Leads with concrete examples of issues, "hallucinations", or tuning opportunities from the production floor
  • Change Management: Drive the adoption of new features on the floor. If a tool isn't being used, your job is to find out why and fix the friction
  • Operational Intelligence (20%): Shadowing & Empathy: Spend dedicated time shadowing Agents (Voice, Chat, Disputes Ops) to identify bottlenecks that remote Product Managers might miss
  • Data Analysis: Monitor key metrics like Disputes Auto-Resolution Rate, Agent Co-Pilot Usage, and Back Office Handle Time to prioritize your backlog

Requirements:

  • 6-8 years of experience in Product Management, Business Analysis, or Product Operations
  • Experience in FinTech, Payments, or Customer Support Operations (CS/CX) is highly preferred
  • Understanding of Disputes/Chargebacks is a massive plus
  • Comfortable working with internal tooling platforms (e.g., Retool, Zendesk, Salesforce) and issue tracking (Jira)
  • Comfortable using data (SQL is a plus) to prove a point
  • You are the translator between Ops Agents and Software Engineers. You can speak both languages fluently
  • You are willing to roll up your sleeves, sit on the call center floor, and dig into the details to solve problems
What we offer:
  • Competitive salary, stock options, and benefits from Day 1
  • Comprehensive health insurance coverage (health insurance, accident and disability insurance, term life insurance), including mental health support and wellness programs
  • Hybrid work model (Noida BPO office three days a week), various time off programs (vacation, sick, other paid leaves, and paid regional holidays)
  • Monthly transport and work-from-home allowances
  • A high-growth, mission-driven, inclusive culture where your work has real impact

Additional Information:

Job Posted:
February 21, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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