Hybrid Senior Product Manager, Disputes – Agent Enablement

at ONE

• Job title: Senior Product Manager, Disputes – Agent Enablement
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: SQL
• Location requirements: Hybrid, Noida, India

About the role

• Product Manager for OnePay's Agent Servicing team. Bridging Global Product with Frontline Operations to manage Disputes & Claims.

Responsibilities

• 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 don't just say "it's slow," you say "it adds 14 seconds to handle time."
• 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.

Benefits

• 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