Contact Center Operations Lead

About OnePay

OnePay is a consumer financial services app with an exceedingly simple mission: to help people achieve financial progress.

Tens of millions of Americans today are unbanked or underbanked, meaning they don't have enough money in savings to cover a minor emergency. They pay too much in fees, don't have access to credit at affordable rates, and have little ability to grow their wealth. OnePay's vision is to create a single app for consumers to save, spend, borrow, and grow their money, bringing our mission to life with simple and accessible banking, credit, and payments products that deliver a best-in-class experience to millions of customers. Our products include:

• Checking and high-yield savings accounts

• Domestic and international peer-to-peer payments

• Credit Builder and credit score monitoring

• Digital wallet / contactless payment solutions

• Buy-now-pay-later installment loans at Walmart

Why do we have a right to win? We have the backing of Walmart (a Fortune 1) and Ribbit Capital (a preeminent fintech investor), are deeply embedded with the distribution of the world's largest omnichannel retailer, and have an industry-leading multi-product value proposition — all in addition to having some of the best people and talent in the industry.

There's never been a better time to build a category-defining business and there has rarely been a team better positioned for the opportunity. Join us

The Role

We are seeking an experienced and highly strategic Director of Contact Center Operations to oversee our BPO partners supporting our US-based debit card customer service operations. This mid-level management role within the consumer retail banking sector focuses on ensuring that our customer service performance consistently meets or exceeds expectations across key operational metrics.

You will be accountable for the strategic planning, execution, and optimization of our contact center operations, driving improvements in service levels, customer satisfaction, and operational efficiency. You will manage a small but skilled oversight team and work closely with both internal stakeholders and external BPO providers to ensure seamless and high-quality customer service experiences.

Key Responsibilities:

Operational Oversight & Performance Management

• Monitor, analyze, and act on key performance metrics including service levels, customer satisfaction scores, and operational efficiency.

• Identify root causes of underperformance and implement targeted improvement plans.

• Ensure operational processes are in alignment with regulatory and compliance requirements.

Strategic Planning & Execution

• Develop short- and long-term strategies for operational excellence and continuous improvement.

• Lead the execution of operational initiatives, ensuring measurable and sustainable results.

• Use data-driven insights to anticipate challenges and proactively implement solutions.

Leadership & Team Management

• Lead and mentor a small team overseeing the day-to-day activities of front-office customer service operations.

• Foster a culture of accountability, collaboration, and high performance.

• Provide clear direction, regular feedback, and professional development opportunities.

Stakeholder Engagement & Communication

• Build and maintain strong relationships with internal teams, including senior leadership, and external BPO partners.

• Create and deliver clear, compelling presentations to various audiences, including VP-level and above.

• Provide regular progress updates, highlighting achievements, challenges, and next steps.

Site Visits & Vendor Management

• Travel internationally as required to visit BPO provider sites, observe operations, and engage directly with leadership teams.

• Collaborate with vendor leadership to align goals, share best practices, and drive performance improvements.

You Bring

• 15 years of experience in US consumer operations within the financial services industry, specifically retail banking or debit/credit card services.

• Proven track record at the Director level or above, reporting to a VP or higher.

• Strong operational management skills with a focus on measurable results.

• Demonstrated experience overseeing BPO partners and managing outsourced contact center operations.

• Exceptional communication and presentation skills, with the ability to influence across multiple levels of an organization.

• High proficiency in analyzing data and using insights to drive decision-making.

• Willingness and ability to travel internationally as required.

  Preferred

• Experience leading both strategic planning and hands-on operational execution.

• Familiarity with "fail fast" methodologies, agile decision-making, and rapid iteration.

• Expertise in regulatory requirements for US consumer banking operations.

• Strong interpersonal skills with a proven ability to build trust-based relationships.

Personal Attributes

• Analytical & Strategic Thinker – Able to dive deep into metrics, identify actionable insights, and think several steps ahead.

• Hands-On Leader – Comfortable rolling up your sleeves to directly perform and model the work you oversee.

• Influencer & Collaborator – Skilled at gaining buy-in across diverse teams and stakeholders.

• Resilient & Adaptive – Thrives in fast-paced environments and adapts quickly to change.

• Outcome-Oriented – Committed to producing high-quality results efficiently.

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 (Delhi 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

Standard Interview Process

• Initial Interview with Talent Partner

• Technical or Hiring Manager Interview

• Team Interview

• Executive Interview

• Offer

Equal Employment Opportunity

To build technology and products that are used and loved by people and solve real-world problems, we need to build a team with many different perspectives and experiences. 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. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us at

---