Senior Product Manager, Customer Interactions

OnePay-posted 3 months ago
Full-time • Senior
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We are seeking a Senior Product Manager to lead the Customer Interactions domain at OnePay, covering both our RAG-powered customer service chatbot and IVR experiences. This is a critical role responsible for shaping and executing the strategy for how our customers self-serve and engage with us across conversational servicing channels. The ideal candidate will combine deep product management expertise, conversational AI experience, and technical fluency to drive innovation and outcomes in partnership with engineering, compliance, operations, and analytics.

  • Own the end-to-end product vision and roadmap for customer servicing interaction channels (chat + voice/IVR).
  • Drive customer servicing chatbot and IVR user experience, including prompt engineering, flows, and ongoing improvements to optimize containment and customer satisfaction.
  • Lead the chat and IVR capabilities stack, supporting partner integrations, new tools/data, and platform improvements in close collaboration with engineering.
  • Oversee bot governance, ensuring alerts, controls, remediation reviews, and compliance fixes are maintained and continuously improved.
  • Partner with analytics to leverage dashboards and proactively drive improvements that increase channel containment and CSAT.
  • Establish strong, cross-functional relationships with engineering, compliance, QA, operations, and product teams to ensure alignment and smooth execution.
  • Influence the direction of our AI platform by identifying opportunities for new capabilities and enhancements.
  • 10+ years of product management experience, with at least 2+ years in conversational AI (chatbots, voice/IVR, NLP/NLU platforms).
  • Strong technical aptitude with the ability to engage deeply with engineering teams on integrations, platform enhancements, and system design trade-offs.
  • Proven ability to manage complex, cross-functional programs, particularly in regulated environments.
  • Experience with RAG, LLM-driven experiences, or other advanced conversational/agentic AI frameworks is a strong plus.
  • Excellent communication and stakeholder management skills; able to influence across compliance, operations, engineering, and executive teams.
  • Strong data orientation; skilled in using analytics and dashboards to identify trends and drive proactive improvements.
  • Drive and proactivity - everyone here is a builder and executor.
  • Competitive base salary, stock options, and health benefits from Day 1.
  • 401(k) plan with company match.
  • Remote-friendly (US), flexible time off (FTO), and opportunities for growth.
  • A high-growth, mission-driven, inclusive culture where your work has real impact.
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