Senior Product Manager, Customer Interactions

Senior Product Manager

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. You will :

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.

Success in this role looks like :

Delivering high-velocity improvements (prompt changes, integrations, enhancements) with airtight stakeholder alignment.

Achieving increased containment and CSAT across chat and IVR.

Establishing OnePay as a leader in conversational AI-driven customer interactions.

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

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 talent@onepay.com.