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 dont have enough money in savings to cover a minor emergency. They pay too much in fees dont have access to credit at affordable rates and have little ability to grow their wealth. OnePays 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 bestinclass experience to millions of customers. Our products include:

• Checking and highyield savings accounts

• Domestic and international peertopeer payments

• Credit Builder and credit score monitoring

• Digital wallet / contactless payment solutions

• Buynowpaylater 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 worlds largest omnichannel retailer and have an industryleading multiproduct value proposition all in addition to having some of the best people and talent in the industry.

Theres never been a better time to build a categorydefining business and there has rarely been a team better positioned for the opportunity. Join us!

The Role

As the Manager of Training at OnePay you will own and drive the strategy development and of training programs across OnePays Operations organization. You will lead a lean internal team while overseeing training delivery across 1000 agents supported by our global BPO partners. Your focus is to ensure that every agent is equipped with the knowledge confidence and skills to deliver fast empathetic and highquality supportstarting from new hire onboarding through ongoing support.

This role partners closely with crossfunctional teams including Operations Compliance Workforce Management Change Management and Vendor Management to deliver a consistent scalable and effective training experience. Youll also work directly with BPO training leads to align delivery across sites and ensure readiness for rapid product and process changes.

This role sits within the Operations team and reports to the head of Operational Enablement. Your impact will be measured by improved ramp time completion rate QA performance CSAT and agent productivityhelping us evolve our training organization from the inside out.

What Youll Do

• Set the Strategy: Build and lead the training roadmap ensuring alignment with internal and external stakeholders.

• Own : Drive endtoend training lifecyclefrom New Hire onboarding and Nesting to ongoing refreshers upskilling targeted training for back office functions and product enablement.

• Lead a Team: Manage instructional designers and training operations staff; coach and develop team members while keeping delivery spy and scalable.

• Oversee the delivery of regular TraintheTrainer (TTT) sessions to BPO trainer counterparts ensuring consistent highquality delivery across all vendor locations.

• Measure What Matters: Create KPIs and scorecards for training effectiveness linking training to real outcomes (Completion rate QA CSAT AHT ramp time).

• Be the Bridge: Own the relationship with BPO training teams and drive consistency across partners.

• Comfortable rolling up their sleeves. Whether its reviewing a slide deck or jumping into a classroom to coach a trainer.

• Maintain the learning management systems for OnePay Operations.

• Leverage AI: Integrate AI tools like ChatGPT to build training scenarios outlines knowledge checks and materials in a streamlined fashion.

What You Bring

• Bachelors Degree or an equivalent of the same is also acceptable for the position.

• 8 years of experience in a training or learning & development leadership rolepreferably in Captive or BPO customer support or fastgrowth tech environments.

• Financial Services experience is preferred.

• A deep understanding of adult learning principles experiential learning and digital/remote training environments.

• Proven experience leading TTT programs managing vendor training partners and building performancelinked enablement programs.

• Experience setting and tracking KPIs like QA scores CSAT AHT and agent ramp time.

• An actlikeanowner mentality. We have a bias toward taking action.

• Self motivated and resultsoriented demonstrates high initiative and provides leadership and in a fastpaced evolving environment.

• Humble Hungry Honestand ready to own the outcome.

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 realworld 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

Required Experience:

Manager