Knowledge and Change Management

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!

As a Knowledge and Change Management at OnePay, you will own and drive the strategy, development, and maintenance of operational knowledge and change enablement practices across OnePay Operations. You will manage a team of content writers and change managers. Your focus is ensuring that customers, frontline and operational teams have access to clear, up-to-date information and are supported through operational changes that impact processes, systems, and policies. This role will partner closely with cross-functional teams including Operations, Process Engineering, Training, Product, and Compliance to ensure smooth and effective adoption of change. This role will impact OnePay’s vision by building accessible knowledge and seamless change support, enabling better customer outcomes. This role sits within the Operations teams and reports to the Head of Ops Support.

This role is responsible for: 

• Managing, coaching, and developing the Knowledge Management and Change Management team

• Creating and implementing a scalable knowledge management strategy, framework, standards, and systems tailored to Operation’s needs.

• Ensuring consistency, clarity, and accuracy of Ops-owned knowledge assets.

• Leading Change Management efforts across Operations — coordinating stakeholders, content, and timelines to ensure operational readiness for new initiatives.

• Ensuring successful change implementation through intake and grooming to rollout of all components required, including knowledge, agent training / communication, and tools.

• Monitoring and reporting on the quality of support provided to stakeholders and effectiveness of materials, iterating on feedback for continuous improvement.

• Leading efforts to improve knowledge utilization and efficacy and to reduce knowledge gaps and friction in day-to-day Operations work.

• Partnering with Compliance, Operations, Product, Process Engineering, and other teams to ensure frontline content aligns with live processes and tools.

• 8+ years of experience in knowledge management, change management, or operations support

• Familiarity with operational processes in a fast-paced environment, preferably consumer banking or financial services

• Experience managing a team of writers or building an effective knowledge management framework.

• Exemplary organization, coordination, and communication skills

• Expertise in managing relationships and balancing resources to support cross-functional stakeholders with competing priorities

• Comfort navigating ambiguity and adapting to changes in direction

• Ability to manage multiple concurrent initiatives and think holistically for connectivity between components

• Strong commitment to supporting others and focus on customer experience

• Self-motivation and results-orientation

• 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.

• Initial Interview with Talent Partner

• Technical or Hiring Manager Interview

• Team Interview

• Executive Interview

• Offer!

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.