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

As the Manager of Training at OnePay, you will own and drive the strategy, development, and execution of training programs across OnePay’s Operations organization. You will lead a lean internal team while overseeing training delivery across 1,000+ 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 high-quality support—starting from new hire onboarding through ongoing support.

This role partners closely with cross-functional teams including Operations, Compliance, Workforce Management, Change Management, and Vendor Management to deliver a consistent, scalable, and effective training experience. You’ll 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 productivity—helping us evolve our training organization from the inside out.

What You’ll Do

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

• Own Execution: Drive end-to-end training lifecycle—from 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 scrappy and scalable.

• Oversee the delivery of regular Train-the-Trainer (TTT) sessions to BPO trainer counterparts, ensuring consistent, high-quality 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 it’s 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

• Bachelor’s Degree or an equivalent of the same is also acceptable for the position.

• 8+ years of experience in a training or learning & development leadership role—preferably in Captive or BPO, customer support, or fast-growth 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 performance-linked enablement programs.

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

• An act-like-an-owner mentality. We have a bias toward taking action.

• Self motivated and results-oriented - demonstrates high initiative and provides leadership and execution in a fast-paced evolving environment.

• Humble, Hungry, Honest—and 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 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.