ONE

Senior Product Manager, Disputes – Agent Enablement

ONE

full-time

Posted on:

Location Type: Hybrid

Location: Noida • India

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Job Level

Senior

Tech Stack

SQL

About the role

  • Own the Disputes Product Experience (50%)
  • Workflow Logic: Manage the end-to-end "Happy Path" and exception flows for customer disputes (Fraud, Billing, Service issues) within our internal tools (Retool, Zendesk).
  • Self-Service Management: Own the operational logic for our in-app Disputes Self-Service flows. You will determine what questions we ask customers to automate claims and reduce contact volume.
  • Requirements Gathering: Translate complex banking regulations and operational needs into clear User Stories and PRDs for the engineering team.
  • Drive AI Tooling Validation & Adoption (30%)
  • The "First Tester": You will be the first line of defense for our new Agent Tooling Initiatives. You will test these tools side-by-side with agents to validate accuracy before full rollout.
  • Feedback Loops: Establish structured feedback channels. Instead of vague reports, you will provide the US Tech Leads with concrete examples of issues, "hallucinations", or tuning opportunities from the production floor.
  • Change Management: Drive the adoption of new features on the floor. If a tool isn't being used, your job is to find out why and fix the friction.
  • Operational Intelligence (20%)
  • Shadowing & Empathy: Spend dedicated time shadowing Agents (Voice, Chat, Disputes Ops) to identify bottlenecks that remote Product Managers might miss.
  • Data Analysis: Monitor key metrics like *Disputes Auto-Resolution Rate*, *Agent Co-Pilot Usage*, and *Back Office Handle Time* to prioritize your backlog.

Requirements

  • 6-8 years of experience in Product Management, Business Analysis, or Product Operations.
  • Experience in FinTech, Payments, or Customer Support Operations (CS/CX) is highly preferred. Understanding of Disputes/Chargebacks is a massive plus.
  • Comfortable working with internal tooling platforms (e.g., Retool, Zendesk, Salesforce) and issue tracking (Jira).
  • Comfortable using data (SQL is a plus) to prove a point. You don't just say "it's slow," you say "it adds 14 seconds to handle time."
  • You are the translator between Ops Agents and Software Engineers. You can speak both languages fluently.
  • You are willing to roll up your sleeves, sit on the call center floor, and dig into the details to solve problems.
Benefits
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Applicant Tracking System Keywords

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Hard Skills & Tools
Product ManagementBusiness AnalysisData AnalysisSQLUser StoriesPRDsOperational LogicWorkflow ManagementDisputes Auto-Resolution RateBack Office Handle Time
Soft Skills
CommunicationEmpathyProblem SolvingChange ManagementFeedback ManagementCollaborationAdaptabilityAttention to DetailAnalytical ThinkingCustomer Focus