Operational Readiness, ONE
Agent Tools
$100-160k
+ Equity
Ethical personal finance platform
Open for applications
Ethical personal finance platform
501-1000 employees
Open for applications
$100-160k
+ Equity
501-1000 employees
Company mission
To help people live healthier financial lives.
Role
Who you are
- 7+ years of experience in Operations, Product Operations, Customer Experience, or a related field — preferably within high-growth fintech or banking environments
- Proven experience managing people or teams, with the ability to coach, guide, and motivate direct reports or vendor-based contributors
- Strong project management skills with a proven ability to manage multiple initiatives and drive them to successful completion
- Exceptional cross-functional communication skills, including the ability to challenge assumptions, clarify requirements, and drive alignment across teams
- Experience gathering business and operational requirements and translating them into clear tooling needs
- Solid understanding of agent workflows, case management systems and CRMs and how tools and systems impact agent efficiency and customer outcomes
- Analytical mindset with the ability to assess tooling impacts on operational metrics such as AHT and first contact resolution
- Comfort operating in fast-paced, ambiguous environments and leading initiatives through change
- Passion for elevating agent experience and customer outcomes through operational excellence
What the job involves
- As the Operational Readiness - Agent Tools, you will play a critical role in ensuring our frontline and back office agents are fully equipped with the tools, systems, and information they need to deliver outstanding customer service
- You will own the end-to-end tooling readiness process, partnering closely with Product, Operational Business Leads, Compliance, Change Management, Knowledge Management, Training, and Workforce Management to design, test, and launch tools that drive agent success and operational efficiency
- In this role, you'll be responsible for the full lifecycle of agent tooling — from defining requirements, shaping solutions, and managing testing and bug triaging, to leading rollout and implementation across our global agent network
- You’ll also lead a dedicated group of testing agents, using their insights to continuously test, validate, and improve agent tools — with scale and growth top of mind
- Your work will directly impact agent experience, customer satisfaction, and key operational metrics such as Average Handle Time (AHT), quality, and first contact resolution
- This role sits within the Operations team and reports to the head of Operational Enablement
- If you are passionate about agent enablement, operational excellence, and building high-impact solutions that bridge customer and business needs, this role is for you
- Serve as the primary owner for agent tooling testing and readiness, ensuring agents have the right tools to properly service customer contacts across all channels such as calls, chats, email etc
- Lead the shaping and validation of agent tooling requirements, partnering with cross-functional teams like Product, Process Engineers, UI Engineers and Business leads to define or finalize tooling solutions as needed
- Lead end-to-end User Acceptance Testing (UAT) for tools used by agents or FTEs within operations, using structured testing approaches with a group of dedicated beta agents to surface bugs, usability issues, and enhancement opportunities
- Partner with Training and Knowledge Management teams to ensure agents receive the proper enablement and documentation alongside tool launches
- Gather feedback from agents and support teams post-launch to propose continuous improvements to agent tooling and experiences
- Serve as the voice of the agent in all tooling discussions, ensuring that agent efficiency and customer experience remain top priorities
- Act as a critical leader in operational product launches, ensuring tool readiness from planning through full production rollout
Application process
- Initial Interview with Talent Partner
- Technical or Hiring Manager Interview
- Team Interview
- Executive Interview
- Offer!
Our take
Banks have a poor image and are often perceived to not care about their customers. ONE Finance has the financial well-being of its clients at the heart of what it does. Offering equal access to high-yield savings rates and affordable credit that grows. Its signature feature is the ability to organize money in multiple sub-accounts that ONE calls “Pockets,” whether to pay specific bills or save toward goals. You can also set up shared “Pockets” with partners or friends for joint saving objectives.
ONE is part of a new wave of digital banking apps that have the potential to disrupt traditional legacy systems, driven by European firms such as Triodos in the Netherlands. ONE Finance is clear that it doesn’t use deposits for anything that exploits the Earth's resources or is involved in the arms trade, setting it apart from other recent endeavours from Monzo and Revolut who aren’t so forthcoming about where its funds are invested.
In 2022, ONE was acquired by Hazel, a FinTech company which was launched by Walmart and Ribbit Capital and which also acquired Even Responsible Finance at the same time. The companies have merged under the ONE brand, combining workforces, products and operating budgets, and will benefit from Walmart's support and marketing reach.
Freddie
Company Specialist at Welcome to the Jungle
Insights
68% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Aug 2021
$40m
SERIES B
Mar 2020
$17m
SERIES A
Total funding: $66m
Company benefits
- Benefits effective on day one
- Early access to a high potential, high growth fintech
- Generous stock option packages in an early-stage startup
- Remote friendly (anywhere in the US) and office friendly - you pick the schedule
- Flexible time off programs - vacation, sick, paid parental leave, and paid caregiver leave
- 401(k) plan with match
Company HQ
Civic Center, New York, NY
Leadership
Brian Hamilton
(Chief Commercial Officer)Started their career at Wells Fargo Foreign Exchange before leaving after almost 8 years to join Clear2Pay in 2006. They founded Isomer Labs, PushPoint, and Azlo before starting One as CEO in February 2019.
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