If you like owning the machine, tightening the bolts, and keeping the wheels turning without outages or sloppy errors, this role is built for you. You’ll run onboarding and change control like a disciplined operation, coach a team, and protect the integrity of a payments platform that cannot afford mistakes.
About One Inc
One Inc provides insurers a digital payments platform designed to improve retention, reduce security risks, and lower processing costs. They support premium and claims payment experiences at scale, managing billions in payments annually.
Schedule
- Full-Time
- Remote (United States)
- Pay range: $80,000–$100,000/year
- Reports to: Director of Payment Operations
- After-hours support as needed
- Job listed as Non-Exempt
What You’ll Do
- Own end-to-end change control within the payment system environment to ensure updates happen cleanly and without disruptions
- Build and execute onboarding project plans with timelines, milestones, and stakeholder alignment
- Partner with internal teams and external clients to gather requirements, manage expectations, and keep onboarding on track
- Create and maintain onboarding documentation (user guides, training materials, FAQs)
- Train the team on onboarding and change management functions as processes evolve
- Act as escalation point for onboarding and change management issues, providing guidance and support
- Manage and process merchant change requests (account updates, processing modifications, configuration changes)
- Ensure service queues are cleared within SLA expectations (coverage, response times, accuracy, satisfaction standards)
- Analyze change management activity to identify risk, root causes, and areas for improvement
- Troubleshoot merchant processing configuration issues and drive resolution
- Monitor individual contributor work for accuracy, efficiency, and adherence to controls
- Design and enforce operational checkpoints to prevent change request errors
- Maintain audit-ready documentation and ensure compliance with internal policies and regulatory requirements
- Maintain issue logs and proactively resolve operational inefficiencies
- Improve onboarding workflows to increase efficiency and merchant satisfaction
- Ensure timely, accurate onboarding for Digital Payments clients and upstream partners
- Develop and maintain reporting to keep partners and departments informed
- Conduct 2–4 audits per week for change management requests
- Hold weekly 1:1s for coaching, performance support, and accountability
- Collaborate with the Director of Payment Operations to remove blockers and keep delivery consistent
- Support additional duties and operational needs as assigned
What You Need
- 3–5 years in payment processing (or closely related field)
- 3–5 years management experience
- Strong change control and error-prevention mindset with high attention to accuracy
- Strong investigative and analytical skills with an ability to find root cause
- Proficiency in Microsoft Office
- Proficiency in JIRA and Salesforce (required)
- Strong client-facing communication and teamwork skills
- Strong organization, time management, and ability to prioritize across volume
- Ability to think strategically while still executing tactically
- Bachelor’s degree in Business, Project Management, or equivalent relevant work experience
- 3+ years in payment processing or merchant onboarding in the payments industry
- Payments/insurance experience as a Payment Facilitator or similar role (preferred)
Benefits
- Medical, dental, and vision insurance
- Life insurance
- Stock options
- Work/life balance focus
- Promotion-from-within culture
This one’s not a “keep the lights on” role. It’s “make sure the lights never flicker” leadership.
Happy Hunting,
~Two Chicks…