Operations Support - Knowledge 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

• Credit card program

• Buy-now-pay-later installment loans at Walmart

• Prepaid mobile service

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 Manager at OnePay, you’ll own the creation and maintenance of internal and customer-facing documentation that drives clarity and outcomes. You’ll take full ownership of your work—from gathering inputs to driving reviews and publishing final content. You will support the Operations, working with various stakeholders at all levels to gather requirements and gain approvals in a timely manner. You will also be responsible for supporting various knowledge initiatives to ensure knowledge remains relevant and effective for the users. This role will impact OnePay’s vision by building accessible knowledge delivered when needed, enabling better customer outcomes. This role sits within the Operations team and reports to the head of Knowledge and Change Management.

• Writing clear, concise, and user-focused documentation for both internal teams and customers

• Building knowledge that’s useful, accurate, and actionable—helping teams and customers get what they need, when they need it

• Owning content from start to finish, gathering input, and driving timelines

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

• Monitoring and supporting improvement through gap analysis and feedback gathering, including focus groups

• Communicating with Change Management and leadership to provide status updates and blockers

• Bachelor’s degree in English, Technical Writing, Library Science, or a related field

• 3+ years of experience in knowledge management, technical writing, or a related field

• Excellent written and verbal communication skills, with the ability to explain technical and financial concepts clearly and concisely

• Strong attention to detail, critical thinking skills, and the ability to work independently and as part of a team

• Experience with standard documentation and change management tools and software such as Jira

• Relentless customer focus and drive to ensure the results provided support the business effectively

• Relationship management skills to understand and support the business

• Comfort navigating ambiguity and adapting to changes in direction

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

• Self-motivation and results-orientation

• Prefer familiarity with operational processes in a fast-paced environment, especially consumer banking or financial services

• Experience working for a financial services company is strongly preferred

• 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 [email protected].