Senior Program Manager, Customer Success

Job Description:

Remitly's vision is to transform lives with trusted financial services that transcend borders. Since 2011, we have been tirelessly delivering on our promises to people who send money around the world. Today, we are reimagining global financial services and building products that extend beyond traditional barriers to give customers access to more of the services they need, no matter where they call home. Join over 2,700 employees worldwide who are growing their careers with purpose and connection with our customers while having a positive impact on millions of people around the globe.

About the Role:

As a CS Senior Program Manager at Remitly, you will be responsible for customer and business outcomes across our global partner network and operations teams. You're passionate about building great customer experiences and solving complex problems by creating workflows that optimize resolution for our customer service teams. You have previous experience in Customer Service and/or Operations leadership, and ideally have a background in data or business analytics. You will report to the Senior Manager, CS Money Movement.

This is a role with hybrid work schedule (2-3 days in office) to support team collaboration and is based in Remitly's office in Seattle, Washington.

You Will:

• Develop a customer service framework to grow money movement experts that can increase our customer satisfaction, and partner with our outsourcing team for implementation.
• Improve recontact rates by root cause elimination in partnership with relevant teams
• Optimize partner compliance (third parties) related CS workflows (KYC/Ofac).
• Optimize error resolution; this includes analyzing how frontlines resolve money movement issues and evolve our error reporting to improve performance.
• Guarantee CS readiness for major consumer product releases.
• Develop and maintain processes and policies for money movement-related issues that affect customer experience
• Own Virtual Assistant workflow performance, and partner with the digital support team to improve resolution rates.
• Proactively analyze opportunities for improvement in our partner network, encompassing both operational and product friction experienced by customers
• Build and maintain a feedback loop between our customers, frontline employees, and the product/program teams in order to surface emerging issues and drive change.
• Report on metrics to measure program success.

You Have:

• 5+ years of experience in program management or operations leadership.
• 2+ years of experience in customer success/customer service organizations
• Experience leading end-to-end program delivery across large teams
• Excellent analytical skills with the ability to tailor analysis to explain trends and patterns
• Able to collaborate and lead results with cross-functional teams
• Experience working closely with product teams to influence project-level decisions and roadmap prioritization.
• Passionate about customer experience and willing to sweat the details and dive in to solve customer pain points
• Proven success communicating well, and leading change with stakeholders and senior leaders

Compensation Details. The starting base salary range for this position is typically $116,000 - $135,000.. In the U.S., Remitly employees are shareholders in our Company and equity is part of our total compensation plan. Your recruiter can share more information about medical benefits offered, as well as other financial benefits and total compensation components offered with this role. #LI-Hybrid

Our Benefits:

• Flexible paid time off
• Health, dental, and vision + 401k plan with company matching
• Paid parental, medical, military and family care leave
• Mental Health & Family Forming Benefits
• Employee Stock Purchase Plan (ESPP)
• Continuing education and travel benefits

We are committed to nondiscrimination across our global organization and in all of our business operations. Employment is determined based upon personal capabilities and qualifications without discrimination on the basis of race, creed, color, religion, sex, gender identification and expression, marital status, military status or status as an honorably discharge/veteran, pregnancy (including a woman's potential to get pregnant, pregnancy-related conditions, and childbearing), sexual orientation, age (40 and over), national origin, ancestry, citizenship or immigration status, physical, mental, or sensory disability (including the use of a trained dog guide or service animal), HIV/AIDS or hepatitis C status, genetic information, status as an actual or perceived victim of domestic violence, sexual assault, or stalking, or any other protected class as established by law.

Remitly is an E-Verify Employer

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.