Director of 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 Customer Success Director of Global Delivery at Remitly, you will join a global team of over 2,000 customer success professionals across 7 countries and play an important senior leadership role. Your focus will be to help transform the traditional global remittance industry, specifically through helping to lead and improve a world-class customer success team, that delights and services our global customers through well managed operations and processes. You will be a steward and beacon of our customer-centric culture serving those who serve our customers, bringing experience and cutting edge ideas to help us delight our customers. 

We are looking for someone who is customer-centric and thinks backwards from their perspective. As we rapidly continue to scale our global operations, you will need to bring a proven ability to understand and translate complex global customer, risk, and compliance requirements across a multi-product environment into elegant well managed customer-centric solutions that enable our team to deliver delightful experiences while we also continue to strengthen our first line of defense in a customer-centric way.  We are looking for an expert in financial services risk operations with experience leading, scaling, and innovating customer-centric solutions that also improve risk posture across customer due diligence, KYC, AML, and protecting our customers through preventing fraud and scams.

You will bring global operational experience and a global mindset to the team augmented with the ability to use data, analytics, and technology to drive insights and results. You will need to be a leader who understands the power of technology and how it can ensure a better experience for our customers and agents. You are a change agent who has experience leading complex change and technology transformation across multiple operational sites with excellence. You will partner across product, engineering, risk, analytics and compliance teams and lead to win as one team inspired by our customers. You will report directly to the Vice President and Head of Global Customer Success. This position is based in Seattle, Washington with international and domestic travel up to 25-50% of the time required.  

You Will:

• Partner closely with customer success leadership team to create leverage using your operational experience
• Help augment and coach leaders in customer success to transfer your financial services and risk management expertise
• Lead audit and exam responses for customer success and develop and coach these competencies into the team
• Ensure that operational strategies contribute to the overall success of the business in partnership with product, business management, and compliance.
• Partner product teams to build effective mechanisms to measure and manage the quality and efficiency of tasks 
• Identify inefficiencies in existing processes and implementing improvements 
• Continue to evolve the first line of defense and proactively identify operational risks or issues and working closely with internal, external partners and stakeholders for solutions
• Develop and execute operational projects and initiative roadmaps to ensure ongoing performance, process or tool improvements and scalability
• Identify and contribute to the creation of new metrics, KPIs, reporting and monitoring to drive operational excellence
• Monitor and analyze performance data to ensure targets are met, addressing performance gaps and developing strategies to improve outcomes
• Ensure optimal use of resources, including workforce, technology, and budget. Overseeing the allocation and management of operational resources to meet business demands
• Lead, develop, and mentor multiple complex program teams and operations areas
• Drive team and individual success against key performance indicators (KPIs) for areas of responsibility
• Nurture communication and feedback loops inside the team and throughout the company to leverage insights and learning to their fullest potential

• Lead and manage organizational change initiatives in partnership with the Change Management Team related to operational processes and communicating changes
• Ensure compliance with industry regulations and standards and implementing and maintaining quality management systems

You Have:

• 15+ years experience in banking or financial sectors, with increasing responsibility to lead complex customer-facing regulated operations, both internally and externally
• 15+ years experience managing large teams and collaborating globally
• 10+ years experience in risk management, consumer compliance, internal controls, QA testing, fraud prevention, or auditing.
• 10+ Experience leading teams in global operations that operate within a 24×7 environment and a willingness to adjust schedules to accommodate emerging business.
• 10+ years working with operations analysis methodologies, data-driven operations, and technology transformation. 
• 5+ years of experience leading and responding to audits and regulatory exams in complex global financial service environments
• Data-driven, with the ability to tailor analysis to explain trends and patterns
• Bachelor's degree required

Compensation Details. The starting base salary range for this position is typically $160,000-$200,000. 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

This is a hybrid remote/in-office role.

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.