Director of Product, AI Customer Experiences

Job Description:

At Remitly, we believe everyone deserves the freedom to access, move, and manage their money wherever life takes them. Since 2011, we've tirelessly delivered on our promise to customers sending money globally, providing secure, simple, and reliable ways to manage their money, ensuring true peace of mind. Whether it's supporting loved ones back home, growing a business across continents, or pursuing new opportunities abroad, we're not just here to move money— we're here to move our global customers forward.
We're looking for builders, reimaginers, and global thinkers who want to work at the intersection of technology, trust, and transformation. If that’s you and you're ready to do the most meaningful work of your career—we invite you to join over 2,800 passionate Remitlians worldwide who are united by our vision to transform lives with trusted financial services that transcend borders.

About the Role:

Reporting to the VP of Product, this Director role blends strategic product leadership with full GM ownership—creating both product vision and results for Remitly's AI-powered customer experiences. You'll own end-to-end responsibility for scaling existing AI experiences (e.g., chat-based send flows, WhatsApp support) and launching new 0-to-1 interfaces like voice assistants and agentic bots. Your goal: increase revenue, retention, and wallet share by making remittances faster, more personalized, and more intuitive.

With full P&L and GTM accountability, you'll lead a team across product, engineering, design, marketing, and operations. You'll use a product-led growth (PLG) approach to increase onboarding, activation, and expansion—fueling efficient, customer-focused growth.

Partnering with engineering, you'll build on Remitly's Scout platform—using LLMs, contextual agents, and multi-modal delivery to ship seamless, scalable experiences. This is a high-autonomy role for a GM- ready to build a business line at the intersection of AI and global FinTech.

You Will:

• Set vision & OKRs for AI customer experiences that move important metrics such as successful money-sent conversions, CSAT and cost-to-serve.
• Define and sequence product roadmaps that use platform capabilities (orchestrator, agent, ML models, multi-channel infrastructure) to ship new remittance journeys quickly .
• Create the product vision, OKRs and roadmap—sequencing "10x" scale features and 0-1 bets.
• Define metrics, experiments and telemetry to prove product-market fit and growth hypotheses.
• Instrument PLG funnels (signup, activation, habit, expansion) and increase by A/B tests and in-product prompts.
• Understand immigrant customers' jobs-to-be-done through qual/quant research, journey analytics and in-market testing.
• Lead a "mini-business" (PM, Engg, Design, Data, Ops, Marketing, Finance, Legal & Compliance).
• Ensure experiences are and compliant with KYC/AML, FX and regional payout regulations.
• Create go-to-market with Marketing and Customer Success; measure impact through A/B tests, funnel analysis and LLM quality metrics.
• Partner with regional Growth & Marketing teams on creative that resonates in local corridors and communities.
• Represent the product with senior leadership, promoting AI best practices and influencing company-wide priorities.

You Have:

• 10 + years of product-management experience with 3 + years building support or CX platforms.
• Record launching AI- or chatbot-driven support experiences at global scale.
• Fluency in LLMs, dialog management, knowledge-graph tooling, and support Measurements (deflection %, FCR, CSAT).
• Comfort marrying qualitative insight with SQL-level quantitative analysis; you tell the story behind the numbers.
• Bias for rapid, iterative delivery in Agile/Lean environments.
• Experience scaling multi-modal interfaces (voice, chat, vision) and new "surfaceless" paradigms (RCS, embedded SDKs).
• Multilingual market exposure and understanding of regional customer needs

Compensation Details. The starting base salary range for this position is typically $200,000 - $235,000. 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

​Our Connected Work Culture: Driving Innovation, Together
 

At Remitly, we believe that true innovation sparks when we come together. Our "Connected Work Culture" fosters dynamic in-person collaboration, where ideas ignite and challenging problems find solutions faster. For corporate team members, we have an in-office expectation of at least 50% of the time monthly, typically achieved by coming in three days a week. This creates consistent, meaningful overlap that supports team norms and business needs. Managers also have the flexibility to set higher expectations based on their team’s specific needs. These intentional in-office moments are vital for deepening relationships, fueling creativity, and ensuring your impact is felt where it matters most.

At Remitly, we are dedicated to ensuring that our workplace offers equal employment opportunities to all employees and candidates, in full compliance with applicable laws and regulations.

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.