Program Manager, Operational Readiness
Remitly is on a mission to transform the lives of immigrants and their families by providing the most trusted financial products and services on the planet. For nearly 10 years, we have been tirelessly delivering on our promises to immigrants sending their hard earned money home. Today, we are incredibly proud to have served millions of customers globally with Remitly and our newly launched Passbook app to provide immigrants access to banking. We strive daily to meet our promise to our customers by building peace of mind into everything we do. Join over 1,300 employees across 9 offices who are growing their careers while having a positive impact on people globally.
About the Role:
As a Customer Success Program Manager at Remitly, you will own customer and business outcomes across operations and our most complex customer and agent experiences. You will build frameworks, rituals, and process thinking that ensures that customers and agents are prepared for changes guided by continuous improvement and business growth and complexity. You'll embed your thinking in customers and CS agents, and serve as an advocate for seamless change. You'll work with the Program Managers and the CS Leadership team to drive strategic and roadmap planning, coordination, and sequencing. You'll report directly to the Senior Manager, Customer Success Programs and work with operational teams to implement changes.
You Will:
- Advocate for agent and customer needs as it pertains to change management
- Develop frameworks for Program Managers to deliver change to the operational teams
- Build and continuously improve standards of change management
- Create a cross-team (within/outward CS) roadmap to improve the experience for both creators and recipients of change
- Design methods to evaluate impact through measurement and tracking
You Have:
- 5+ years of change leadership experience, with increasing responsibility to work throughout the company
- You are passionate about customer experience and willing to sweat the details and dive in to solve customer pain points
- You demonstrate advocacy for under-represented groups and teams
- Drive influence across partners to do what's best for the customer experience
- Comfortable leading through ambiguity
- Proven success communicating well and leading change with partners and senior leaders
- Experience working with technical teams and understand/manage dependencies
- Alignment to our mission and values
- Basic SQL, SAS or similar data analysis experience
Our Benefits
- Unlimited paid time off
- Health, dental, and vision benefits + 401k plan with company matching
- Company contributions to your HSA or FSA plan, if you choose one
- Continuing education and corridor travel benefits
Remitly is an Equal Opportunity Employer. Equal employment opportunity has been, and will continue to be, a fundamental principle at Remitly. 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
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