Customer Success Vendor Manager at Remitly

| Seattle
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At Remitly, we help immigrant communities around the world send over $10 billion a year to their loved ones. Sending money is faster, easier, and costs less with our all-digital money transfer platform. Our vision is to transform the lives of immigrants and their families by providing the most trusted financial service products on the planet. At Remitly, your work has a direct and positive impact on people around the globe. Your work matters, every day.

The Role:

Remitly's Customer Success Team is the core of our customer centricity. We take care of our customers through our teams around the globe and you will help extend our global CS team through outsourced vendor relationships. We are looking for a Customer Success Vendor Manager to unlock the potential of our outsourced contact center teams so we continue to be there for our customers around the globe! Reporting to the Vice President of Customer Success, the CS Vendor Manager will help transform the global remittance industry customer care experience, specifically through driving operational excellence through our Business Process Outsourcing (BPO) vendors.

What You'll Do:

  • Oversee the performance of outsourced CS operations for Customer Success, ensuring overall quality and service levels are being delivered.
  • Lead procurement and negotiation activities with both incumbent and prospective BPO Providers
  • Build relationships at our vendor sites, while conducting performance reviews and auditing processes to identify best-practices.
  • Analyze data to improving operational processes and identify opportunities to increase efficiency and customer satisfaction
  • Understand reporting needs and request appropriate data analysis on BPO metrics performance
  • Be the primary contact for issues related to overall vendor performance and quality
  • Lead periodic business reviews and involve company partners
  • Manage monthly Invoicing process between our teams and BPO partners
  • Establish business plans, roadmaps and audit mechanisms for BPO hiring and training
  • Advocate for the BPO/vendors when needed and ensuring their feedback is heard and prioritized to bring overall improvements to the customer experience and processes.
  • 25% travel Post COVID-19 travel restrictions, expectation is to visit each BPO Site 2-3 times per year

Who You Are:

  • Education: Bachelor's degree
  • 5 years of experience in a role managing external providers in an operational setting
  • Experience working with International partners, and understanding of Customer Support operations
  • You make decisions with data, and know how to dive in to uncover insights
  • You have a record of collaborating with 3rd party teams
  • Experience communicating with leaders at all levels
  • Experience managing Business Process Outsourcers (BPO) in a contact center environment Workforce and Contact Center performance management technology and techniques
  • Bonus points if you're well-versed in Lean Six Sigma methodology, and have ACD/call routing knowledge.

Our Benefits

  • Unlimited paid time off
  • Health, dental, and vision benefits and 401k plan with company matching
  • Company contributions to your HSA or FSA plan, if you choose one
  • Continuing education and corridor travel benefits
  • Scholars program

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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Technology we use

  • Engineering
  • Product
    • GolangLanguages
    • JavaLanguages
    • KotlinLanguages
    • PythonLanguages
    • ReactLibraries
    • JIRAManagement

Location

Remitly' is in the heart of downtown Seattle. Situated near tons of bars and restaurants, with easy access to public transport, it's an ideal location

An Insider's view of Remitly

How would you describe the company’s work-life balance?

I've never worked anywhere where balance has been a priority. Coming to Remitly really changed my perspective. There is never an expectation to work nights or weekends, management encourages vacation time, and during the pandemic, leadership added additional holidays to our calendar to provide more time off and balance.

Judy

Director, Offline Media

How do you make yourself accessible to the rest of the team?

"Lead Authentically" is one of Remitly's values, and one of mine! An example of staying accessible through authenticity is instigating and participating in weekly "self care" and "learning" checkins at standups. It's my hope that admitting imperfection makes it easier for my reports to come to me if they have any kind of problem.

Colleen

Technical Lead, Product Treasury

What are Remitly Perks + Benefits

Culture
Partners with Nonprofits
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Remitly's executive leadership is as diverse as our staff, and our Director of Diversity & Inclusion is focused on continuous improvement of our D&I initiatives.
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
At Remitly, our nine affinity groups are open membership - any employee who self-identifies, self-affiliates, or is an aspiring ally who wants to connect, learn, and share is welcome to join!
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Mental Health Benefits
Remitly partners with Modern Health to provide enhanced employee benefits that support a holistic approach to employees' well-being. This includes sessions with licensed therapists for clinical needs.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Remitly offers the opportunity to purchase stock options through its Equity Incentive Plan.
Child Care & Parental Leave Benefits
Generous Parental Leave
Remitly offers up to 12 weeks of paid maternity and paternity leave for new parents.
Flexible Work Schedule
Remitly offers a flexible schedule outside of core hours, designed for parents in mind.
Remote Work Program
Family Medical Leave
Company sponsored family events
Remitly sponsors family-oriented events semi-annually (e.g., holiday party and company picnic).
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
All King County-based employees receive the ORCA Card transportation benefit on day one. The ORCA Card can be used on all regular buses, Regional Rail, and a few other modes of transportation.
Company Outings
Remitly has regular paid team outings, as well as company-wide annual holiday parties and other events, for all employees and a guest.
Game Room
Stocked Kitchen
Remitly has a fully stocked kitchen including unlimited snacks, coffee, tea and the flavored Bevi water you can handle.
Happy Hours
Virtual happy hours are hosted At team's discretion.
Parking
We offer employees a parking subsidy in the building's below-ground garage.
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Remitly hosts lunch and learn meetings on occasion.
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
Remitly allows employees to set aside 8 hours of designated learning and development time, per employee, per month.
Online course subscriptions available
Customized development tracks
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