Program Manager, Channel Strategy at Remitly

| Seattle
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Remitly is on a mission to transform the lives of immigrants and their families by providing the most trusted financial products 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 banking product, Passbook. 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.

The Role

We're searching for a Channel Strategy program manager to join Remitly's Customer Success team, reporting to our Director, Program Management. This new role will lead the vision and planning to ensure customers' support needs are met through the optimal support channel e.g., voice, chat, bot, digital. This customer-centric leader will be comfortable diving deep into customer analyses and operations in order to deliver a strategic support plan. You'll then partner with multiple teams to define requirements and measure implementation and success. Your critical work will directly impact how we support our customers.

What You'll Do

  • Lead strategic planning for customer experience as it pertains to our CS entry points/"Front doors" and modality experiences to consistently get customers to the support they need
  • Lead the approach and thinking of when & how customers are supported from digital experiences to assisted experiences
  • Own experience requirements for new and existing customer support entry points online and voice, working with engineering teams to prioritize features to deliver world-class end-to-end experiences
  • Understand current entry point, language & hours experiences then identify and analyze gaps, define solutions and own/drive related requirements to improve process, policy, and tools to improve the customer experience across all channels

Who You Are

  • 5+ years of progressive Customer Service support experience, ideally incorporating a deep understanding of CS Operations and workforce management
  • Familiarity with and understanding of technologies used in entry point experiences such as IVR and virtual agent/bot capabilities
  • Strong alignment to our mission and values
  • Confident leading and influencing multiple teams through data-driven and customer-centric analyses
  • Ability to translate business & customer needs into requirements for engineering partners leading to implemented CX improvements
  • Ability to create effective relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels.
  • Strong written and verbal communication skills
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
  • Scholars program

Who we are

Remitly is a group of passionate people working to make international payments easier and more transparent on both the web and mobile devices. We are seeking team members to join us that want to make a difference and change an industry. We pride ourselves on aiming high and delivering results, data being at the heart of everything we do, and encouraging our team to own business decisions and outcomes. Sound like the place for you? Join us.

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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