Program Manager, Partner Operations and CARE at Remitly

| Seattle
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At Remitly, we help immigrant communities around the world send over $6 billion a year to their loved ones. Sending money is faster, easier, and costs less with our all-digital money transfer platform. We want 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

As a CS Program Manager at Remitly, you will oversee the customer outcomes across our business and global partner network and our most complex customer service escalations. You will report to the Director of CS Program Management. This means you’ll partner internally with our Product and Engineering and CS Operations teams, and also externally with our banking partners to improve customer experience.

You are someone who is passionate about building great experiences by testing, learning, and measuring your results. You will have experience in Customer Service or Operations leadership, and a background in business or partner management. 

What You’ll Do

  • Develop processes for all partner-related issues that affect customer experience
  • Work with our partner network to improve their performance and Remitly customer experience
  • Lead our Customer Service escalations program, by partnering with our operations teams across sites (Seattle, Manila, Managua, Mumbai, and Barranquilla)
  • Partner with internal leaders to improve upstream Product and Marketing actions, reducing customer pain and costs. Work with these same partners to land change and growth in the Customer Service and Operations teams.
  • Identify and improve success rate of highest priority Customer Self-Help content
  • Manage and communicate project status and changes regarding strategy and priorities
  • Work with Product Management to determine requirements for improving customer experience and optimizing workflow efficiency 

Who You Are

  • 5+ years of experience in Customer Service operations, with increasing responsibility to work across departments
  • Basic SQL, SAS or similar data analysis experience
  • Passionate about customer experience and willing to sweat the details and dive in to solve customer pain points
  • Experience communicating well (and often), and leading change with partners and senior leaders
  • Data-driven, with the ability to tailor analysis to explain trends and patterns
  • Bilingual (Spanish) is a plus

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 looking for team members to join us that want to make a difference and change an industry. We pride ourselves on aiming high, having data being at the heart of everything we do, and encouraging our team to grow our decisions and outcomes. Sound like the place for you? Join us.

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

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.

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.
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
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
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 20.5 weeks of 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
Acme Co. hosts company outings Semi-annually.
Game Room
Our game room includes Ping Pong, Foosball.
Stocked Kitchen
Remitly has a fully stocked kitchen including unlimited snacks, coffee, tea and the flavored Bevi water you can handle.
Parking
We offer employees a parking subsidy in the building's below-ground garage.
Relocation Assistance
Professional Development Benefits
Lunch and learns
Remitly hosts lunch and learn meetings on occasion.
Cross functional training encouraged
Promote from within
Continuing Education stipend
We offer $1000 annualy for continuing education.
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