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. 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

We're searching for an experienced program manager to join Remitly’s Global Customer Success team. This role will be accountable for delivering an outstanding customer experience, while protecting our customers and the company. You’ll develop your deep knowledge of Risk processes and policies, use your analytical capabilities, and engage with all levels from front-line Investigators through executive leaders to drive continuous improvement across all facets of customer experience.

You’ll accomplish this by partnering closely with front-line leaders and influencing key business stakeholders to drive decisions. Your critical work will directly impact the lives of our customers and our employees. 

What You’ll Do

• Lead the execution of our customer experience strategy for our customers and our investigators
• Develop and maintain processes and policies for all fraud/compliance/risk use cases across our global Customer Success team (Seattle, Manila, Managua, Barranquilla, Mumbai)
• Develop user requirements for our internal tools and planning systems and processes to ensure the right work is handled by the right people
• Contribute to the success of the overall Remitly Program Management function, sharing best practices and influencing your peers 
• Get your hands dirty and thoroughly understand how to mitigate the impact of bad actors on our platform

Who You Are

• 4-5 years of program/project management, ideally in a customer service environment
• Strong alignment to our mission and values, with an ability to work effectively across multiple geographies and cultures
• Proven analytical and data-driven approach
• Proven problem solving and analytical skills with a data-driven mindset
• Comfortable in start-up environments where ambiguity feels exciting and ownership is highly valued
• Ability to partner effectively with, and influence executives and managers
• Ideally, experienced in continuous improvement methodologies 
• Strong desire to travel quarterly to contact centers in global locations 

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. Individuals seeking employment at Remitly are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

Remitly is an E-Verify Employer