Remitly
We provide trusted digital financial services to our customers and recipients in over 170 countries across the globe.
Seattle, WA

Senior Program Manager, Continuous Improvement

Sorry, this job was removed at 4:04 a.m. (PST) on Saturday, July 24, 2021
Find out who's hiring in Seattle.
See all Project Mgmt jobs in Seattle
Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

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:

Reporting to Remitly's Director, Program Management - Customer Success, you will own responsibility for customer and business outcomes across our fraud and compliance operations. You'll partner internally with our Product, Policy, Engineering, and CS Operations teams to improve the customer experience. You will analyze and evaluate customer friction, meet with teams to determine root causes, scope solutions, and drive execution. You're a comfortable facilitator, and get energy from implementing meaningful change. As a continuous improvement expert, you value the expertise of our front line investigators and champion a culture of engagement, change, and innovation. You thrive on mentoring others, and developing leaders of the future.

You Will:

  • Support a company-wide strategy to transform Risk Customer experience, including the identification of the biggest opportunities and the development of a multi-year roadmap
  • Lead continuous improvement impact within our global fraud and compliance teams to improve quality and the customer experience
  • Teach structured continuous improvement concepts and practices to teammates ranging from investigators, managers, engineers, and analysts
  • Manage and communicate project status and changes in strategy, initiatives, and priorities
  • Develop change management processes

You Have:

  • 6+ years experience in continuous improvement or program management
  • You are certified in SIx Sigma/Lean, with a focus on frontline engagement
  • Experience leading, teaching, and coaching continuous improvement
  • Process-thinker who is curious about how things work and how to simplify complexity
  • You are passionate about building great experiences by testing, learning, and measuring your results.
  • You have experience in Customer Service or Operations leadership.
  • Alignment to our mission and values
  • Passionate about customer experience and willing to sweat the details and dive in to solve customer pain points
  • Proven success communicating well (and often), and leading change with partners and senior leaders
  • Analytical skills with the ability to tailor analysis to explain trends and patterns

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

See More
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.

What are Remitly Perks + Benefits

Culture
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee-led culture committees
Quarterly engagement surveys
Flexible work schedule
Remitly offers a flexible schedule outside of core hours, designed for parents in mind.
Remote work program
Diversity
Dedicated diversity and 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.
Mandated unconscious bias training
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 insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
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.
Wellness days
Financial & Retirement
401(K)
401(K) matching
Employee stock purchase plan
Remitly offers the opportunity to purchase stock options through its Equity Incentive Plan.
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
Remitly offers up to 12 weeks of paid maternity and paternity leave for new parents.
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
Generous PTO
Paid holidays
Flexible time off
Office Perks
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-sponsored outings
Remitly has regular paid team outings, as well as company-wide annual holiday parties and other events, for all employees and a guest.
Free snacks and drinks
Remitly has a fully stocked kitchen including unlimited snacks, coffee, tea and all the flavored Bevi water you can handle.
Some meals provided
Remitly provides a weekly catered lunch on Thursdays.
Company-sponsored happy hours
Virtual happy hours are hosted At team's discretion.
Onsite office parking
We offer employees a parking subsidy in the building's below-ground garage.
Relocation assistance
Mother's room
Professional Development Benefits
Job training & conferences
Lunch and learns
Remitly hosts lunch and learn meetings on occasion.
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
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

More Jobs at Remitly

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about RemitlyFind similar jobs like this