Job Description:
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. Since 2011, we have been tirelessly delivering on our promises to immigrants sending their hard-earned money home. Today, we are reimagining international payments at scale and building new products to create deeper relationships with our customers and their loved ones across the globe. Join over 2,700 employees across 10 offices who are growing their careers while having a positive impact on people globally.
As a Senior Program Manager, Technical for Multiproduct / New Initiatives at Remitly, you will contribute to the success of new products (Remitly Card and Recipients experiences), new customer segments, by leading a team of Program Managers and Program Specialists, effectively designing and landing a CS experience that allows product teams to reach PMF faster and that is built from day one to scale through automation and AI rather than through headcount.
You will work closely with senior stakeholders advising on CS and Operations best practices, documenting and communicating program performance, and maintaining policies and procedures in partnership with Compliance, Legal, Global CS Operations, and Product teams related to multiproduct domains.
You have experience leading teams with a program and operational background, and a successful history of building new programs from scratch with little to no documentation, by leveraging quantitative and qualitative insights that enable your teams to improve the product and the customer experience.
You Will:
- Lead a team of Program Manager and Program Specialist that support New Initiatives across Remitly Business, Remitly Card, Receivers and Freelancers, and Stored Value.
- Operationalize multiproduct consumer support policies, including process handling and monitoring of new product features. This includes developing case-handling tools and automation with Customer Success Technology and Product teams, and ensuring we are always compliant with handling and monitoring requirements.
- Operationalize consumer policies by designing standard operating procedures (SOPs) and collaborating with Customer Success Technology teams to augment our case-handling capabilities for new products and markets on CS Platform.
- Ensure operational compliance adherence and monitoring criteria that reduce new product risk exposure.
- Design programs to be self-driving. Apply the principle that AI augments, humans judge: AI removes the repetitive work so that when a customer needs a real person, they get one, and you are explicit about where a human must stay in the loop.
- Use AI tools habitually in your own program work, deep dives, contact-driver analysis, SOP and knowledge generation, readiness plans, reporting and raise the bar for how your team works, not just what it ships.
- Maintain documentation for all Multiproduct initiatives, projects, and new send-market launches.
- Oversee and define project scope, objectives, and deliverables in alignment with business goals.
- Lead Product–CS insight-sharing sessions with clear findings and learnings highlighted by Program Specialists.
- Provide feedback on deep dives and data analysis projects.
- Develop project plans tailored to accelerated learnings that feed our product pipeline and create a differentiated customer experience.
- Oversee all coordination between teams for project planning and launch.
- Product (IDV / Compliance / Sanctions) > Expansion > CST > CS Platform > CS Operations
- Develop customer success launch readiness plans to ensure adherence to launch timelines.
- Create and maintain mechanisms for measuring impact and performance on a per-project basis.
- Lead your team to become subject-matter experts across financial services domains including banking, cards, lending, and small business payments.
- Develop a prioritization pipeline program framework for your team that maximizes ROI and customer impact.
- Stakeholder and communication management.
- Proactively partner with relevant stakeholders to accomplish the program roadmap.
- Provide stakeholder updates through metric reviews and goal updates on an ad hoc basis depending on the scope of the project.
- Serve as the escalation point for all internal stakeholders for all things related to Multiproduct.
- Partner directly with Multiproduct Operations on upcoming initiatives and overall operational requirements.
- In the future: Support for new products and features (Card lending expansion including EWA, Secured Card and Unsecured Card; Remitly Business liquidity, cash management and credit; Receiver and Freelancer partnerships), global expansion of the Remitly Global Card beyond the US, expansion to additional send markets, and support for additional projects and initiatives that need CS and Ops support including migration of New Initiatives programs onto new systems and platforms.
You Have:
- A relevant Bachelor’s degree.
- At least 1 year of experience as a manager of managers in Operations or CS in the banking or financial services industry.
- Proven experience a Program/Project Manager, with expertise across cards, lending, banking, or small business payments.
- Familiarity with regulatory requirements and compliance frameworks in the financial services industry — MSB, AML, KYC and adjacent operations.
- A strong understanding of financial principles, including financial analysis and risk management.
- Active, habitual use of AI tools in day-to-day work not exploratory. You can describe specific worktypes you have automated or made self-driving, and the measured result. You are comfortable working with Product and CST on agentic tooling, case routing, tagging, and containment.
- Quantitative fluency in the metrics that govern servicing: CSAT, repeat contact rate, contact rate, handle time, containment, and back-office volumes. You have used both qualitative and quantitative data to make decisions and develop hypotheses.
- Experience collaborating with partner teams such as CST, Legal, Compliance, Engineering and Product.
- The ability to develop comprehensive project plans, outlining tasks, timelines, and resource requirements.
- Operations and escalated Customer Support experience.
- Experience carrying continuity through platform and tooling migrations.
- Comfort influencing others, working in cross-functional teams, managing stakeholders, and communicating project progress.
- A test-and-learn mentality, and comfort working to improve your recommendations and solutions.
- Excellent leadership, communication, and interpersonal skills.
Benefits
- In Site Subsidized Meals
- Transportation
- Employee Stock Purchase Plan (ESPP)
- Mental Health & Family Forming Benefits
- Private Life Insurance
- On site Clinic and Remitly Doctor
- Continuous learning tools & certification programs
- Two consecutive days off
Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
