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Senior Program Manager, Disbursement Operations - Seattle or US Remote



Seattle, WA, USA
Posted on Saturday, May 6, 2023

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.

About the Role:

As a CS Senior Program Manager at Remitly, you will be responsible for customer and business outcomes across our customer success disbursement operations. You’re passionate about building great customer experiences and solving complex problems by creating workflows that improve resolution for our customer service teams. You have previous experience in Customer Service or Operations leadership, and have a background in data or business analytics. You will report to the Principal Program Manager, Money Movement Operations.

You Will:

  • Develop and implement a disbursement operations framework for customer service teams.

  • Improve compliance related workflows with our disbursement partners.

  • Optimize user error and transfer updates workflows for customer service associates.

  • Improve resolution rates of disbursement issues in our customer service teams through waste reduction.

  • Analyze opportunities for improvement in our partner network, encompassing both operational and product friction experienced by customers

  • Develop a feedback loop between our customers, customer service teams, and the product/program teams to surface latest issues.

  • Maintain processes and policies for all disbursement-related issues that affect customer experience

  • Report on metrics to measure program success.

  • Identify and improve the success rate of Customer Self-Help content in partnership with our Digital Support Team.

You Have:

  • 5+ years of experience in program management or operations leadership.

  • Experience leading end-to-end program delivery across large teams.

  • Ability to tailor data analysis to explain trends and patterns.

  • Experience working with product teams to influence project-level decisions and roadmap prioritization.

  • Passionate about customer experience and willing to sweat the details and dive in to solve customer pain points

  • Experience communicating across different teams and leading change with stakeholders and senior leaders

  • Strong alignment to our mission and values

Our Benefits

  • flexible 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

  • Employee Stock Purchase Plan (ESPP) available for eligible employees

  • 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

Compensation Details. The starting base salary range for this position is typically $104,000-$130,000. In the U.S., Remitly employees are shareholders in our Company and equity is part of our total compensation plan. Your recruiter can share more information about medical benefits offered, as well as other financial benefits and total compensation components offered with this role.

Your recruiter can share more information about medical benefits offered, as well as other financial benefits and total compensation components offered with this role.