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Director of Workforce Management, Customer Success- Seattle or US Remote



Customer Service, Sales & Business Development
Seattle, WA, USA
Posted on Thursday, August 3, 2023

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.

About the Role:

As the Director of Workforce Management in Customer Success, you will play a pivotal role in optimizing the efficiency and productivity of our customer success operations. Your primary responsibility will be to manage the workforce planning and scheduling processes, ensuring resources are allocated to support our customers. By leveraging data-driven insights and best practices, you will contribute to enhancing our team's performance, reducing customer wait times, and driving customer success outcomes.

Workforce Planning and Strategy:

Develop and implement a comprehensive workforce management strategy aligned with customer success goals.

Conduct demand forecasting and capacity planning to ensure appropriate staffing levels and improve resource allocation.

Collaborate with teams to gather data, insights, and feedback for accurate workforce planning.

Resource Allocation and Scheduling:

Lead the development of workforce scheduling processes to ensure coverage and service levels.

Monitor customer demand trends and adjust staffing levels and schedules to address any staffing allocation gaps due to inaccurate .

Implement scheduling tools to refine processes and improve efficiency.

Performance Analytics:

Establish performance metrics and monitor workforce management performance against established targets.

Conduct regular analysis of workforce data, identifying trends, gaps, and opportunities for improvement.

Create comprehensive reports and present actionable insights to senior management, highlighting areas for optimization.

Continuous Improvement:

Stay up-to-date with industry trends and best practices in workforce management.

Drive continuous improvement initiatives to enhance efficiency, and customer satisfaction.

Collaborate with stakeholders to implement process enhancements and automation solutions.

Team Leadership and Development:

Provide leadership to the workforce management team, promoting a culture of accountability, collaboration, and new ideas.

Coach and develop team members, ensuring their professional growth and skills enhancement.

Foster a positive work environment that encourages teamwork and promotes a customer-centric approach.

You Have:

Bachelor's degree in business administration, operations management, or a related field. Advanced degree.

Experience (8+ years) in workforce management, capacity planning, or operations management in a customer success environment.

Problem-solving skills and insights to drive decision-making.

Proficiency in workforce management tools and software (e.g., workforce management systems, scheduling software, analytics tools).

People management skills with experience building high-performing teams.

Exceptional communication and presentation skills, with the ability to convey complex concepts to both technical and non-technical stakeholders.

Demonstrated ability to work in a fast-paced, dynamic environment and manage multiple priorities effectively.

Solid product management mindset to develop and deploy workforce tools that improve our operations’ efficiency.

Strong business acumen and a customer-centric mindset.

Our Benefits

  • Flexible 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 $160,000-$200,000. 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.

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.