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Principal Program Manager, Voice of Customer



Customer Service, Operations
Seattle, WA, USA
Posted on Sunday, May 19, 2024

Job Description:

Remitly’s vision is to transform lives with trusted financial services that transcend borders. Since 2011, we have been tirelessly delivering on our promises to people who send money around the world. Today, we are reimagining global financial services and building products that extend beyond traditional barriers to give customers access to more of the services they need, no matter where they call home. Join over 2,700 employees worldwide who are growing their careers with purpose and connection with our customers while having a positive impact on millions of people around the globe.

About the Role:

As the Principal Program Manager on the Voice of the Customer (VOC) team, you will advocate for our global customers' perspectives from over 170 countries, driving product and operational enhancements. You will collaborate with teams across product, engineering, operations, and data analytics to understand our customers and build impactful programs that transform that understanding into action across product and operations teams. You will help shape our product strategy and operations, reporting directly to the Vice President of Product Design. You will be hybrid (2-3 days a week) in our Seattle office. #LI-Hybrid

You Will:

  • Define, monitor, and report on VOC program metrics to executive leadership.
  • Establish and refine feedback loops to identify customer issues and influence product changes.
  • Design and manage programs that scale VOC efforts and use customer insights throughout Remitly.
  • Define and improve product strategy, roadmap, and prioritization, balancing immediate needs with long-term goals.
  • Resolve inefficiencies in applying VOC insights, proposing new technical and operational solutions.
  • Oversee project plans from start to finish, ensuring partner collaboration and delivery.
  • Facilitate incident management and escalation processes.
  • Guide cultural change.

You Have:

  • 8+ years in program management or related fields, with a focus on customer experience.
  • 5+ years leading initiatives that enhance customer experience metrics and lead substantial change.
  • Experience with voice of customer programs and are willing to sweat the details and dive in to solve customer pain points
  • Program management skills, can steer projects from concept to execution.
  • Experience influencing product decisions and prioritizing projects alongside product teams.
  • Navigate complex technical trade-offs, balancing short-term impacts with strategic goals.
  • Analytical capabilities, familiar with trend analysis and pattern recognition.
  • Basic to intermediate SQL skill.
  • Experience communicating well, and leading change with partners and senior leaders
  • A deep commitment to our mission.

Compensation Details. The starting base salary range for this position is typically $136,000-$170,000. 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.

Our Benefits:

  • Flexible paid time off
  • Health, dental, and vision benefits + 401k plan with company matching
  • Paid parental, medical, military and family care leave.
  • Mental Health & Family Forming Benefits
  • Employee Stock Purchase Plan (ESPP)
  • Continuing education and corridor travel benefits

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

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