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Senior Operations Manager

Remitly

Remitly

Operations
Managua, Nicaragua
Posted on Wednesday, May 22, 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 a Senior Operations Manager at Remitly your task will be to help transform the traditional global remittance industry, specifically through developing, managing and leading world-class CS teams. This includes managing, executing and continuously improving the ongoing CS support needed to meet service level agreements (SLA), quality and productivity targets; making key hiring decisions, implementing succession plans, developing people, and managing individual and team performance; supporting and executing the operational direction of the site’s CS teams in support of company goals and initiatives; driving operational continuous improvement efforts leveraging teams and resources across the company; and providing project management as it relates to the operational support of current and future products, services and markets.

You Will:

  • Drive team and individual success against key performance indicators (KPIs) for areas of responsibility.
  • Manage performance of multiple direct reports which may include front line CSRs, Tier 2 level CSRs and Team Leads – as well as additional individual contributor roles as needed.
  • Execute on succession planning, recruiting (as hiring manager), retention and career development tactics directly and in conjunction with peers, Human Resources (HR) and Recruiting.
  • Ensure adequate and the appropriate level of CS support capacity for assigned shifts, teams and initiatives on an ongoing basis.
  • Contribute to the development of and then execute on operational project and initiative roadmaps to ensure ongoing performance, process or tool improvements and scalability.
  • Proactively identify operational risks or issues and work closely with internal and external partners and stakeholders for solutions.
  • Identify and contribute to the creation of new metrics, KPIs, reporting and monitoring to drive operational excellence.
  • Actively nurture appropriate communication and feedback loops inside the team and throughout the company to leverage insights and learning to their fullest potential.

You Have:

  • Bachelor’s degree in a technical, business, or related field.
  • At least 3 years’ experience managing CS teams in a fast paced technology environment, including at least three years’ experience managing multiple levels of roles including but not limited to people managers such as Senior Team Leads or Operations Managers.
  • Demonstrated success working under pressure of deadline with competing priorities.At least two years of Intermediate proficiency in Excel and working with data to drive decisions.
  • Experience working with a 24x7 environment and a willingness to adjust schedules to accommodate emerging business
  • Excellent verbal and written communication skills (English).

Our Benefits:

  • In Site Subsidized Meals
  • Transportation
  • Premium Language Bonus
  • Employee Stock Purchase Plan (ESPP)
  • Mental Health & Family Forming Benefits
  • Private Life Insurance
  • On site Clinic and Remitly Doctor
  • Continuous learning tools & certification programs
  • Reduced Working Hours per Week (from 48 to 40)
  • Two consecutive days off

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