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Principal Program Manager Workforce



Multiple locations
Posted on Friday, May 24, 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 Principal Program Manager Workforce, You will report directly to the Director of Workforce and be a critical part of the leadership team. You will create roadmap and driving workforce optimization programs for Global Customer Success across multiple departments including Product, Operations, Engineering, and workforce teams. You will automate and improve forecasting, planning, scheduling, real time management processes and lead integration of workforce tools to create a seamless and efficient workforce ecosystem. This role is based in Seattle and will require 2-3 days a week onsite.

You Will:

  • Partner with machine learning forecasting team to ensure accurate long-term and Intraday forecasts, collaborating with cross-functional teams to track business inputs impacting contact volume and align planning with customer support needs.
  • Lead the seamless integration of planning tools to automate headcount planning processes to improve overall accuracy and budget planning.
  • Automate scheduling process and implement self-service empowering agents, and teams to manage schedules changes independently.
  • Partner with Analytics and Engineering to establish a centralized data repository, serving as the single source of truth for agent capabilities, preferences, and proficiency, ensuring consistency across all workforce-related processes.
  • Lead multiple workforce programs to optimize cost and improve Productivity.

You Have:

  • 10+ years of relevant experience in workforce management, or similar role.
  • Experience leading workforce tool integrations
  • Understanding of routing, IVR, CRM and ACD systems
  • Experience setting and implementing workforce optimization, road-mapping, and prioritization
  • Experience working with cross functional teams to make tough technical tradeoffs and you can sweat the details to understand the impacts of these tradeoffs and find a careful balance between short-term outcomes and long-term effects
  • Have managed analytics of the programs you own
  • You're motivated by creating an outsized impact for our customers and business

Compensation Details. The starting base salary range for this position is typically $176,000-$220,000. 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.