Job Description:

Remitly’s vision is to transform lives with trusted financial services that transcend borders. Focus has always been a key part of our strategy and our laser focus is on transforming the global remittance industry. Over time, we will leverage our trusted financial services brand and our global network to extend into additional, complimentary products.

We accomplish our Vision by relentlessly focusing on culture. We have created Cultural Values, which embody how an exemplary Remitly team member and the overall Remitly team works to deliver on promises to customers everyday. That starts with putting customers at the center of everything we do. Join over 2,400 employees across 10 offices who are growing their careers while having a positive impact on people globally.

Role Overview

As a Senior Manager of Change Management (CM) in the Customer Success organization, you will play a crucial role in shaping how we approach and navigate change across the business. Reporting to the Director, Learning & Development, CS you will partner to set the vision, strategy, and direction of the CM team, driving high quality, consistent, and scalable practices that facilitate organizational effectiveness and change readiness. Remitly prioritizes creating a frictionless experience for its customers and front-line associates, so you and the CM team will help ensure our teams possess the operational knowledge and ability necessary to achieve business goals. You will be responsible for overseeing the design and delivery of our Change Management approach that is data driven, with a particular focus on business impact and continuous improvement.This is a global position based in Manilla, Philippines or Managua, Nicaragua, requiring strong collaboration with our teams in Managua, Manilla, and Seattle.

Key Responsibilities

• Set the vision, strategy, and direction of Change Management to drive high quality, consistent, and scalable practices for organizational effectiveness and change readiness.

• Forge strategic, high-trust stakeholder partnerships across the business (e.g., Product, Program, Ops, Monitoring, L&D) for shared ownership, accountability, and measurable impact.

• Lead a global CM team to own the full change management lifecycle including initiation, planning, execution, calibration, completion, and reflection in step with the business.

• Employ change leadership design tenets like transition vs. change, lean thinking, agile methodologies as a work backwards approach to change planning and execution.

• Establish strategic, impact driven operational guidelines and supporting workflows for high quality change management and adoption with multiple, matrixed projects in flight.

• Use data-driven approaches to assess change readiness, evaluate change management effectiveness, and measure change adoption to drive continuous improvement.

• Create a closed-loop communication model for collaboration, connection, calibration, and reporting.

• Structure a Knowledge Management model for clarity, consistency, control, and consumption.

• Manage and mentor a high-performing global team, ensuring the consistent delivery of an effective, efficient, and scalable change management framework.

• Use proven project management tools like a project charter, RACI, risk matrix, and tracker to help plan, lead, govern, and report on the change.

• Champion change management processes to support the successful adoption of new processes, programs, and initiatives.

• Foster a culture of change readiness and continuous improvement through team manager enablement, associate experience advocacy, operational efficiency expectation setting, and customer-centricity.

Minimum Qualifications

• At least 5 years of experience in project management, change management, organizational development, or total quality management in a global, fast-paced industry.

• At least 5 years of experience leading a global team in a network operations setting.

• Proven ability to lead and operate effectively in a hyper growth, ambiguous, fast-paced environment, managing multiple priorities simultaneously.

• Project Management Experience: Deep knowledge of and proven experience with the project management lifecycle (Initiation, Planning, Execution, Monitoring, Closing).

• Results/Action Orientation: Displayed ownership, bias for action, high quality standards, attention to detail, and execution in step with the business.

• Stakeholder Engagement Experience: Demonstrated operations acumen and customer-centricity, and adept at relationship building, influencing, communication, and decision-making.

• Track record of building and using project management platforms (e.g., JIRA, Asana).

• Strong leadership and team management skills, with experience leading cross-functional, global teams.

• Strong analytical, problem-solving, and prioritization skills.

• Excellent English verbal and written communication ability, with mastery in engaging, aligning, and influencing stakeholders at all levels.

• Learner mindset to maintain deep product, product, and operational knowledge.

• Alignment to Remitly values, specifically, Customer centricity, Be an owner, Compassionate partnership, Deliver on promises, Bias for action, Sweat the details, Data driven, and Continuous improvement.

Preferred Qualifications

• Degree in Business, Organizational Development, Project Management, or related field.

• Project Management or Change Management certification.

• Six Sigma or Scrum certification is a plus.

• Change Leadership Experience: Understanding of the change management phases, human transition stages, and change readiness to foster adoption and agility in the flow of work.

• Agile Management Approach: Experience with iterative approaches that emphasize ongoing collaboration and continuous improvement, and focus on delivering requirements incrementally throughout the project's life cycle.

• Risk Management Experience: Practice using a systematic process for identifying, assessing, and reducing threats or uncertainties that could affect organizational effectiveness.

• Experience in hyper growth environments, with a strong preference for candidates who have worked with contact/call centers and in remittances.

• Global change management experience in designing and delivering for diverse audiences.

Our Commitment

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We offer a competitive salary, comprehensive benefits, and opportunities for professional growth.

About You

If you are passionate about equipping a Customer Success organization with a self-renewing change management mechanism that drives change readiness, high-quality performance, and a delightful customer experience, we would love to hear from you. Please submit your application, detailing your interest and qualifications for this role.

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