About the Role:

As a Specialist, Change Management (CM) in the Customer Success organization, you will be responsible for managing and developing cross-functional projects with multiple stakeholders (e.g. program managers, product managers, compliance officers, site directors, senior operations managers, etc.) across the organization. Reporting to a Team Manager, Change Management, you will ensure that all project activities related to planning, follow-up, testing, and launch are performed on time and within the agreed timeline.

You will have the authority to identify opportunities for improvement and implement actions that enhance team performance according to organizational goals. Additionally, you will oversee risk mitigation strategies for several projects, ensuring an optimal experience for both associates and customers. We offer a unique opportunity to drive change initiatives that support our commitment to a seamless experience for our customers and associates.

You Will:

• Employ end-to-end project management which includes initiation, planning, execution, calibration, completion, and reflection in step with the business.
• Forge strategic, high-trust stakeholder partnerships across the business (e.g., Product, Program, Ops, Monitoring, L&D) for shared ownership, accountability, and measurable impact.
• Ensure that the appropriate level of change management is planned, communicated, executed, and measured for a wide range of initiatives within the Customer Success organization.
• Use data-driven approaches to assess change readiness, evaluate change management effectiveness, and measure change adoption to drive continuous improvement.
• 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.

You Have:

• A bachelor's degree is a plus, at any level.
• Minimum of 12 months in current role.
• Experience working with business leaders at all levels and influencing change and project management strategies for shared ownership and business impact.
• Strong verbal and written communication and cross-team collaboration skills to serve varying LOBs and diverse, globally distributed associate populations.
• Strong organization, critical thinking, analytical, problem-solving, prioritization skills.
• Demonstrated ownership, bias for action, high quality standards, and attention to detail.
• Learner mindset to maintain deep product, product, operations, and change knowledge.
• Alignment to Remitly values, particularly Customer centricity, Be an owner, Compassionate partnership, Deliver on promises, Bias for action, Sweat the details, Data driven, and Continuous improvement.
• Ability to respond quickly to any unforeseen circumstances and manage time, deliverables and expectations.

Preferred qualifications

• Degree in Business, Organizational Development, Project Management, or related field.
• Good decision-making, and influencing skills.
• Experience working in contact/call centers with proven ability to operate effectively in a hyper growth, ambiguous, ever-changing environment, managing multiple priorities simultaneously.
• Change Management experience or certification (e.g., PROSCI, CCMP) is a plus.
• Project Management experience or certification (e.g., PMP) is a plus.
• Process Improvement experience or certification (e.g., Lean Six Sigma, Scrum) is a plus.
• Risk mitigation and negotiation skills.
• Experience in fast-paced environments, with a strong preference for candidates who have worked in remittances.
• Experience using project management platforms (e.g., JIRA, Asana) and design tools (e.g., Adobe Express) is a plus.