Customer Service Readiness Partner Quality Lead

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.As a Customer Service Readiness Partner Quality Lead, you will lead critical initiatives to ensure our Customer Service teams are fully prepared for the successful rollout of new payment methods, corridor expansions, and partner integrations. Collaborating closely with Product, Engineering, Change Management and CS teams, you will design scalable processes, identify and mitigate risks, and ensure a seamless customer experience during product launches. You’ll report to the Sr. Team Manager, Partner Quality Leads and play a vital role in enabling Remitly's global growth.Responsibilities:

• Develop and implement detailed playbooks, processes, and workflows for smooth partner launches.

• Collaborate with Product, Engineering, and Customer Service to identify and address operational gaps or risks before launch a new payment or disbursement partner

• Lead cross-functional coordination to resolve dependencies and preempt customer-impacting issues.

• Act as the primary liaison between Customer Service, Product, and Engineering teams to drive alignment and improve Customer experience in relation to partner launches..

• Equip Customer Service teams with the knowledge, tools, and resources to effectively support new corridors, payment methods, and partners.

• Own creating and ensuring the documentation related to partners is published prior to partner launches

• Use data to monitor Customer Service launch performance, identify gaps, and refine processes post-launch.

• Facilitate discussions with stakeholders to align priorities and gather insights for successful implementations for partner launches. 

​

You have:

• 5+ years of experience in quality, operations, or a similar role within fintech or payments.

• Strong organizational and project management skills, with the ability to balance multiple priorities and deadlines.

• Exceptional communication and collaboration skills, capable of aligning diverse teams.

• Analytical mindset with a track record of using data to drive decision-making.

• Proven success in developing and scaling cross-functional processes.

• Proficiency in English; additional languages are a plus.

Nice to have:

• Experience with SQL or data analysis tools.

.

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