Remitly is on a mission to transform the lives of immigrants and their families by providing the most trusted financial products on the planet. For nearly 10 years, we have been tirelessly delivering on our promises. Today, we are incredibly proud to have served millions of customers globally with Remitly and our newly launched Passbook app to provide immigrants access to banking. We strive daily to meet our promise to our customers by building peace of mind into everything we do. Join over 1,300 employees who are growing their careers while having a positive impact on people globally.

About the Role:

As a Product Manager on the Customer Success team at Remitly, you will be a part of a team that uses technology to solve customer problems at scale; and as a consequence create peace of mind for our customers' whenever they engage with support. If you believe support experiences can make or break your relationship with your customers, this is a great role for you.

The Digital Support team designs experiences for millions of customers – helping them resolve their issues quickly in the least amount of effort. Digital Support meaningfully contributes in Remitly's overall strategy by delivering on the promises we make to our customers and establishing customer service as an essential differentiator for our business. You will have the chance to build support experiences across multiple platforms, with a focus on the Remitly app. This is a unique opportunity, reporting to the Director of Digital Support, to directly improve outcomes for senders and recipients.

You Will:

• Build the roadmap and lead the development of solutions to improve the discoverability of the appropriate help solutions for customers. This includes working with multiple product teams and data analysts to predict customer intent using multiple trip signals and customer data.
• Develop self-service support solutions (in-app help, automation, bots and digital assistants) and escalation flows for all Remitly customers, including senders and recipients, across all support journeys
• Work with content, research, product design, data science, engineering, analytics, program management, and other functions to build outstanding in-app experiences
• Oversee the product backlog and prioritization, while participating in requirements gathering, user story writing, grooming sessions, and testing
• Make tradeoff decisions based on insights and experimentation
• Set product goals, success metrics, and roadmap to align with Remitly's mission
• Monitor launched products and feed insights back into product development
• Communicate product plans, benefits, and results to a spectrum of audiences

You Have:

• Bachelor's Degree or equivalent experience
• 3+ years of experience in a consumer-facing product management or technical product management role
• Deep knowledge of Agile methodologies (e.g. Scrum, Kanban, etc.)
• Experience with customer research and an enthusiasm for getting closer to your customers
• Experience working with conversational AI or content platforms
• You know how to measure things to know if they work, can build a data-driven business case, and aren't afraid of diving into analysis

Our Benefits

• Unlimited paid time off
• Health, dental, and vision benefits + 401k plan with company matching
• Company contributions to your HSA or FSA plan, if you choose one
• Continuing education and corridor travel benefits

Remitly is an Equal Opportunity Employer. Equal employment opportunity has been, and will continue to be, a fundamental principle at Remitly. 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