Program Manager, Customer Success Risk

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 Risk Operations Program Manager at Remitly, you will oversee customer and business outcomes across our fraud, identity, and compliance operations. You are someone who is passionate about building great customer experiences and solving complex problems. You will partner with Product, Compliance, Operations, Data Science, and Engineering to analyze risk trends, implement solutions, and land impactful change across a growing, globally distributed Operations team. You will report to the Senior Manager, Customer Success Risk Operations.

You Will:

• Lead global implementation of Risk Operations projects at scale, in partnership with our rapidly growing Operations teams across sites (Seattle, Manila, Managua, Barranquilla, and Hyderabad).
• Help develop and execute the global Risk Operations strategy.
• Work with multiple teams to analyze risk trends, deploy interventions and monitor effectiveness.
• Maintain SOPs for all investigative processes to ensure agents are equipped to resolve issues on the first attempt with high customer satisfaction.
• Build training and quality materials for Risk Investigators.
• Investigate painful customer experiences, measure impact to the business, and collaboratively solve problems.
• Partner with internal leaders to land change and growth projects in Operations teams.
• Manage program communications, including program strategy, priorities, and project updates.
• Collaborate with Product Management to define requirements related to operational needs.

You Have:

• 3+ years experience in Program Management or Operations leadership
• Experience leading end-to-end program delivery across large teams.
• Record of driving change and communicating results to stakeholders and senior leaders.
• Experience applying root cause analysis to understand issues and develop preventative measures.
• Experience interpreting metrics, recognizing trends, and communicating with analytics teams.

Our Benefits:

• In Site Subsidized Meals
• Transportation
• Premium Language Bonus
• Employee Stock Purchase Plan (ESPP)
• Mental Health & Family Forming Benefits
• Private Life Insurance
• On site Clinic and Remitly Doctor
• Continuous learning tools & certification programs
• Reduced Working Hours per Week (from 48 to 40)
• Two consecutive days off

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