Job Description:
At Remitly, we believe everyone deserves the freedom to access, move, and manage their money wherever life takes them. Since 2011, we’ve tirelessly delivered on our promise to customers sending money globally, providing secure, simple, and reliable ways to manage their money, ensuring true peace of mind. Whether it’s supporting loved ones back home, growing a business across continents, or pursuing new opportunities abroad, we’re not just here to move money— we’re here to move our global customers forward.We’re looking for builders, reimaginers, and global thinkers who want to work at the intersection of technology, trust, and transformation. If that’s you and you’re ready to do the most meaningful work of your career—we invite you to join over 2,800 passionate Remitlians worldwide who are united by our vision to transform lives with trusted financial services that transcend borders.
About the role:
The Senior Team Manager (STM), Customer Protection is a frontline leadership role responsible for driving operational excellence, decision accuracy, and people development across Customer Protection teams. This role leads multiple Team Managers (TMs) and their teams handling high-risk and regulated workflows, including Fraud Reviews, Identity Verification, Enhanced Due Diligence (EDD), Watchlist (Sanctions/PEP), High-Value Transactions, CSI (Compliance Squad Investigations), and Disputes Investigations.
The STM plays a critical role in translating strategy into execution, ensuring performance standards are consistently met while fostering a culture of accountability, trust, and continuous improvement aligned with Remitly’s mission to transform lives through trusted financial services.
You will:
Operational Leadership
Lead day-to-day CPT operations through Team Managers, ensuring consistent achievement of KPIs across (including but not limited to) Decision Accuracy, Chargeback, Efficiency, AHT, Review Time, Time to Resolve, Reliability, and Process Adherence.
Own operational governance at the team level, including performance reviews, trend analysis, RCA execution, and action-plan follow-through.
Ensure operational readiness across shifts and workflows in a 24/7 environment, partnering closely with Workforce Management / GCC.
People Leadership & Coaching
Provide direct management and coaching to Team Managers, empowering them to lead effectively, coach consistently, and foster team development.
Drive coaching compliance and effectiveness, focusing on behavior change and performance improvement versus volume
Foster high engagement, psychological safety, and accountability while maintaining high performance standards.
Decision Quality & Risk Management
Ensure teams execute accurate, compliant, and consistent decisions across all CPT workflows.
Partner with QA and CBA to understand quality trends, address gaps, and reinforce calibration outcomes as it relates to customer and company impact
Lead RCA efforts for decision accuracy, chargeback, remediation, audits, escalations, and operational variances.
Cross-Functional Collaboration
Partner with Product, Program Management, QA, L&D, WFM/GCC, Compliance, Analytics, and Engineering to resolve issues, improve workflows, and support continuous improvement.
Support escalation management and real-time issue resolution, ensuring timely communication and follow-through.
Culture, Values & Continuous Improvement
Role-model Remitly’s values: Be an Owner, Be Data Driven, Earn Trust Through Integrity, Aim for the Stars, Bias for Action, Hire & Grow Exceptional People, Be an Owner, Be Global, Lead Authentically Continuously Improve, Dive Deep, and Be a Compassionate Partner.
Identify opportunities to streamline processes, reduce manual effort, and improve team effectiveness.
Actively surface and validate associate insights through VOA and Innovation channels.
You have:
1-3 years of leadership experience in operations, preferably within risk, fraud, financial services, or regulated environments.
Proven experience managing Team Managers or supervisors in a high-volume, high-stakes environment.
Strong understanding of performance metrics, QA processes, and operational governance.
Demonstrated ability to analyze data, conduct RCA, and drive sustained improvement.
Excellent communication, coaching, and stakeholder-management skills.
Availability to work rotating schedules
Operational Scale & Complexity
Experience operating in 24/7, multi-queue, multi-LOB environments with competing priorities and fluctuating volumes.
Proven ability to manage capacity planning, queue health, and staffing tradeoffs in real time.
Comfort balancing risk mitigation, customer experience, and operational efficiency simultaneously.
Process Optimization & Efficiency
Demonstrated success driving process standardization, simplification, or redesign across operational teams.
Experience identifying and eliminating manual, redundant, or low-value work.
Ability to partner with cross-functional teams to translate operational pain points into scalable solutions.
People Leadership & Talent Development
Demonstrated ability to build leadership capability at the Team Manager level.
Experience creating and executing succession plans and developing internal talent pipelines.
Strong judgment in handling performance management, corrective action, and employee relations in partnership with HR.
Ability to maintain engagement and morale in high-pressure, high-accountability environments.
Change Leadership
Experience leading teams through organizational change, process transformation, or operational scaling.
Ability to clearly communicate the why behind change and sustain momentum through ambiguity.
Comfortable operating in environments with evolving priorities, tools, and policies.
Cross-Functional Influence
Proven ability to partner with Product, Engineering, Data, Compliance, and CX teams.
Ability to represent operational perspectives in strategic discussions and roadmap planning.
Preferred
Experience in Customer Protection, Fraud Operations, Risk, Compliance, or Contact Center leadership.
Exposure to cross-site or global operations.
Experience working with automation, analytics, or AI-enabled tools.
Our Benefits:
In Site Subsidized Meals
Transportation
Employee Stock Purchase Plan (ESPP)
Mental Health & Family Forming Benefits
Private Life Insurance
On site Clinic and Remitly Doctor
Continuous learning tools & certification programs
Two consecutive days off
Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
What the Team is Saying
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Remitly Compensation & Benefits Highlights
How does Remitly ensure its pay and bonus plans are competitive?
Remitly ensures competitive compensation through a combination of performance-driven rewards, strong benchmarking practices and a focus on aligning pay with both market standards and employee impact. The company emphasizes rewarding excellence and ownership—core elements of its culture—by recognizing employees who deliver meaningful results and contribute to customer outcomes.
Compensation is supported by structured performance and development processes, where employees receive ongoing feedback, coaching and evaluation tied to both individual contributions and broader business impact. This approach helps ensure that rewards—including salary growth and incentives—are aligned with performance, growth and company success.
Remitly also reinforces fairness and transparency through its values-driven culture, which emphasizes integrity, data-driven decision-making and continuous improvement. These principles guide how compensation decisions are made, helping ensure consistency and alignment with both internal standards and external market expectations.
Additionally, the company’s rapid growth and expansion into new products and markets create opportunities for employees to increase their scope, impact and earning potential over time. As Remitly scales its platform and innovates across financial services, compensation evolves alongside business performance and employee contributions.
Employee Perspective
“I’ve since applied this by coaching my team to not just hit metrics but to understand why each number matters — how it reflects customer experience and operational efficiency.”
— Charlaine M., Team Manager, Customer Protection
At-a-Glance
- Compensation approach: Performance-based, values-driven, aligned with impact
- Reward structure: Salary growth and incentives tied to performance, ownership and results
- Decision framework: Data-driven, integrity-focused, aligned with company values
- Growth opportunity: Expanding platform and global scale create upward earning potential
External Signals
- Employee satisfaction: ~85/100 culture score (A+) based on 7,333 ratings, indicating strong overall employee experience
- Recognition: 12 Comparably awards across 2025–2026, including Best Company Compensation, Best Company Perks & Benefits and Best Company Outlook
- Employee sentiment: Thousands of employee ratings reflect high satisfaction with workplace experience and rewards
Remitly Insights
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What We Do
Since 2011, Remitly has been tirelessly delivering on our promises to our customers sending their hard earned money home. Today, we are incredibly proud to have served millions of customers globally. We strive daily to meet our promise to our customers by building peace of mind into everything we do. Join over 2,700 employees across 10 offices who are growing their careers while having a positive impact on people globally.
Why Work With Us
We are united through our vision to transform lives with trusted financial services that transcend borders. We accomplish our vision by relentlessly focusing on culture via our cultural values. That starts with putting customers at the center of everything we do, and includes investing in the growth & development of our team.
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Remitly Teams
Remitly Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Our best work begins in moments when ideas spark, when we are deeply connected, and when we’re moving fast to solve challenging customer problems. These moments shape our culture. Our guidance is to committing to 3 days a week in the office.
