Remitly

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 Program Manager II within the Customer Success organization at Remitly, you will be responsible for customer and business outcomes across our global partner network and operations teams, specifically in managing our non-fraud loss operations. You have previous experience in Operations leadership and/or optimizing loss rates. You will report to the Senior Manager, CS Money Movement Programs & Operations.

A typical day would include analyzing and evaluating non-fraud loss transactional data to identify gaps in the payment or disbursement processes, systems, or operations; and work with relevant stakeholders to address. You’re directly responsible for reducing our non-systemic (non-fraud) losses across the operations team while delivering an exceptional customer experience in instances where customers claim the non-receipt of funds.

You Will:

• Enable Remitly to pass savings onto customers by reducing loss (non-fraud) cost across our operations team.
• Develop and Implement a partner (payment/disbursement) collection strategy to minimize the impact of loss events in partnership with the program leader.
• Create a flywheel of feedback back to product teams to allow for significant root cause elimination.
• Partner with reconciliation & product teams to provide our Customer Success associates with the right information/tools to make informed decisions over transaction exceptions to prevent losses.
• Evolve our investigation procedures, playbooks and operational data attribution process.
• Manage our 'Where is my money' program, evolving our policy to benefit our customers while eliminating instances where funds are not located.
• Develop and implement program success measurement and collaborate in rituals to communicate program outcomes.

You Have:

• 2+ years of experience in program management or operations leadership.
• Experience contributing to end-to-end programs
• Excellent analytical skills with the ability to tailor analysis to explain trends and patterns
• Able to collaborate and lead results with cross-functional teams
• Experience working closely with product teams to influence project-level decisions and roadmap prioritization.
• Passionate about customer experience and willing to sweat the details and dive in to solve customer pain points
• Proven success communicating well, and leading change with stakeholders and senior leaders
• Strong alignment to our mission and values

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.