Program Manager, Customer Support - Payments

Seattle, WA

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 to immigrants sending their hard earned money home. 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 1,700 employees across 9 offices who are growing their careers while having a positive impact on people globally.

About the Role:

As a Program Manager in the Customer Success organization, you will support payment operations and optimize some of our most complex customer and agent experiences. You will build frameworks, rituals, and process thinking to ensure customers and agents are prepared for changes, growth and complexity. You will be an advocate for payment experience efforts for global payment methods that benefit our customers. You'll work with the Customer Experience Team Program Managers, CS Leadership Team, and NA and International Payments to improve strategic planning, roadmaps, coordination, and sequencing. You'll report directly to the Senior Manager, Customer Experience.

You Will:

  • Provide visibility and accountability to overarching CS goals and KPIs related to payments
  • Improve CS knowledge of payments related topics and processes by providing "boots on the ground" support to CS teams within sites
  • Drive customer experience and operational excellence for payment methods used by Remitly customers
  • Build partnership between the Customer Success organization and the Remitly payments program
  • Identify areas of customer friction, and partner with product stakeholders to develop and prioritize potential solutions
  • Work with operational teams to ensure that changes are well-performed and implemented
  • Manage escalations related to Payments within SLA ensuring accurate and speedy resolution
  • Work with Ops leadership to provide associates with performance, value, and technical skills coaching and advocate for payments related work within CS
  • Partner with Payments Product teams to translate operational gaps into system and process requirements

You Have:

  • 5+ years of progressive Customer Service support experience with a focus in process and program management
  • Payment related expertise, identifying root causes and solving issues within process, product, and workflows
  • You are passionate about customer experience and willing to sweat the details and dive in to solve customer pain points
  • You advocate for under-represented groups and teams
  • Experience influencing across partner groups to do what's best for the customer experience
  • Comfortable leading in an ambiguous environment
  • Experience communicating and leading change with stakeholders and senior leaders
  • Ability to work with technical teams and understand/manage dependencies
  • Basic SQL, SAS or similar data analysis experience

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
  • Scholars program

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