Director of HR, Customer Success (CS) Sites

Managua, Nicaragua

Remitly is on a mission to transform the lives of immigrants and their families by providing the most trusted financial products and services on the planet. Since 2011, 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 2,200 employees across 8 offices who are growing their careers while having a positive impact on people globally.

About the Role:

We're searching for a Director, Human Resources - Customer Success Sites to join Remitly's People team, reporting to our VP, Global HR. You will be a strategic business partner to our Customer Success Site leaders.

You will support the customer success sites globally to have an intimate understanding of the business, customer success operations and define a people strategy that support the delivery of strong business results. You will be a culture and engagement advocate who enables team members to continuously improve the ways in which they serve our customers, while focusing everyday on the working lives of our valued employees.

You will play an important role on the Global HR leadership team and have primary responsibilities to balance a long-term focus on people strategy by leading a team to implement new and existing processes that move us in the desired direction. You will develop people related strategies and programs in partnership with experts across Remitly - building rhythm of the business outcomes. As the senior HR leader for the Customer Success business, you will ensure process improvement and the successful scaled delivery of HR services to our Customer Success workforce.

You Will:

  • Lead the CS Sites HR teams (Manila, Managua, Cork) and partner with multiple senior executives and their teams
  • Work with the VP of Global Human Resources to build people strategies and implement new strategic People programs across the employee lifecycle
  • Lead organizational design, workforce planning, succession planning, talent management and engagement initiatives to support a high-growth business
  • Drive data-based decisions that impact the people experience
  • Build HR policies, processes and tools that ensure a high-quality employee experience
  • Ensure global and local compliance in all Human Resource areas through process documentation, policies, manuals, training, regular audits and proactive reporting
  • Partner with managers to retain, develop and motivate people to achieve their fullest potential
  • Partner to improve employee engagement, experience, performance and retention
  • Assess and address development needs of leadership and employees and contribute to manager capability efforts
  • Engage with recruiting to support business growth
  • Be a key contributor to the ideation, implementation, and measurement of DEI initiatives
  • Lead change and innovate on behalf of Remitly team members

You Have:

  • 10+ years experience in Global HR, Organizational and Talent Management, or related experience
  • 5+ years in a leadership role, managing a team of HR professionals
  • Bachelor's degree in Human Resource Management, or related field. PHR, SPHR, or HRCI certification preferred.
  • Global experience in leading cross functional projects, working collaboratively with all levels of the company
  • Have a global mindset - understanding country, regional and local differences and requirements.
  • Functional expertise in employee relations and internal communications management
  • Identify and diagnose problems, then implement appropriate solutions in an innovative environment
  • Strong change management capabilities - must be able to navigate leaders through a variety of organizational transitions
  • The ability to relate to, listen and coach employees of all levels in the organization
  • Exhibit strong written and verbal communication skills to will support broader efforts of leadership team
  • Strong alignment to our mission and values

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
  • Employee Stock Purchase Plan (ESPP) available for eligible employees
  • Continuing education and corridor travel benefits

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