Vice President Product Management, Global Customer Success

Seattle, WA, United States

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 1,800 employees across 9 offices who are growing their careers while having a positive impact on people globally.

 

Remitly's Global Customer Success Product Team is at the core of Remitly's ability to deliver on our promises to our customers and is critical for our long term, multi-product success. Reporting to the EVP of the Fintech Platform, you will build a strong understanding of our customer and agent pain points. You will develop a multi year and multi product Customer Success Product strategy, set OKRs, and develop a roadmap to achieve those goals. You will work closely with both Remitly and 3rd party product managers, engineers, designers, and analysts in order to develop systems and tooling for our customer success agents as well as improve the consumer facing customer experience. You will partner across the organization including teams such as Operations, Business Management, and Consumer Product.

 

You Will:

  • Lead a growing global customer success product team, supporting all Remitly product lines
  • Own the Global Customer Success Product Team vision, strategy, and roadmap
  • Deeply understand customer and agent points of friction
  • Leverage Technology to dramatically improve agent efficiency and effectiveness, resulting in an even better customer experience and reduced cost to the business
  • Share findings and customer pain points throughout the organization but primarily with other product teams in order to improve the customer experience

You Have:

  • 12+ years of experience in Product Management, with strong experience and track record building delightful global product experiences preferably for our customer success agents as well as our end user customers; Customer Support/Success technology domain knowledge preferred
  • 7+ years as a leader of product teams
  • Strong customer advocate for customers and agents and wants to lead work that makes their lives measurably better
  • Experience working with both internal and external product teams; salesforce experience is a plus
  • Experience using customer data to build an inspiring product vision
  • Experience creating a product strategy and building a clear roadmap
  • Ability to drive consensus across with a broad set of internal and external partners
  • Experience with conversion funnels and running A/B tests to iterate on features
  • Analyzing quantitative and qualitative data to make product decisions

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

Compensation Details

The starting base salary range for this position is typically $210,000 - $250,000. In the U.S., Remitly employees are shareholders in our Company and equity is part of our total compensation plan. Your recruiter can share more information about medical benefits offered, as well as other financial benefits and total compensation components offered with this role.