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:

CS Program Manager I at Remitly, you will be responsible for customer and business outcomes across our global partner network and operations teams, particularly in managing transaction delays that erode customers' trust. You're passionate about building great customer experiences and solving complex problems by creating workflows that optimize resolution for our customer service teams. You have previous experience in Customer Service and/or Operations leadership. You will report to the Senior Manager, CS Money Movement Programs & Operations.

A typical day would include analyzing and evaluating customer service delivery quality, meeting with product teams to develop tools that can maximize resolution, developing programs that increase our operations quality, and partner with other functions across the organization to land projects.

You Will:

• Manage our transaction delays program by designing and implementing processes that allow for faster processing times.
• Identify bottlenecks in transaction processing and partner with product and operations teams to address highest opportunities.
• Create a flywheel of feedback that can inform multi-product requirements for managing delays.
• Report on metrics to measure program success.
• Improve resolution rates of disbursement issues in our customer service teams through waste reduction.
• Develop and maintain processes and policies for all disbursement-related issues that affect customer experience
• Identify and improve the success rate of Customer Self-Help content in partnership with our Digital Support Team.

You Have:

• 1+ year 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.

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