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:

Reporting to the Director, Product – AI Customer Experiences, you will be the owner of every self-service and assisted-service surface at Remitly—from our in-app Help Center and web FAQs to voice, WhatsApp, SMS, and any future channels. Your mission: deflect contacts by delighting customers, reducing cost-to-serve while lifting CSAT, retention, and lifetime value.

You Will:

• Define product vision, OKRs, and multi-year roadmap for AI-powered self-service and agent-assist journeys.
• Lead squads (Engineering, Design, Data, Ops, and Compliance) to ship features that resolve intents end-to-end.
• Instrument experiments (A/B, holdouts) and telemetry to prove impact on deflection, handle time, CSAT, and revenue.
• Mine customer feedback, contact-reason analytics, and market trends to size opportunities and create detailed PRDs. Ensure solutions meet KYC/AML, FX, and regional payout regulations while safeguarding privacy and model safety.
• Promote best practices in conversational UX and agentic AI across Remitly, mentoring junior PMs in the process.

You Have:

• 7 + years of product-management experience with 3 + years building support or CX platforms.
• Record launching AI- or chatbot-driven support experiences at global scale.
• Fluency in LLMs, dialog management, knowledge-graph tooling, and support Measurements (deflection %, FCR, CSAT).
• Comfort marrying qualitative insight with SQL-level quantitative analysis; you tell the story behind the numbers.
• Bias for rapid, iterative delivery in Agile/Lean environments.
• Experience scaling multi-modal interfaces (voice, chat, vision) and new “surfaceless” paradigms (RCS, embedded SDKs).
• Multilingual market exposure and understanding of regional customer needs

Compensation Details. The starting base salary range for this position is typically $150,000 – $190,000. 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. #LI-Hybrid

Our Benefits:

• Flexible paid time off
• Health, dental, and vision + 401k plan with company matching
• Paid parental, medical, military and family care leave
• Mental Health & Family Forming Benefits
• Employee Stock Purchase Plan (ESPP)
• Continuing education and travel benefits

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

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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