Senior Team Manager, Customer Protection

Managua, Nicaragua

Category: Customer Success
Job ID: R_105990
Job Type: Regular

Job Description:

At Remitly, we believe everyone deserves the freedom to access, move, and manage their money wherever life takes them. Since 2011, we’ve tirelessly delivered on our promise to customers sending money globally, providing secure, simple, and reliable ways to manage their money, ensuring true peace of mind. Whether it’s supporting loved ones back home, growing a business across continents, or pursuing new opportunities abroad, we’re not just here to move money— we’re here to move our global customers forward.

We’re looking for builders, reimaginers, and global thinkers who want to work at the intersection of technology, trust, and transformation. If that’s you and you’re ready to do the most meaningful work of your career—we invite you to join over 2,800 passionate Remitlians worldwide who are united by our vision to transform lives with trusted financial services that transcend borders.

About the role:

The Senior Team Manager (STM), Customer Protection is a frontline leadership role responsible for driving operational excellence, decision accuracy, and people development across Customer Protection teams. This role leads multiple Team Managers (TMs) and their teams handling high-risk and regulated workflows, including Fraud Reviews, Identity Verification, Enhanced Due Diligence (EDD), Watchlist (Sanctions/PEP), High-Value Transactions, CSI (Compliance Squad Investigations), and Disputes Investigations.

The STM plays a critical role in translating strategy into execution, ensuring performance standards are consistently met while fostering a culture of accountability, trust, and continuous improvement aligned with Remitly’s mission to transform lives through trusted financial services.

You will:

Operational Leadership

Lead day-to-day CPT operations through Team Managers, ensuring consistent achievement of KPIs across (including but not limited to) Decision Accuracy, Chargeback, Efficiency, AHT, Review Time, Time to Resolve, Reliability, and Process Adherence.
Own operational governance at the team level, including performance reviews, trend analysis, RCA execution, and action-plan follow-through.
Ensure operational readiness across shifts and workflows in a 24/7 environment, partnering closely with Workforce Management / GCC.

People Leadership & Coaching

Provide direct management and coaching to Team Managers, empowering them to lead effectively, coach consistently, and foster team development.
Drive coaching compliance and effectiveness, focusing on behavior change and performance improvement versus volume
Foster high engagement, psychological safety, and accountability while maintaining high performance standards.

Decision Quality & Risk Management

Ensure teams execute accurate, compliant, and consistent decisions across all CPT workflows.
Partner with QA and CBA to understand quality trends, address gaps, and reinforce calibration outcomes as it relates to customer and company impact
Lead RCA efforts for decision accuracy, chargeback, remediation, audits, escalations, and operational variances.

Cross-Functional Collaboration

Partner with Product, Program Management, QA, L&D, WFM/GCC, Compliance, Analytics, and Engineering to resolve issues, improve workflows, and support continuous improvement.
Support escalation management and real-time issue resolution, ensuring timely communication and follow-through.

Culture, Values & Continuous Improvement

Role-model Remitly’s values: Be an Owner, Be Data Driven, Earn Trust Through Integrity, Aim for the Stars, Bias for Action, Hire & Grow Exceptional People, Be an Owner, Be Global, Lead Authentically Continuously Improve, Dive Deep, and Be a Compassionate Partner.
Identify opportunities to streamline processes, reduce manual effort, and improve team effectiveness.
Actively surface and validate associate insights through VOA and Innovation channels.

You have:

1-3 years of leadership experience in operations, preferably within risk, fraud, financial services, or regulated environments.
Proven experience managing Team Managers or supervisors in a high-volume, high-stakes environment.
Strong understanding of performance metrics, QA processes, and operational governance.
Demonstrated ability to analyze data, conduct RCA, and drive sustained improvement.
Excellent communication, coaching, and stakeholder-management skills.
Availability to work rotating schedules

Operational Scale & Complexity

Experience operating in 24/7, multi-queue, multi-LOB environments with competing priorities and fluctuating volumes.
Proven ability to manage capacity planning, queue health, and staffing tradeoffs in real time.
Comfort balancing risk mitigation, customer experience, and operational efficiency simultaneously.

Process Optimization & Efficiency

Demonstrated success driving process standardization, simplification, or redesign across operational teams.
Experience identifying and eliminating manual, redundant, or low-value work.
Ability to partner with cross-functional teams to translate operational pain points into scalable solutions.

People Leadership & Talent Development

Demonstrated ability to build leadership capability at the Team Manager level.
Experience creating and executing succession plans and developing internal talent pipelines.
Strong judgment in handling performance management, corrective action, and employee relations in partnership with HR.
Ability to maintain engagement and morale in high-pressure, high-accountability environments.

Change Leadership

Experience leading teams through organizational change, process transformation, or operational scaling.
Ability to clearly communicate the why behind change and sustain momentum through ambiguity.
Comfortable operating in environments with evolving priorities, tools, and policies.

Cross-Functional Influence

Proven ability to partner with Product, Engineering, Data, Compliance, and CX teams.
Ability to represent operational perspectives in strategic discussions and roadmap planning.

Preferred

Experience in Customer Protection, Fraud Operations, Risk, Compliance, or Contact Center leadership.
Exposure to cross-site or global operations.
Experience working with automation, analytics, or AI-enabled tools.

Our Benefits:

In Site Subsidized Meals
Transportation
Employee Stock Purchase Plan (ESPP)
Mental Health & Family Forming Benefits
Private Life Insurance
On site Clinic and Remitly Doctor
Continuous learning tools & certification programs
Two consecutive days off

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

Job Description:

At Remitly, we believe everyone deserves the freedom to access, move, and manage their money wherever life takes them. Since 2011, we’ve tirelessly delivered on our promise to customers sending money globally, providing secure, simple, and reliable ways to manage their money, ensuring true peace of mind. Whether it’s supporting loved ones back home, growing a business across continents, or pursuing new opportunities abroad, we’re not just here to move money— we’re here to move our global customers forward.

We’re looking for builders, reimaginers, and global thinkers who want to work at the intersection of technology, trust, and transformation. If that’s you and you’re ready to do the most meaningful work of your career—we invite you to join over 2,800 passionate Remitlians worldwide who are united by our vision to transform lives with trusted financial services that transcend borders.

About the role:

The Senior Team Manager (STM), Customer Protection is a frontline leadership role responsible for driving operational excellence, decision accuracy, and people development across Customer Protection teams. This role leads multiple Team Managers (TMs) and their teams handling high-risk and regulated workflows, including Fraud Reviews, Identity Verification, Enhanced Due Diligence (EDD), Watchlist (Sanctions/PEP), High-Value Transactions, CSI (Compliance Squad Investigations), and Disputes Investigations.

The STM plays a critical role in translating strategy into execution, ensuring performance standards are consistently met while fostering a culture of accountability, trust, and continuous improvement aligned with Remitly’s mission to transform lives through trusted financial services.

You will:

Operational Leadership

Lead day-to-day CPT operations through Team Managers, ensuring consistent achievement of KPIs across (including but not limited to) Decision Accuracy, Chargeback, Efficiency, AHT, Review Time, Time to Resolve, Reliability, and Process Adherence.
Own operational governance at the team level, including performance reviews, trend analysis, RCA execution, and action-plan follow-through.
Ensure operational readiness across shifts and workflows in a 24/7 environment, partnering closely with Workforce Management / GCC.

People Leadership & Coaching

Provide direct management and coaching to Team Managers, empowering them to lead effectively, coach consistently, and foster team development.
Drive coaching compliance and effectiveness, focusing on behavior change and performance improvement versus volume
Foster high engagement, psychological safety, and accountability while maintaining high performance standards.

Decision Quality & Risk Management

Ensure teams execute accurate, compliant, and consistent decisions across all CPT workflows.
Partner with QA and CBA to understand quality trends, address gaps, and reinforce calibration outcomes as it relates to customer and company impact
Lead RCA efforts for decision accuracy, chargeback, remediation, audits, escalations, and operational variances.

Cross-Functional Collaboration

Partner with Product, Program Management, QA, L&D, WFM/GCC, Compliance, Analytics, and Engineering to resolve issues, improve workflows, and support continuous improvement.
Support escalation management and real-time issue resolution, ensuring timely communication and follow-through.

Culture, Values & Continuous Improvement

Role-model Remitly’s values: Be an Owner, Be Data Driven, Earn Trust Through Integrity, Aim for the Stars, Bias for Action, Hire & Grow Exceptional People, Be an Owner, Be Global, Lead Authentically Continuously Improve, Dive Deep, and Be a Compassionate Partner.
Identify opportunities to streamline processes, reduce manual effort, and improve team effectiveness.
Actively surface and validate associate insights through VOA and Innovation channels.

You have:

1-3 years of leadership experience in operations, preferably within risk, fraud, financial services, or regulated environments.
Proven experience managing Team Managers or supervisors in a high-volume, high-stakes environment.
Strong understanding of performance metrics, QA processes, and operational governance.
Demonstrated ability to analyze data, conduct RCA, and drive sustained improvement.
Excellent communication, coaching, and stakeholder-management skills.
Availability to work rotating schedules

Operational Scale & Complexity

Experience operating in 24/7, multi-queue, multi-LOB environments with competing priorities and fluctuating volumes.
Proven ability to manage capacity planning, queue health, and staffing tradeoffs in real time.
Comfort balancing risk mitigation, customer experience, and operational efficiency simultaneously.

Process Optimization & Efficiency

Demonstrated success driving process standardization, simplification, or redesign across operational teams.
Experience identifying and eliminating manual, redundant, or low-value work.
Ability to partner with cross-functional teams to translate operational pain points into scalable solutions.

People Leadership & Talent Development

Demonstrated ability to build leadership capability at the Team Manager level.
Experience creating and executing succession plans and developing internal talent pipelines.
Strong judgment in handling performance management, corrective action, and employee relations in partnership with HR.
Ability to maintain engagement and morale in high-pressure, high-accountability environments.

Change Leadership

Experience leading teams through organizational change, process transformation, or operational scaling.
Ability to clearly communicate the why behind change and sustain momentum through ambiguity.
Comfortable operating in environments with evolving priorities, tools, and policies.

Cross-Functional Influence

Proven ability to partner with Product, Engineering, Data, Compliance, and CX teams.
Ability to represent operational perspectives in strategic discussions and roadmap planning.

Preferred

Experience in Customer Protection, Fraud Operations, Risk, Compliance, or Contact Center leadership.
Exposure to cross-site or global operations.
Experience working with automation, analytics, or AI-enabled tools.

Our Benefits:

In Site Subsidized Meals
Transportation
Employee Stock Purchase Plan (ESPP)
Mental Health & Family Forming Benefits
Private Life Insurance
On site Clinic and Remitly Doctor
Continuous learning tools & certification programs
Two consecutive days off

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

What our Remitlians say

Evelyne Kuo

Program Manager - Technical

On the Security & Privacy team, I reimagine what’s possible by going beyond traditional compliance to create a culture where security is part of everyone’s day-to-day — through programs like our champion network, engaging training sessions, and company-wide awareness events that make security approachable and empowering.”

What our Remitlians say

Amara Agbo

Software Development Engineer II

To me, reimagining what’s possible means constantly learning new technologies and applying cutting-edge solutions to build localized systems that scale across currencies, countries, and regulations. The challenges we solve at Remitly don’t just strengthen our platform — they expand financial access for millions of people worldwide. That’s what makes the work both exciting and impactful.”

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Rosa Castellon Herrera

Senior Team Manager - QA

Stand for excellence means to me always raising the bar, pushing through discomfort, to deliver our best to our teams and customers every time. We come together as a team to share ideas to develop a rubric that helps us deliver impactful results.”

What our Remitlians say

A photo of a Remitly employee, smiling and looking at the camera.

Stephanie Cameron

Senior Product Manager

On the product team at Remitly, I’m trusted to make decisions that drive real impact—not just for my team, but for the business and our customers. I’m encouraged to take ownership of problems even when they’re outside my immediate scope, to speak up, and to bring the right people together to solve them. Lately, that’s meant working on real-time FX and funding tools that support our treasury team in lowering transaction costs—so we can pass those savings on to our customers. That trust and cross-team collaboration make it easy to stay focused on what really matters in the long run.”

What our Remitlians say

Nadav Yekutiel

Senior Manager - Analytics

At Remitly, diving deep has meant pushing past easy answers to truly understand what our customers need. I’ve seen our analytics teams uncover insights that weren’t obvious at first glance — like identifying hidden friction points in the customer journey that, once solved, improved both experience and trust. This commitment to going beyond the surface makes our recommendations stronger, and it’s a big part of how we deliver meaningful impact across the business.”