Program Manager, Root Cause & Remediation

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:

As the Root Cause & Remediation Program Manager you will own root cause analysis from data through to action. You will run weekly COTW reviews, lead AI-assisted thematic and individual case investigations, track remediation outcomes, and continuously improve our automated classification and outcome tracking infrastructure. You will partner closely with QA, Errors, Operations, and Product to turn complaint signals into documented process improvements that reduce L2 escalations and L3 regulatory exposure.

This role is ideal for someone who is equally comfortable querying data, prompting an LLM to surface themes, and writing an SOP. You bring systems thinking and attention to detail, and you understand that good RCA is not just about finding the root cause, it's about making sure it doesn't happen again.

You will help build a scalable RCA framework that drives transparency, accountability, and measurable improvements in customer experience and regulatory risk management.

You Will:

• Conduct structured root cause analysis on contacts, complaints and thematic complaint clusters using AI co-working tools (Claude, ChatGPT, NotebookLM, etc) and structured methodologies (e.g., 5 Whys, Fishbone, fault-tree analysis) to identify opportunities for process improvements, automation, and control enhancements

• Own end-to-end management of the Complaint of the Week (COTW) program, including Jira ticket creation, tracking, and stakeholder communication

• Maintain and continuously improve automated outcome tracking and reporting for complaints (upheld/not upheld), working with CST, Product, and Analytics teams to refine logic and coverage

• Own the Errors Remediation program: identify error-driven complaint patterns, define remediation requirements, and partner with Operations and Product on resolution

• Build and maintain a centralized RCA Jira board and reporting dashboard

• Develop and publish program documentation including SOPs, process change communications, and RCA methodology guides

• Report on complaint trends, RCA findings, and remediation outcomes in monthly business reviews and ad-hoc leadership requests

• Support internal and external audit readiness by maintaining clean, well-documented complaint records and remediation logs

• Contribute to CS Readiness, including change management training inputs and process updates based on RCA learnings

• Report on complaint trends, RCA findings, and remediation outcomes in monthly business reviews and ad-hoc leadership requests

• Build and maintain a centralized RCA Jira board and reporting dashboard.

• Contribute to CS Readiness, including change management training inputs and process updates based on RCA learnings.

You Have:

• 3+ years of experience in a regulated environment related to financial services, money transfers, or complaints operations

• Hands-on experience with root cause analysis methodologies (e.g., 5 Whys, fishbone, Six Sigma, Pareto) applied to operational or compliance problems

• Experience with case management or ticketing platforms (Jira, Salesforce, or equivalent); complaint review experience a strong plus

• Strong analytical and systems thinking,  you can connect individual complaint signals to upstream process or product gaps

• Exceptional attention to detail and organizational skills; comfortable managing a high volume of cases and tracking remediation across multiple workstreams

• Comfortable influencing cross-functional partners (Operations, Product, QA, Legal) without direct authority

• Understanding of consumer protection frameworks (Reg E, CFPB, or equivalent) and how complaint outcomes connect to regulatory risk

• Strong written communication skills; able to synthesize complex findings into concise, executive-ready summaries

Preferred:

• Ability to read and write SQL queries or work with data in analytics tools to pull and interpret complaint data 

• Proficiency with AI co-working tools including Claude, ChatGPT, or NotebookLM for thematic analysis, summarization, or process documentation

• Familiarity with Agile or Scrum frameworks; experience managing work in Jira including board configuration, epic/story management, and sprint or kanban tracking

• Experience building dashboards or visualizing data trends.

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

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 pro

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