Program Manager, Customer Success Expansion

Managua, Nicaragua

Category: Program Management
Job ID: R_104991
Job Type: Regular

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:

As a Program Manager for Customer Success Expansion, you will own the customer and business outcomes tied to new send-country launches. You will ensure Customer Success (CS) is operationally ready for each launch—including staffing, capacity, routing, compliance readiness, SOPs, training, and change management. You will partner with cross-functional teams (CS Ops, WFM, Compliance, Legal, L&D, CST, Expansion) to deliver seamless launches that minimize operational risk and improve the customer experience. You will build repeatable frameworks that make future launches faster, more efficient, and lower-risk

Beyond country launches, you may assume ownership of other programs within the CS Risk portfolio and contribute to the expansion of new product support. You will be a key enabler of Remitly's growth strategy, ensuring that CS is positioned to deliver culturally aligned, compliant, and high-quality service to customers in new markets.

You will report to the Senior Manager, Customer Success Risk Program.

You Will:

Lead end-to-end program delivery for new send-country launches, ensuring on-time readiness across staffing, routing, compliance, SOPs, and training.
Create and manage program charters, plans, and metrics, setting clear milestones, risks, and owners.
Collaborate across teams (Expansion, Compliance, Legal, Ops, WFM, CST, L&D) to align requirements, timelines, and decision-making.
Maintain SOPs and training content to ensure associates are equipped to deliver excellent customer support.
Anticipate risks and dependencies; define mitigation plans and hold owners accountable for execution.
Monitor post-launch corridor health metrics (CSAT, SLA adherence, KYC sideline rates, fraud loss, QA scores) to stabilize performance and drive improvements
Continuously improve processes by applying lessons learned to future launches, standardizing playbooks and workflows.
Support the operational readiness of new product expansion within Customer Success.
Support other CS Risk programs when needed, contributing to operational efficiency, quality, and customer experience.

You Have:

2–4 years of experience in Program Management or Operations, ideally in a global, customer-facing, or regulated environment.
Demonstrated ability to lead programs end-to-end, managing cross-functional stakeholders and delivering results on time.
Strong organization and planning skills, including risk/issue management and sequencing competing priorities.
Experience with process documentation, SOPs, or training program development.
Analytical skills: ability to interpret metrics, identify trends, and translate insights into action.
Clear and concise communication skills; comfortable presenting program status, risks, and decisions to diverse stakeholders.
A customer-first mindset, with focus on minimizing risk and optimizing experience.
Cultural sensitivity and experience working with globally distributed teams.

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

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:

As a Program Manager for Customer Success Expansion, you will own the customer and business outcomes tied to new send-country launches. You will ensure Customer Success (CS) is operationally ready for each launch—including staffing, capacity, routing, compliance readiness, SOPs, training, and change management. You will partner with cross-functional teams (CS Ops, WFM, Compliance, Legal, L&D, CST, Expansion) to deliver seamless launches that minimize operational risk and improve the customer experience. You will build repeatable frameworks that make future launches faster, more efficient, and lower-risk

Beyond country launches, you may assume ownership of other programs within the CS Risk portfolio and contribute to the expansion of new product support. You will be a key enabler of Remitly's growth strategy, ensuring that CS is positioned to deliver culturally aligned, compliant, and high-quality service to customers in new markets.

You will report to the Senior Manager, Customer Success Risk Program.

You Will:

Lead end-to-end program delivery for new send-country launches, ensuring on-time readiness across staffing, routing, compliance, SOPs, and training.
Create and manage program charters, plans, and metrics, setting clear milestones, risks, and owners.
Collaborate across teams (Expansion, Compliance, Legal, Ops, WFM, CST, L&D) to align requirements, timelines, and decision-making.
Maintain SOPs and training content to ensure associates are equipped to deliver excellent customer support.
Anticipate risks and dependencies; define mitigation plans and hold owners accountable for execution.
Monitor post-launch corridor health metrics (CSAT, SLA adherence, KYC sideline rates, fraud loss, QA scores) to stabilize performance and drive improvements
Continuously improve processes by applying lessons learned to future launches, standardizing playbooks and workflows.
Support the operational readiness of new product expansion within Customer Success.
Support other CS Risk programs when needed, contributing to operational efficiency, quality, and customer experience.

You Have:

2–4 years of experience in Program Management or Operations, ideally in a global, customer-facing, or regulated environment.
Demonstrated ability to lead programs end-to-end, managing cross-functional stakeholders and delivering results on time.
Strong organization and planning skills, including risk/issue management and sequencing competing priorities.
Experience with process documentation, SOPs, or training program development.
Analytical skills: ability to interpret metrics, identify trends, and translate insights into action.
Clear and concise communication skills; comfortable presenting program status, risks, and decisions to diverse stakeholders.
A customer-first mindset, with focus on minimizing risk and optimizing experience.
Cultural sensitivity and experience working with globally distributed teams.

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

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