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Program Manager, Customer Success Risk

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Remitly

Oct 26

  • Job
    Full-time
    Mid Level
  • Consulting
    Business, Operations & Strategy
  • Manila
    Remote
  • Quick Apply

AI generated summary

  • You need 3+ years in program management, experience in large team delivery, strong change management, root cause analysis skills, and the ability to interpret metrics and trends effectively.
  • You will lead global Risk Operations projects, analyze trends, develop training materials, investigate customer experiences, manage communications, and collaborate with teams to execute strategy effectively.

Requirements

  • 3+ years experience in Program Management or Operations leadership
  • Experience leading end-to-end program delivery across large teams.
  • Record of driving change and communicating results to stakeholders and senior leaders.
  • Experience applying root cause analysis to understand issues and develop preventative measures.
  • Experience interpreting metrics, recognizing trends, and communicating with analytics teams.

Responsibilities

  • Lead global implementation of Risk Operations projects at scale, in partnership with our rapidly growing Operations teams across sites (Seattle, Manila, Managua, Barranquilla, and Hyderabad).
  • Help develop and execute the global Risk Operations strategy.
  • Work with multiple teams to analyze risk trends, deploy interventions and monitor effectiveness.
  • Maintain SOPs for all investigative processes to ensure agents are equipped to resolve issues on the first attempt with high customer satisfaction.
  • Build training and quality materials for Risk Investigators.
  • Investigate painful customer experiences, measure impact to the business, and collaboratively solve problems.
  • Partner with internal leaders to land change and growth projects in Operations teams.
  • Manage program communications, including program strategy, priorities, and project updates.
  • Collaborate with Product Management to define requirements related to operational needs.

FAQs

What is the primary responsibility of the Program Manager, Customer Success Risk role?

The primary responsibility is to oversee customer and business outcomes across fraud, identity, and compliance operations, while partnering with various teams to analyze risk trends, implement solutions, and drive impactful change.

What teams will the Program Manager collaborate with in this role?

The Program Manager will collaborate with Product, Compliance, Operations, Data Science, and Engineering teams.

How many years of experience are required for this position?

A minimum of 3+ years of experience in Program Management or Operations leadership is required.

What key skills are important for this role?

Key skills include experience in end-to-end program delivery, driving change, root cause analysis, interpreting metrics, and effective communication with analytics teams.

Where are the operations teams located?

The operations teams are located in Seattle, Manila, Managua, Barranquilla, and Hyderabad.

Are there any specific benefits included with this job?

Yes, benefits include Rice Allowance, Transportation Allowance, Paid Vacation, Medical, Dental & Vision insurance, Accident and Life Insurance, Employee Stock Purchase Plan (ESPP), and Mental Health & Family Forming Benefits.

Is diversity and inclusion a priority for Remitly?

Yes, Remitly is committed to nondiscrimination and creating an inclusive environment for all employees, celebrating diversity across its global organization.

Who does the Program Manager report to?

The Program Manager reports to the Senior Manager, Customer Success Risk Operations.

Will the Program Manager be involved in developing training materials?

Yes, the Program Manager will build training and quality materials for Risk Investigators.

What kind of change initiatives will the Program Manager be expected to lead?

The Program Manager will lead global implementation of Risk Operations projects and help develop and execute the global Risk Operations strategy.

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Remitly

We are united through our mission - to tirelessly deliver on our promise to immigrants sending money across the world.

Finance
Industry
1001-5000
Employees
2011
Founded Year

Mission & Purpose

Remitly is a company that provides digital remittance services, enabling individuals to send money internationally in a safe, convenient, and cost-effective manner. Their ultimate mission is to transform the lives of immigrants and their families by providing them with financial inclusion and empowerment. Remitly's purpose is to create a global financial system that is more inclusive, accessible, and fair, allowing people to seamlessly send and receive money across borders, bridging the gap between loved ones and promoting economic opportunities worldwide.

Benefits

  • Continuing Education or Travel Stipend

    Spend up to $1,000 per year on costs related to continuing education or on travel to countries Remitly serves, allowing you to gain insights to our customer’s journeys.

  • Office Culture

    All of our office spaces offer our employees a place to collaborate and celebrate. With locally sourced artwork and vibrant designs, they create an environment that all can enjoy.

  • Flexible PTO, Schedules and Leaves

    Fill your cup up outside of work and take advantage of our generous paid time off policies, leave policies, and flex working hours to ensure you are able to meet the demands of life outside of work.

  • DEI Learning Opportunities

    Tap into the learning routines, resources and affinity groups Remitly provides to help you further your own DEI journey.