Job Description:

Associate Program Manager, Money Movement Efficiency

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 an Associate Program Manager, Money Movement Efficiency you will own our program related to efficiency of resolution for money movement related tasks worked by our Customer Service teams. This role is responsible for supporting our queueing strategy, resolution of engineering escalations, and improvements in our delivery promise for customers. The individual will work closely with external partners, internal stakeholders, and cross-functional teams to create a seamless customer experience and drive long-term customer satisfaction and retention. This role will report directly to the Senior Manager, CS Money Movement Operations & Programs.

You will:

• Develop a program strategy that aligns with our Customer Success and organizational objectives.

• Optimize our queueing criteria in order to reduce the total time to resolve and number of touches required to solve a customer issue for money movement related tasks.

• Own and standardize our partner communication guidelines to reduce the total volume that requires manual work.

• Partner with product teams to improve the accuracy of our delivery promised date given to customers.

• Develop and implement a strategy for engineering escalations coming from Customer Service sites.

• Analyze trends, challenges and opportunities for improvement in the total hours allocated to money movement workload.

• Implement communication rituals that can improve stakeholder engagement

Who you are

• Bachelor’s degree in Industrial Engineering, Computer Science, or Operations Research.

• 5+ years of experience in customer success, customer support, or operations management.

• 1+ years of experience in lean six sigma projects

• Proven ability to manage complex projects and multi-functional teams in a global environment.

• Exceptional communication and relationship management skills.

• Ability to work across multiple time zones and cultures effectively.

Our 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.