Risk Operations Program Manager for Global Customer Success

hace 6 días

Barranquilla, Atlántico, Colombia Remitly Inc. A tiempo completo
Program Manager, Customer Success Risk Job Description

About Us: Remitly Inc. is a financial technology company that aims to transform lives with trusted services that transcend borders. We have been delivering on our promises to people who send money around the world since 2011. Our vision is to reimagine global financial services and build products that extend beyond traditional barriers to give customers access to more of the services they need, regardless of their location.

The Role: As a Risk Operations Program Manager at Remitly Inc., you will oversee customer and business outcomes across our fraud, identity, and compliance operations. You will partner with Product, Compliance, Operations, Data Science, and Engineering teams to analyze risk trends, implement solutions, and drive impactful change across our globally distributed Operations team.

Key Responsibilities:

  • Lead global implementation of Risk Operations projects at scale, working closely with our rapidly growing Operations teams across multiple sites.
  • Help develop and execute the global Risk Operations strategy in collaboration with senior leaders.
  • Analyze risk trends, deploy interventions, and monitor their effectiveness in partnership with multiple teams.
  • Maintain SOPs for all investigative processes to ensure agents are equipped to resolve issues efficiently with high customer satisfaction.
  • Build training and quality materials for Risk Investigators.
  • Investigate painful customer experiences, measure their impact on the business, and collaborate with stakeholders to 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.

Your Background: To be successful in this role, you should have:

  • 3+ years of experience in Program Management or Operations leadership.
  • A track 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 collaborating with analytics teams.

Our Offerings: At Remitly Inc., we provide competitive compensation and benefits, including:

  • $85,000 - $110,000 per year, depending on your qualifications and experience.
  • Site-subsidized meals.
  • Transportation premium.
  • Language bonus.
  • Employee Stock Purchase Plan (ESPP).
  • Mental Health & Family Forming Benefits.
  • Private Life Insurance.
  • On-site Clinic and Remitly Doctor.
  • Continuous learning tools & certification programs.
  • Reduced Working Hours per Week (from 48 to 40).
  • Two consecutive days off.

Nondiscrimination Policy: Remitly Inc. is 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 discharged/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.

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