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Payments Operations Program Manager

Remitly, Seattle

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Payments Operations Program Manager

Remitly, an international remittance company, is seeking an experienced payments program manager, specifically with experience in program development and proven product leadership to focus on developing a scalable strategy for managing and maintaining partner relationships in an efficient way.

The ideal candidate for this role will have previous work experience in payments product management, operations, as well as relationship management. Financial services exposure is required. The candidate should have familiarity with working in a high volume 24/7 operations environment, is data driven and capable of succeeding in a fast-paced environment.

The Payments Operations Program Manager reports to the Director of Global Operations and is responsible for critical business metrics (i.e. exception rates, delivery promise and number of unexpected partner downtimes). This person will have an in depth knowledge of each partner integration and will be able to provide analyst around which partner process is causing the most customer friction.  You will partner with product, engineering, operations and data science to drive end-to-end solutions.

What you’ll be doing:

  • Maintain clear ownership of payment operations between sites (SEA, MNL, NIC and future sites)
  • Develop and maintain processes for all partner use cases, error codes, and escalations
  • Maintain and build out the correct transaction guides, coaching specs, standard operating procedures for all partners
  • Assist with planning and rollout of any new partner relationships as well as expansion of current partners footprint.
  • Partner with our Customer Escalations Manager, Expansion Project Managers, and Platform Product Manager(s) to continuously cultivate a viable, effective and efficient escalations organization that readily scales and pivots with business needs
  • Collaborate and partner with internal stakeholders to develop solutions to common transfer experience / partner pain points
  • Determine the appropriate communication channel and understand the impact to the customer experience from partner related escalations or missed PDP
  • Manage and communicate project status and changes in strategy, initiatives, standards, priorities and resource allocation.
  • Drive end-to-end ownership for the partner and customer escalations roadmap(s) to execute project delivery from scoping to implementation to maintenance.
  • Collaborate with product management to define product requirements related to operational needs.
  • Assist with the ongoing testing and QA of procedure adherence and tool/feature functionality.

 

Who we are looking for:

  • Proven ability to execute, collaborate, and drive results with operations, product managers and project managers
  • Communicates well (and often) with stakeholders and senior leadership team
  • Excellent analytical skills with the ability to tailor analysis to explain pattern trends, patterns and mitigating efforts to a broad group of internal stakeholders
  • Prior experience managing payments technology
  • Detail oriented
  • Well organized and able to manage competing priorities
  • Develops and maintains interpersonal relationships and is culturally sensitive
  • Ability to travel internationally

 

Preferred Qualification

  • Undergraduate degree
  • Strong written and verbal command of the English language; Spanish language skills preferred
  • Minimum 5-10 years in consumer payments
  • Knowledge of software APis
  • Experience with third party software integrations
  • Basic SQL, SAS or similar data analysis experience preferred
  • Advanced Microsoft Suite skills

Remitly is the largest independent digital remittance company headquartered in the United States, transferring over $3 billion in annualized volume from its customers in the United States, United Kingdom, and Canada to loved ones throughout the world. The company’s proprietary global transfer network includes its easy-to-use mobile app, which makes the process of sending money faster, easier, more transparent and less costly by eliminating the forms, codes, agents, extra time and fees typical of the traditional, century-old money transfer process. Remitly is backed by industry-leading investors, including World Bank’s International Finance Corporation (IFC), Silicon Valley Bank, Stripes Group, DFJ, DN Capital, QED Investors, Trilogy Equity Partners, Bezos Expeditions, Founders’ Co-Op, and TomorrowVentures. The company is headquartered in Seattle, with additional offices in London, the Philippines, and Nicaragua.

Remitly is an Equal Opportunity Employer. Individuals seeking employment at Remitly are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation. Remitly is an eVerify Employer.



About Remitly

Remitly is the largest independent digital remittance company headquartered in the United States, transferring over $2 billion in annualized volume from its customers in the United States, United Kingdom, and Canada to loved ones throughout the world. The company’s proprietary global transfer network includes its easy-to-use mobile app, which makes the process of sending money faster, easier, more transparent and less costly by eliminating the forms, codes, agents, extra time and fees typical of the traditional, century-old money transfer process. Remitly is backed by industry-leading investors, including World Bank’s International Finance Corporation (IFC), Silicon Valley Bank, Stripes Group, DFJ, DN Capital, QED Investors, Trilogy Equity Partners, Bezos Expeditions, Founders’ Co-Op, and TomorrowVentures. The company is headquartered in Seattle, with additional offices in London, the Philippines, and Nicaragua. Remitly Fast Facts: Established in 2011, Remitly got its start in the United States helping people send money to the Philippines 300 employees worldwide in 4 locations: Seattle, London, Manila, and Nicaragua Allows people to send money from 3 countries: United States, United Kingdom, and Canada Helps people receive money in 10 countries: Philippines, India, Mexico, Colombia, Ecuador, El Salvador, Guatemala, Honduras, Nicaragua, and Peru Remitly customers send over $2 billion in annual remittance volume around the globe Global network of over 40,000 bank and cash payout partners Raised $100 million total in financing from Stripes Group, Vulcan Capital, World Bank’s International Finance Corporation (IFC), DFJ, DN Capital, Bezos Expeditions and Trilogy Equity Partners

Want to learn more about Remitly? Visit Remitly's website.