Job Description
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 launchincluding 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
- 24 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.
