Senior Program Manager, Unwanted Activity Operations - Technical

Job Description

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 a Customer Success Senior Program Manager, Fraud Operations - Technical, you will oversee customer and business outcomes in the Unwanted Activity space, including Enhanced Due Diligence (EDD) and other Anti-Money Laundering (AML) controls. You are someone who is passionate about building great customer experiences and solving complex problems. You will partner with Product, Compliance, Operations, Data Science, and Engineering to analyze risk trends, implement solutions, and land impactful change across a growing, globally distributed Operations team. You will report to the Senior Manager, Customer Success Risk Programs.

You Will

• Oversee the Unwanted Activity Program’s vision, strategy and outcomes.
• Continuously improve the quality and operational efficiency of risk investigations.
• Lead global implementation of Unwanted Activity projects at scale, in partnership with our rapidly growing Operations teams.
• Investigate painful customer experiences, measure impact to the business, and collaboratively solve problems.
• Work with multiple teams to analyze risk trends, deploy interventions and monitor effectiveness.
• Maintain SOPs and training for all investigative processes to ensure agents are equipped to resolve issues on the first attempt with high customer satisfaction.
• Partner with internal leaders to land change and growth projects for Operations teams.
• Manage program communications, including program strategy, priorities, and project updates.
• Collaborate with Product Management to define requirements related to operational needs.
  
  

You Have

• 4+ years of experience in Program Management.
• Direct experience in Risk program management.
• 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.
  
  

Our Benefits

• Rice Allowance
• Transportation Allowance
• Paid Vacation
• Medical, Dental & Vision
• Accident and Life Insurance
• Employee Stock Purchase Plan (ESPP)
• Mental Health & Family Forming 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 equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.