Program Manager, Customer Success Expansion

3 weeks ago

Philippines Remitly, Inc. Full time

Overview

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 launch—including 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.

Responsibilities
  • 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.
Qualifications
  • 2–4 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.

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