Program Manager, Customer Success Expansion

2 weeks ago

Mandaluyong, Philippines Remitly Full time

Program Manager, Customer Success Expansion

Remitly Mandaluyong, National Capital Region, Philippines

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.
You Have
  • 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.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Project Management and Information Technology

Referrals increase your chances of interviewing at Remitly by 2x

Get notified about new Program Manager jobs in Mandaluyong, National Capital Region, Philippines .

#J-18808-Ljbffr

  • Customer Success Consultant

    1 day ago

    Mandaluyong City, National Capital Region, Philippines Emapta Full time ₱900,000 - ₱1,200,000 per year

    Shape the future of customer success in digital property solutions. This role is more than managing accounts-it's about helping real estate clients thrive through digital platforms that boost adoption, strengthen retention, and deliver measurable growth. Be part of an industry at the forefront of change, where you can build a global career without ever...

  • Customer Success Manager

    4 weeks ago

    Mandaluyong, Philippines Emapta Global Full time

    Overview Join to apply for the Customer Success Manager role at Emapta Global . At Emapta, we go beyond building teams—we create thriving careers. As a trusted global outsourcing partner, we connect exceptional Filipino talent with top international clients, delivering world-class results while fostering growth, collaboration, and innovation. Our people...

  • Customer Success Manager

    3 weeks ago

    Mandaluyong, Philippines Fusion CX Full time

    Overview Fusion CX Mandaluyong, National Capital Region, Philippines Fusion CX revolutionizes customer experience by blending innovative technology and human connection. Our AI-driven tools and analytics empower our team to understand and anticipate customer needs, ensuring every interaction is meaningful and memorable. Serving various sectors like BFSI,...

  • Customer Success Consultant

    2 weeks ago

    Mandaluyong, Philippines Emapta Global Full time

    Overview As a Customer Success Consultant , you will manage customer relationships, support small business clients, and consult on solutions that enhance their success. This role combines proactive outreach with collaborative teamwork, ensuring that every client experience is seamless and valuable. Job Description As a Customer Success Consultant , you will...

  • Loyalty Program Manager

    2 weeks ago

    Mandaluyong, Philippines Data Analytics Ventures, Inc. Full time

    3 days ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. What can you tell your friends when they ask what you do? As the Manager of Loyalty Products at Data Analytics Ventures Inc. (DAVI), you will be responsible for driving the Go Rewards loyalty program’s strategic vision and execution. You will analyze...

  • CPT Team Manager, Customer Success

    4 weeks ago

    Mandaluyong, Philippines Remitly Full time

    Remitly Mandaluyong, National Capital Region, Philippines Join or sign in to find your next job Join to apply for the CPT Team Manager, Customer Success role at Remitly Remitly Mandaluyong, National Capital Region, Philippines 3 days ago Be among the first 25 applicants Join to apply for the CPT Team Manager, Customer Success role at Remitly Job...

  • Customer Success Consultant

    1 week ago

    Mandaluyong City, National Capital Region, Philippines Emapta Full time ₱900,000 - ₱1,200,000 per year

    Redefine how the world connects to property through tech solutionsTurn the key to a global career in property technology. In this role, you'll bridge homes and innovation, guiding clients through SaaS solutions that shape how real estate is bought, sold, and experienced. Gain international exposure while cementing your expertise in one of the world's...

  • Academy Officer

    3 weeks ago

    Mandaluyong, Philippines EastWest Bank Full time

    About the job Academy Officer - Program Manager About the Job Our EastWest Academy is looking for experienced professionals to join us in Ortigas in the role of Academy Officer - Program Manager . In this role, you will oversee the implementation of the Learning and Development Framework, focusing on identifying, developing, delivering, and evaluating...

  • Customer-Facing Project Management Lead

    4 days ago

    Mandaluyong, Philippines - Full time

    Job Summary If you are a professional looking for an opportunity to work with the global Emerson Systems and Software organization, this is a stimulating opportunity for you! You will play a vital role in upholding the Global Strategic Services team's mission of being the key enablers of DeltaV Core Services, empowering the global Emerson Lifecycle Services'...

  • Program Manager

    4 weeks ago

    Mandaluyong, Philippines Thumbtack Full time

    Thumbtack helps millions of people confidently care for their homes. Thumbtack is the one app you need to take care of and improve your home — from personalized guidance to AI tools and a best-in-class hiring experience. Every day in every county of the U.S., people turn to Thumbtack to complete urgent repairs, seasonal maintenance and bigger...