Program Manager, Customer Success Expansion

1 week ago

Manila, Philippines Remitly Inc. Full time
Program Manager, Customer Success Expansion page is loaded## Program Manager, Customer Success Expansionlocations: Manila, Phillippinestime type: Full timeposted on: Posted Todaytime left to apply: End Date: October 15, 2025 (20 days left to apply)job requisition id: R\_ **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 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.****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:*** 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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