Customer Experience Readiness Partner Director

6 days ago


Mandaluyong City, National Capital Region, Philippines Remitly, Inc. Full time
About the Role:

We are seeking an accomplished professional to assume the position of Customer Experience Readiness Partner Director, where you will lead critical initiatives to ensure our customer service teams are fully prepared for the successful rollout of new payment methods, corridor expansions, and partner integrations.

In this role, you will work closely with Product, Engineering, Change Management, and CS teams to design scalable processes, identify and mitigate risks, and ensure a seamless customer experience during product launches.

Your responsibilities will include developing and implementing detailed playbooks, processes, and workflows for smooth partner launches, collaborating with Product, Engineering, and Customer Service to identify and address operational gaps or risks before launching a new payment or disbursement partner, and leading cross-functional coordination to resolve dependencies and preempt customer-impacting issues.

Requirements:

  • 5+ years of experience in quality, operations, or a similar role within fintech or payments.
  • Strong organizational and project management skills, with the ability to balance multiple priorities and deadlines.
  • Exceptional communication and collaboration skills, capable of aligning diverse teams.
  • Analytical mindset with a track record of using data to drive decision-making.
  • Proven success in developing and scaling cross-functional processes.
  • Proficiency in English; additional languages are a plus.


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