Senior Product Operations Manager - Payments

Job Description

Remitly is on a mission to transform the lives of immigrants and their families by providing the most trusted financial products on the planet. For nearly 10 years, we have been tirelessly delivering on our promises to immigrants sending their hard earned money home. Today, we are proud to have served millions of customers globally with Remitly and our newly launched Passbook app to provide immigrants access to banking. We strive daily to meet our promise to our customers by building peace of mind into everything we do. Join over 1,300 employees across 9 offices who are growing their careers while having a positive impact on people globally.

About the Role:

You will be part of the Payments Acceptance team within the International Product organisation. As part of this team, you will oversee the smooth operation of our payments experience and partners, in close partnership with your Product Manager, to ensure all our customers can pay however they want, whenever they need to.

We have a global network of payment partners and love to implement new ways of solving customer problems through improving our payments systems. The work you do here will shape the future of payments at Remitly. You will report to the Product Director for Payments.

You Will:

• Dive deep into business and operational metrics to identify relevant insights and improve payment success rates.
• Support the Product roadmap and enhancements to achieve operational, technical and product improvements.
• Manage operational issues ranging from individual tickets to larger events, by building and delivering a resolution plan and managing customer communications
• Manage operational efforts across teams, partnering with Product, Engineering, Customer Service, Compliance and Risk teams to ensure smooth rollout of new payment product features
• Partner with the Customer Service team to develop self help tools and educational content to empower Customer Service agents to serve wide range of customer needs
• Manage operational challenges with third-party partners to identify causes, resolutions, implement process improvements and hold a high bar for operational excellence.

You Have:

• A proven track record of managing external commercial partnerships with payment service providers
• Experience of managing small to medium sized projects through cross-functional management of matrix teams
• Operational management experience of owning customer success team instance resolution and partnering with engineering teams to maximise development outcomes (i.e. capacity versus overheads)
• Exceptional interpersonal and communication skills, both written and verbal, with internal and external audiences
• Excellent in using data to solve problems, trouble-shooting in high volume production environments and identifying customer and operational risk
• Effectively working in a cross-functional environment with technical, operations, and product management teams
• Self-motivated with the ability to multi-task and prioritise in demanding situations and meet deadlines
• BA/BS degree

Our Benefits

• "Open leave" policy, subject to approval
• Competitive salary
• Health insurance
• Travel benefit
• Learning benefit
• 3000+ free online courses available

Remitly is an Equal Opportunity Employer. Equal employment opportunity has been, and will continue to be, a fundamental principle at Remitly. We are committed to nondiscrimination across our global organisation 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 honourably 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 E-Verify Employer