Senior Program Manager, Outsourced Operations

Vendor & Site Management

• Own end-to-end vendor relationships for assigned outsourced sites or regions, serving as the primary Remitly point of contact for all operational matters.

• Hold vendors accountable to contractual SLAs, quality standards, and customer experience KPIs; lead regular business reviews and escalation processes.

• Lead capacity planning discussions with vendors and internal workforce management teams, ensuring appropriate staffing to meet customer demand across channels (voice, chat, email).

• Negotiate and manage pricing structures, contract renewals, and change orders in partnership with Legal, Finance, and Procurement.

• Evaluate vendor health and performance on an ongoing basis; develop and execute improvement plans, and when necessary, support vendor transition or diversification strategies.

Program & Project Management

• Independently lead multiple concurrent programs — from scoped process improvement projects to large, cross-functional operational initiatives — with minimal guidance.

• Develop and maintain program roadmaps that align vendor operations with Remitly’s broader business strategy and seasonal demand cycles.

• Define program goals, success metrics, timelines, and resource plans; communicate progress and risks proactively to senior stakeholders.

• Drive structured problem-solving using data and operational insights; translate ambiguous business challenges into clear, actionable program plans.

• Partner with Finance on budgeting, forecasting, and cost optimization for outsourced operations spend.

Customer Experience & Quality

• Champion the customer experience at every stage of program design and execution — ensuring every outsourced interaction reflects Remitly’s brand values and trust standards.

• Analyze CSAT, FCR, AHT, and other CX metrics across vendor sites; identify root causes of experience gaps and own improvement plans.

• Partner with Quality and Training teams to design and enforce calibration, coaching, and upskilling programs at vendor sites.

• Represent the voice of the customer in cross-functional discussions with Product, Engineering, and Policy teams; surface systemic issues and advocate for product or process changes that reduce friction.

Continuous Improvement & Operational Efficiency

• Proactively identify opportunities to improve operational efficiency across vendor-managed processes, including automation, self-service deflection, and workflow redesign.

• Lead ideation and prioritization of operational improvement initiatives, and drive them from concept through implementation and measurement.

• Apply structured continuous improvement methodologies (e.g., Lean, Six Sigma, or equivalent) to vendor operations; build a culture of data-driven improvement.

• Collaborate with Product and Program Management teams to translate operational learnings into product requirements, and ensure new product launches are operationally ready at vendor sites.

• Build business cases for investments in tooling, training, or process changes that improve efficiency or customer outcomes, and present them to senior leadership.

Stakeholder Collaboration & Communication

• Act as a thought partner to Product and Program Managers, contributing operational context and insights during product development and roadmap planning.

• Prepare and deliver clear, data-driven communications and presentations for senior leadership, including QBRs, program updates, and strategic proposals.

• Build strong cross-functional relationships with Workforce Management, Quality, Finance, Legal, Compliance, and regional Operations leaders.

You Have:

Required

• 10+ years of experience in operations, program management, or vendor management, with demonstrated experience managing outsourced or BPO operations.

• Proven track record of independently leading complex, cross-functional programs from initiation through execution and measurement.

• Experience with capacity planning, vendor pricing, contract management, and SLA governance.

• Strong analytical skills — comfortable pulling and interpreting data (SQL, Excel, or BI tools) to diagnose performance gaps and build business cases.

• Excellent written and verbal communication skills; ability to write clear program roadmaps, executive updates, and vendor performance reports.

• Demonstrated customer obsession — a track record of using customer data and feedback to drive meaningful operational improvements.

• Product mindset — ability to translate operational problems into product insights and collaborate effectively with Product and Engineering teams.

• Experience applying continuous improvement frameworks (Lean, Six Sigma, Kaizen, or equivalent) in an operational context.

• Comfortable using AI tools in day-to-day work, or a demonstrated willingness to learn and adopt AI-powered solutions to improve operational efficiency and decision-making.

Preferred

• Experience in fintech, payments, financial services, or a mission-driven consumer technology company.

• Familiarity with customer support platforms (e.g., Salesforce, Zendesk, Sprinklr) and workforce management tooling.

• Experience managing vendor operations across multiple geographies or time zones, ideally including international markets.

• Six Sigma Green Belt or Black Belt certification, PMP, or equivalent program management credential.

• Experience in a high-growth environment, with a comfort level operating in ambiguity and adapting plans as conditions evolve.

• Proficiency in a second language spoken by Remitly’s customer base is a plus.

Our Benefits:

• Rice Allowance
• Transportation Allowance
• Paid Vacation
• Medical, Dental & Vision
• Accident and Life Insurance
• Employee Stock Purchase Plan (ESPP)
• Mental Health & Family Forming Benefits

Our Connected Work Culture: Driving Innovation, Together

At Remitly, we believe that true innovation sparks when we come together. Our Connected Work Culture fosters dynamic in-person collaboration, where ideas ignite and challenging problems find solutions faster. For corporate team members, we have an in-office expectation of at least 50% of the time monthly, typically achieved by coming in three days a week. This creates a consistent, meaningful overlap that supports team norms and business needs. Managers also have the flexibility to set higher expectations based on their team's specific needs. These intentional in-office moments are vital for deepening relationships, fueling creativity, and ensuring your impact is felt where it matters most.

Remitly is an E-Verify Employer

At Remitly, we are dedicated to ensuring that our workplace offers equal employment opportunities to all employees and candidates, in full compliance with applicable laws and regulations.