Job Description:
As a Senior Program Manager, Outsourced Operations, you will own the strategy, performance, and day-to-day management of Remitly’s outsourced customer operations across one or more sites and regions. You will be the primary bridge between Remitly and our BPO partners — holding them accountable to high-quality customer experiences, operational efficiency, and continuous improvement.
This is a high-impact, highly visible role that sits at the intersection of operations, product, and program management. You will independently lead programs ranging from targeted process improvements to multi-site transformation initiatives, partnering closely with Product Managers, Workforce Management, Quality, and Finance teams. You will bring a product mindset to operations — framing problems with data, proposing solutions, and driving them all the way through to execution.
You will report to the Head of CS and Outsourcing and will play a critical role in shaping how Remitly scales its operations globally without compromising on customer trust or experience.
Key Responsibilities
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.
Qualifications
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.
Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.