<link id='css--app'rel="stylesheet" href="/dist/css/app.min.css"> Opportunities – Trilogy


Senior Operations Manager, Customer Service at Remitly
Manila, PH

At Remitly, our vision is to transform the lives of immigrants and their families by providing the most trusted financial service products on the planet. Today we help immigrant communities around the world send over $8 billion a year to their loved ones. Sending money is faster, easier, and costs less with our all-digital money transfer platform. At Remitly, your work has a direct and positive impact on people around the globe. Your work matters, every day.

We believe our vision, mission, cultural values and customer-centric people are strategic differentiators for our business. These are not just words; we work hard to embed this philosophy into every aspect of our work. We are looking for a customer-centric, inspiring and experienced leader of Customer Success to innovate, lead, grow and deliver outstanding customer service experiences, high-quality risk operations, and broad supporting site functions to successfully serve our customers. We are proud to serve our customers with in-house Remitly employees, so this senior leader will bring an owner mindset to scale our business and culture globally, attracting and continually improving the performance, success, engagement and retention of all employees.  This key role is the most senior leader for Remitly in the Philippines and will report directly to our Acting Global Delivery Leader based in Seattle.

As a Customer Service (CS) Operations Manager at Remitly's Manila site, your task will be to help transform the traditional global remittance industry, specifically through developing, managing and leading world-class CS teams. This includes managing, executing and continuously improving the ongoing CS support needed to meet service level agreements (SLA), quality and productivity targets; making key hiring decisions, implementing succession plans, developing people, and managing individual and team performance; supporting and executing the operational direction of the site’s CS teams in support of company goals and initiatives; driving operational continuous improvement efforts leveraging teams and resources across the company; and providing project management as it relates to the operational support of current and future products, services and markets.

We are looking for exceptional people who are willing to roll up their sleeves in a fast paced technology start-up and be part of the disruption. The successful candidate must excel as a self-starter and work well with cross-functional teams. The CS Operations Manager will report directly to the Manila’s CS Sr. Operations Manager and will have up to 15 direct reports that may include front line Customer Service Associate (CSA), Program Specialist and Team Manager positions. This position is based in Mandaluyong City, Philippines.

Job Requirements

  • Drive team and individual success against key performance indicators (KPIs) for areas of responsibility.
  • Manage performance of multiple direct reports which may include front line CSAs, Program Specialists and Team Managers – as well as additional individual contributor roles as needed.
  • Execute on succession planning, recruiting (as hiring manager), retention and career development tactics directly and in conjunction with peers, Human Resources (HR) and Recruiting.
  • Ensure adequate and the appropriate level of CS support capacity for assigned shifts, teams and initiatives on an ongoing basis.
  • Contribute to the development of and then execute on operational project and initiative roadmaps to ensure ongoing performance, process or tool improvements and scalability.
  • Proactively identify operational risks or issues and work closely with internal and external partners and stakeholders for solutions.
  • Identify and contribute to the creation of new metrics, KPIs, reporting and monitoring to drive operational excellence.
  • Actively nurture appropriate communication and feedback loops inside the team and throughout the company to leverage insights and learning to their fullest potential.
  • Model and promote the Remitly core values at all levels of the operations.

Job Qualifications

  • Bachelor’s degree in a technical, business, or related field.
  • At least five years’ experience managing CS teams in a fast paced technology environment, including at least three years’ experience managing multiple levels of roles including but not limited to people managers such as Team Leads.
  • Demonstrated success working under pressure of deadline with competing priorities.
  • At least two years of Intermediate proficiency in Excel and working with data to drive decisions.
  • Experience working with a 24x7 environment and a willingness to adjust schedules to accommodate emerging business
  • Excellent verbal and written communication skills (English).

Preferred Qualifications:

  • Advanced degree (technical or MBA) or equivalent work experience.
  • Lean Six Sigma Green or Black Belt Certification.
  • Knowledge of the financial services or payments industry.
  • Exceptional organizational skills.
  • Experience working with or for a BPO.
  • Second language a plus, such as Tagalog, Spanish, French, German, Italian or Chinese.

Who we are:

Remitly is a customer-centric, deeply-caring, fast-growing independent digital remittance company. We transfer over $8 billion in annualized volume through our proprietary global money transfer network across North America, Europe, Australia, Africa, Asia, Central, and South America. Our reliable and easy-to-use mobile app makes the process of sending money faster, easier, more transparent and less costly by eliminating the forms, codes, agents, extra time and fees typical of the traditional, century-old money transfer process. Remitly is backed by industry-leading investors including World Bank's International Finance Corporation (IFC), Naspers' PayU, Silicon Valley Bank, Stripes Group, DFJ, DN Capital, QED Investors, Trilogy Equity Partners, Bezos Expeditions, Founders' Co-Op, and TomorrowVentures. We are headquartered in Seattle, with additional offices in London, the Philippines, and Nicaragua. For more information, visit remitly.com.

Remitly is an Equal Opportunity Employer. Individuals seeking employment at Remitly are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

Remitly is an eVerify Employer.