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Opportunities

Program Manager - Customer Empathy at Remitly
Seattle, WA, US

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. Today, we are incredibly 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 who are growing their careers while having a positive impact on people globally.

About the Role:

As a Customer Empathy Program Manager at Remitly, you will be a part of the Customer Success Program Management team and responsible for connecting employees with qualitative insights and customer service experience so that we can empathize with our customers' experiences. You are someone who is passionate about building great customer experiences by listening to and learning from our customers and the Associates who support them. You will have experience in Customer Service, Operations, or Product leadership. You will partner with all teams to develop scalable and rituals for employees to connect with customers so that we always make customer-centric decisions.

You Will:

  • Lead scalable, routine opportunities for the global team to engage with Customers
  • Partner with team leaders to develop relevant Customer Empathy curriculum
  • Work with other Program Managers to integrate Customer Empathy into business rituals, including Onboarding and OKRs
  • Maintain a self-service toolkit for Customer Empathy engagement
  • Promote engagement company-wide
  • Manage logistics for large events, including Customer Day and Call Center Immersion

You Have:

  • Experience working with multiple teams to achieve a goal
  • Experience communicating well (and often) with team members and senior leaders
  • Maintain interpersonal relationships and be culturally sensitive
  • 3+ years in a project, operations, product, or program management role.
  • Basic data analysis experience

Our Benefits

  • Unlimited paid time off
  • Health, dental, and vision benefits + 401k plan with company matching
  • Company contributions to your HSA or FSA plan, if you choose one
  • Employee Stock Purchase Plan (ESPP) available for eligible employees
  • Continuing education and corridor travel benefits

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 organization 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 honorably 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