Additional Information
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.
Remitly · Managua, Nicaragua