Head of Operations (Senior Manager, Concierge Experience)
Core
Build and lead a concierge-level customer service team in Manila to deliver premium, trust-based remittance experiences for high-frequency senders.
Role type
Senior Manager, People Leadership & Service Operations
Builds
A specialized team of concierge relationship managers for Remitly's priority customer segment
Domain
International remittance, cross-border payments, financial services
Required skills
People leadership (hiring, coaching, performance management), team building, service culture creation, operating procedure design, quality management, stakeholder partnership, data-driven decision making
Preferred skills
High-value client service experience, private banking/wealth management background, compliance knowledge (EDD, fraud), outsourced team management, AI-assisted service tools
Technologies
CRM systems, AI-assisted service tools
Responsibilities
Own the full people lifecycle for the Concierge Experience team, establish operating procedures and quality benchmarks, manage scheduling and capacity across time zones, partner with Product and Risk teams, drive CSAT and retention outcomes
Seniority
Senior Manager, hands-on leadership
