Senior Program Manager, Outsourced Operations
Core
Own strategy, performance, and day-to-day management of outsourced customer operations across sites and regions, acting as the primary bridge between Remitly and BPO partners.
Role type
Senior IC program manager (outsourced operations)
Builds
Outsourced customer service operations and vendor management programs
Domain
Fintech / Customer Support Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Vendor relationship management, capacity planning, contract negotiation, SLA governance, data analysis (SQL/Excel/BI), continuous improvement methodologies (Lean/Six Sigma), cross-functional program leadership, budgeting and forecasting
Preferred skills
Fintech or payments industry experience, customer support platform familiarity (Salesforce/Zendesk), multi-geography vendor management, Six Sigma certification, second language proficiency
Technologies
Salesforce, Zendesk, Sprinklr, SQL, Excel, BI tools
Responsibilities
Manage end-to-end vendor relationships and hold them accountable to SLAs and KPIs; lead capacity planning and staffing discussions; negotiate pricing structures and contract renewals; independently lead complex cross-functional operational programs; analyze CX metrics (CSAT, FCR, AHT) and drive improvement plans; partner with Finance on budgeting and cost optimization; apply continuous improvement frameworks to operational processes.
Seniority
Senior, hands-on IC
