Senior Program Manager, Outsourced Operations
Core
Own the strategy, performance, and day-to-day management of outsourced customer operations across multiple sites and regions, acting as the primary bridge between Remitly and BPO partners.
Role type
Senior Program Manager, Outsourced Operations
Builds
Outsourced customer service operations, process improvements, and operational efficiency initiatives for global money transfer customers.
Domain
Fintech / Customer Operations / Vendor Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Vendor & site management, Program & project leadership, Capacity planning, Contract negotiation, Data analysis (SQL/Excel/BI), Continuous improvement methodologies (Lean/Six Sigma), Stakeholder collaboration, Product mindset
Preferred skills
Fintech experience, Customer support platform familiarity, Multi-geography management, Six Sigma/PMP 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 with vendors and internal teams; Independently lead complex, cross-functional operational programs from initiation to execution; Analyze CX metrics (CSAT, FCR, AHT) and drive improvement plans; Partner with Finance on budgeting, forecasting, and cost optimization; Champion customer experience by designing calibration and coaching programs at vendor sites; Identify and implement operational efficiency opportunities including automation and workflow redesign.
Seniority
Senior, hands-on IC
