Director of Customer Success
Director of Customer Success
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Job Description
Job Description:
Remitlys vision is to transform lives with trusted financial services that transcend borders. Since 2011 we have been tirelessly delivering on our promises to people who send money around the world. Today we are reimagining global financial services and building products that extend beyond traditional barriers to give customers access to more of the services they need no matter where they call home. Join over 2700 employees worldwide who are growing their careers with purpose and connection with our customers while having a positive impact on millions of people around the globe.About the Role:
As Customer Success Director of Global Delivery at Remitly you will join a global team of over 2000 customer success professionals across 7 countries and play an important senior leadership role. Your focus will be to help transform the traditional global remittance industry specifically through helping to lead and improve a worldclass customer success team that delights and services our global customers through well managed operations and processes. You will be a steward and beacon of our customercentric culture serving those who serve our customers bringing experience and cutting edge ideas to help us delight our customers.
We are looking for someone who is customercentric and thinks backwards from their perspective. As we rapidly continue to scale our global operations you will need to bring a proven ability to understand and translate complex global customer risk and compliance requirements across a multiproduct environment into elegant well managed customercentric solutions that enable our team to deliver delightful experiences while we also continue to strengthen our first line of defense in a customercentric way. We are looking for an expert in financial services risk operations with experience leading scaling and innovating customercentric solutions that also improve risk posture across customer due diligence KYC AML and protecting our customers through preventing fraud and scams.
You will bring global operational experience and a global mindset to the team augmented with the ability to use data analytics and technology to drive insights and results. You will need to be a leader who understands the power of technology and how it can ensure a better experience for our customers and agents. You are a change agent who has experience leading complex change and technology transformation across multiple operational sites with excellence. You will partner across product engineering risk analytics and compliance teams and lead to win as one team inspired by our customers. You will report directly to the Vice President and Head of Global Customer Success. This position is based in Seattle Washington with international and domestic travel up to 2550 of the time required.
You Will:
- Partner closely with customer success leadership team to create leverage using your operational experience
- Help augment and coach leaders in customer success to transfer your financial services and risk management expertise
- Lead audit and exam responses for customer success and develop and coach these competencies into the team
- Ensure that operational strategies contribute to the overall success of the business in partnership with product business management and compliance.
- Partner product teams to build effective mechanisms to measure and manage the quality and efficiency of tasks
- Identify inefficiencies in existing processes and implementing improvements
- Continue to evolve the first line of defense and proactively identify operational risks or issues and working closely with internal external partners and stakeholders for solutions
- Develop and execute operational projects and initiative roadmaps to ensure ongoing performance process or tool improvements and scalability
- Identify and contribute to the creation of new metrics KPIs reporting and monitoring to drive operational excellence
- Monitor and analyze performance data to ensure targets are met addressing performance gaps and developing strategies to improve outcomes
- Ensure optimal use of resources including workforce technology and budget. Overseeing the allocation and management of operational resources to meet business demands
- Lead develop and mentor multiple complex program teams and operations areas
- Drive team and individual success against key performance indicators (KPIs) for areas of responsibility
- Nurture communication and feedback loops inside the team and throughout the company to leverage insights and learning to their fullest potential
- Lead and manage organizational change initiatives in partnership with the Change Management Team related to operational processes and communicating changes
- Ensure compliance with industry regulations and standards and implementing and maintaining quality management systems
You Have:
- 15 years experience in banking or financial sectors with increasing responsibility to lead complex customerfacing regulated operations both internally and externally
- 15 years experience managing large teams and collaborating globally
- 10 years experience in risk management consumer compliance internal controls QA testing fraud prevention or auditing.
- 10 Experience leading teams in global operations that operate within a 247 environment and a willingness to adjust schedules to accommodate emerging business.
- 10 years working with operations analysis methodologies datadriven operations and technology transformation.
- 5 years of experience leading and responding to audits and regulatory exams in complex global financial service environments
- Datadriven with the ability to tailor analysis to explain trends and patterns
- Bachelors degree required
Compensation Details. The starting base salary range for this position is typically $160000$200000. In the U.S. Remitly employees are shareholders in our Company and equity is part of our total compensation plan. Your recruiter can share more information about medical benefits offered as well as other financial benefits and total compensation components offered with this role.
#LIHybrid
This is a hybrid remote/inoffice role.
Our Benefits:
- Flexible paid time off
- Health dental and vision 401k plan with company matching
- Paid parental medical military and family care leave
- Mental Health & Family Forming Benefits
- Employee Stock Purchase Plan (ESPP)
- Continuing education and travel benefits
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 womans potential to get pregnant pregnancyrelated 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 or stalking or any other protected class as established by law.
Remitly is an EVerify Employer
Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Required Experience:
Director
Employment Type
Full-Time
