Director of Product, AI Customer Experiences
Director of Product, AI Customer Experiences
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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:
Reporting to the VP of Product this Director role blends strategic product leadership with full GM ownershipcreating both product vision and results for Remitlys AI-powered customer experiences. Youll own end-to-end responsibility for scaling existing AI experiences (e.g. chat-based send flows WhatsApp support) and launching new 0-to-1 interfaces like voice assistants and agentic bots. Your goal: increase revenue retention and wallet share by making remittances faster more personalized and more intuitive.
With full P&L and GTM accountability youll lead a team across product engineering design marketing and operations. Youll use a product-led growth (PLG) approach to increase onboarding activation and expansionfueling efficient customer-focused growth.
Partnering with engineering youll build on Remitlys Scout platformusing LLMs contextual agents and multi-modal delivery to ship seamless scalable experiences. This is a high-autonomy role for a GM- ready to build a business line at the intersection of AI and global FinTech.
You Will:
- Set vision & OKRs for AI customer experiences that move important metrics such as successful money-sent conversions CSAT and cost-to-serve.
- Define and sequence product roadmaps that use platform capabilities (orchestrator agent ML models multi-channel infrastructure) to ship new remittance journeys quickly .
- Create the product vision OKRs and roadmapsequencing 10 scale features and 0-1 bets.
- Define metrics experiments and telemetry to prove product-market fit and growth hypotheses.
- Instrument PLG funnels (signup activation habit expansion) and increase by A/B tests and in-product prompts.
- Understand immigrant customers jobs-to-be-done through qual/quant research journey analytics and in-market testing.
- Lead a mini-business (PM Engg Design Data Ops Marketing Finance Legal & Compliance).
- Ensure experiences are and compliant with KYC/AML FX and regional payout regulations.
- Create go-to-market with Marketing and Customer Success; measure impact through A/B tests funnel analysis and LLM quality metrics.
- Partner with regional Growth & Marketing teams on creative that resonates in local corridors and communities.
- Represent the product with senior leadership promoting AI best practices and influencing company-wide priorities.
You Have:
- 10 years of product-management experience with 3 years building support or CX platforms.
- Record launching AI- or chatbot-driven support experiences at global scale.
- Fluency in LLMs dialog management knowledge-graph tooling and support Measurements (deflection % FCR CSAT).
- Comfort marrying qualitative insight with SQL-level quantitative analysis; you tell the story behind the numbers.
- Bias for rapid iterative delivery in Agile/Lean environments.
- Experience scaling multi-modal interfaces (voice chat vision) and new surfaceless paradigms (RCS embedded SDKs).
- Multilingual market exposure and understanding of regional customer needs
Compensation Details. The starting base salary range for this position is typically $200000 - $250000. 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. #LI-Hybrid
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 pregnancy-related 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 assault or stalking or any other protected class as established by law.
Remitly is an E-Verify 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
