Program Manager, Customer Success Expansion

Manila - Philippines

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Job Description:

As a Program Manager for Customer Success Expansion you will own the customer and business outcomes tied to new send-country launches. You will ensure Customer Success (CS) is operationally ready for each launchincluding staffing capacity routing compliance readiness SOPs training and change management. You will partner with cross-functional teams (CS Ops WFM Compliance Legal L&D CST Expansion) to deliver seamless launches that minimize operational risk and improve the customer experience. You will build repeatable frameworks that make future launches faster more efficient and lower-risk. Beyond country launches you may assume ownership of other programs within the CS Risk portfolio and contribute to the expansion of new product support. You will be a key enabler of Remitlys growth strategy ensuring that CS is positioned to deliver culturally aligned compliant and high-quality service to customers in new markets.

You will report to the Senior Manager Customer Success Risk Program.

You Will:

Lead end-to-end program delivery for new send-country launches ensuring on-time readiness across staffing routing compliance SOPs and training.
Create and manage program charters plans and metrics setting clear milestones risks and owners.
Collaborate across teams (Expansion Compliance Legal Ops WFM CST L&D) to align requirements timelines and decision-making.
Maintain SOPs and training content to ensure associates are equipped to deliver excellent customer support.
Anticipate risks and dependencies; define mitigation plans and hold owners accountable for execution.
Monitor post-launch corridor health metrics (CSAT SLA adherence KYC sideline rates fraud loss QA scores) to stabilize performance and drive improvements
Continuously improve processes by applying lessons learned to future launches standardizing playbooks and workflows.
Support the operational readiness of new product expansion within Customer Success.
Support other CS Risk programs when needed contributing to operational efficiency quality and customer experience.

You Have:

24 years of experience in Program Management or Operations ideally in a global customer-facing or regulated environment.
Demonstrated ability to lead programs end-to-end managing cross-functional stakeholders and delivering results on time.
Strong organization and planning skills including risk/issue management and sequencing competing priorities.
Experience with process documentation SOPs or training program development.
Analytical skills: ability to interpret metrics identify trends and translate insights into action.
Clear and concise communication skills; comfortable presenting program status risks and decisions to diverse stakeholders.
A customer-first mindset with focus on minimizing risk and optimizing experience.
Cultural sensitivity and experience working with globally distributed teams.

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Required Experience:

Manager

Job Description:.As a Program Manager for Customer Success Expansion you will own the customer and business outcomes tied to new send-country launches. You will ensure Customer Success (CS) is operationally ready for each launchincluding staffing capacity routing compliance readiness SOPs training a...

Job Description:

You will report to the Senior Manager Customer Success Risk Program.

You Will:

Lead end-to-end program delivery for new send-country launches ensuring on-time readiness across staffing routing compliance SOPs and training.
Create and manage program charters plans and metrics setting clear milestones risks and owners.
Collaborate across teams (Expansion Compliance Legal Ops WFM CST L&D) to align requirements timelines and decision-making.
Maintain SOPs and training content to ensure associates are equipped to deliver excellent customer support.
Anticipate risks and dependencies; define mitigation plans and hold owners accountable for execution.
Monitor post-launch corridor health metrics (CSAT SLA adherence KYC sideline rates fraud loss QA scores) to stabilize performance and drive improvements
Continuously improve processes by applying lessons learned to future launches standardizing playbooks and workflows.
Support the operational readiness of new product expansion within Customer Success.
Support other CS Risk programs when needed contributing to operational efficiency quality and customer experience.

You Have:

24 years of experience in Program Management or Operations ideally in a global customer-facing or regulated environment.
Demonstrated ability to lead programs end-to-end managing cross-functional stakeholders and delivering results on time.
Strong organization and planning skills including risk/issue management and sequencing competing priorities.
Experience with process documentation SOPs or training program development.
Analytical skills: ability to interpret metrics identify trends and translate insights into action.
Clear and concise communication skills; comfortable presenting program status risks and decisions to diverse stakeholders.
A customer-first mindset with focus on minimizing risk and optimizing experience.
Cultural sensitivity and experience working with globally distributed teams.