Customer Success Site Director
Remitly
Manila
11d ago

At Remitly, our vision is to transform the lives of immigrants and their families by providing the most trusted financial service products on the planet.

Today we help immigrant communities around the world send over $8 billion a year to their loved ones. Sending money is faster, easier, and costs less with our all-

digital money transfer platform. At Remitly, your work has a direct and positive impact on people around the globe. Your work matters, every day.

We believe our vision, mission, cultural values and customer-centric people are strategic differentiators for our business.

These are not just words; we work hard to embed this philosophy into every aspect of our work. We are looking for a customer-

centric, inspiring and experienced leader of Customer Success to innovate, lead, grow and deliver outstanding customer service experiences, high-

quality risk operations, and broad supporting site functions to successfully serve our customers. We are proud to serve our customers with in-

house Remitly employees, so this senior leader will bring an owner mindset to scale our business and culture globally, attracting and continually improving the performance, success, engagement and retention of all employees.

This key role is the most senior leader for Remitly in the Philippines and will report directly to our Global Vice President of Customer Success based in Seattle.

As our Manila Site Director, you will :

  • Role model customer-centricity by managing outstanding delivery, results, and continuous improvement of customer facing and back-
  • office support and risk operations

  • Ensure our Manila site is an icon of Remitly’s cultural values by attracting, hiring, leading (directly or dotted-line), inspiring, engaging, developing and driving performance of all 400 and growing Manila based employees for Remitly including Customer Success, Risk Operations, Engineering, HR, Training, Workforce Management, Finance, Facilities, and IT
  • Significantly contribute to the development and communication of our Customer Success strategy, priorities and OKRs
  • Work as a strategic equal partner with Seattle HQ, using voice-of-customer and voice-of-agent data and anecdotes to improve product, process, policy and Customer Success initiatives
  • Use data and LEAN / Kaizen approaches to continuously improve our customer experience, business results, and efficiency
  • Who you are :

  • Customer-centric, inspiring leader with strategic, innovative mindset coupled with proven ability to execute and continuously improve in a culture-
  • first, data-driven environment

  • Owner mindset, experience with and desire to build a company where customers, people and culture are at the center of everything we do
  • Able to understand company strategy / initiatives and properly translate those into the highest impact Customer Success priorities, initiatives, and execution
  • Deep understanding of Customer Success (support, service, back-office) fundamentals and experience designing, implementing, executing, anc continuously improving innovative customer experience solutions
  • Inspiring people leader, with passion for and proven success attracting, developing and retaining highly motivated and high-
  • performing Customer Success professionals

  • Experience leading and / or deeply partnering with key Customer Success supporting functions including workforce planning, training, budgeting, facilities, HR, IT, Finance
  • High EQ with a strong work ethic and passion for excellence
  • Data-driven, Continuous Improvement mindset
  • Proven ability to sweat the details
  • 15 years experience; 8 years management responsibility.
  • Who we are :

    Remitly is a customer-centric, deeply-caring, fast-growing independent digital remittance company. We transfer over $8 billion in annualized volume through our proprietary global money transfer network across North America, Europe, Australia, Africa, Asia, Central, and South America.

    Our reliable and easy-to-use mobile app makes the process of sending money faster, easier, more transparent and less costly by eliminating the forms, codes, agents, extra time and fees typical of the traditional, century-

    old money transfer process. Remitly is backed by industry-leading investors including World Bank's International Finance Corporation (IFC), Naspers' PayU, Silicon Valley Bank, Stripes Group, DFJ, DN Capital, QED Investors, Trilogy Equity Partners, Bezos Expeditions, Founders' Co-

    Op, and TomorrowVentures. We are headquartered in Seattle, with additional offices in London, the Philippines, and Nicaragua.

    For more information, visit remitly.com.

    Remitly is an Equal Opportunity Employer. Individuals seeking employment at Remitly are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

    Remitly is an eVerify Employer.

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