Senior Program Manager, Technical – Multiproduct & New Initiatives

About the role

Remitly is reimagining international payments and building new products such as the Remitly Card and recipient experiences. As a Senior Program Manager, Technical for Multiproduct & New Initiatives, you will lead a team of Program Managers and Specialists to design and launch scalable customer‑success operations that leverage automation and AI.

Key responsibilities

• Lead and develop a team of Program Managers and Specialists supporting new initiatives across Remitly Card, receivers, freelancers and stored‑value products.
• Operationalize multiproduct consumer‑support policies, create SOPs, and build case‑handling tools in partnership with Customer Success Technology and Product teams.
• Design and implement AI‑driven automation to reduce repetitive work while ensuring human oversight for complex issues.
• Maintain documentation, project scopes and deliverables, and coordinate cross‑functional launch readiness plans.
• Monitor compliance, risk exposure and performance metrics such as CSAT, repeat contact rate and handle time.

Required profile

• At least 1 year of experience managing managers in Operations or Customer Success within banking or financial services.
• Proven program/project management experience with cards, lending, banking or small‑business payments.
• Familiarity with financial regulatory frameworks (MSB, AML, KYC) and compliance requirements.
• Strong quantitative fluency with metrics governing service performance.

Required skills

• Hands‑on use of AI tools to automate workflows and generate insights.
• Experience with Customer Success Technology platforms for case routing, tagging and automation.
• Data analysis and reporting using quantitative metrics.

What we offer

• On‑site subsidized meals and transportation.
• Employee Stock Purchase Plan (ESPP) and private life insurance.
• On‑site clinic, mental‑health and family‑forming benefits.
• Continuous learning tools, certification programs and two consecutive days off.