Director of Customer Success

Job Description:

Remitly's 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 2,700 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 2,000 customer success professionals across 7 countries and play a key senior leadership role. Your focus will be to help transform the traditional global remittance industry, specifically through helping to lead and improve a world-class customer success team. This team delights and services our global customers through well managed operations and processes. You will be a steward and beacon of our customer-centric culture serving those who serve our customers by bringing your experience and cutting edge ideas to help us delight our customers. You will report directly to the Vice President and Head of Global Customer Success. This position can be based in Seattle, Washington or remote in the United States with international and domestic travel up to 25-50% of the time required.

You Will:

• Develop and implement strategic plans that align with the company's goals and objectives
• Partner closely with customer success leadership team to create leverage through your operational expertise.
• Play a key role in augmenting and coaching leaders in customer success, transfering 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 with 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 with internal and external partners for solutions.
• Develop and execute operational projects and initiative roadmaps to ensure ongoing performance, process or tool improvements and scalability, feeding into a culture of continuous improvement.
• Identify and contribute to the creation of new metrics, KPIs, reporting and monitoring to drive operational excellenceThis includes driving your team's success against KPIs in your areas of responsibility as well.
• 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 personnel, technology, and budget. Oversee the allocation and management of operational resources to meet business demands.
• Lead, develop, and mentor multiple complex program teams and operations areas.
• Lead and manage organizational change initiatives in partnership with the Change Management Team related to operational processes and communicating changes effectively.
• Experience developing and leading social media customer success strategy and operations.

You Have:

• 15+ years experience in banking or financial sectors, with increasing responsibility to lead complex customer-facing 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 24×7 environment and a willingness to adjust schedules to accommodate emerging business.
• 10+ years working with operations analysis methodologies, data-driven operations, and technology transformation.
• 5+ years of experience leading and responding to audits and regulatory exams in complex global financial service environments
• Strong alignment to our mission and values
• Data-driven, Experience inferring insights from data with the ability to tailor analysis to explain trends and patterns
• Bachelor's degree required, MBA preferred

Compensation Details. The starting base salary range for this position is typically $16