Director of Product, AI Customer Experiences

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:

Reporting to the VP of Product, this Director role blends strategic product leadership with full GM ownership—creating both product vision and results for Remitly's AI-powered customer experiences. You'll 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, you'll lead a team across product, engineering, design, marketing, and operations. You'll use a product-led growth (PLG) approach to increase onboarding, activation, and expansion—fueling efficient, customer-focused growth.

Partnering with engineering, you'll build on Remitly's Scout platform—using 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 roadmap—sequencing “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:

• 7 + 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 $200,000 - $250,000. 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 identificatio