Job Description:

As a Senior Program Manager, Outsourced Operations, you will own the strategy, performance, and day-to-day management of Remitly’s outsourced customer operations across one or more sites and regions. You will be the primary bridge between Remitly and our BPO partners — holding them accountable to high-quality customer experiences, operational efficiency, and continuous improvement.
This is a high-impact, highly visible role that sits at the intersection of operations, product, and program management. You will independently lead programs ranging from targeted process improvements to multi-site transformation initiatives, partnering closely with Product Managers, Workforce Management, Quality, and Finance teams. You will bring a product mindset to operations — framing problems with data, proposing solutions, and driving them all the way through to execution.
You will report to the Head of CS and Outsourcing and will play a critical role in shaping how Remitly scales its operations globally without compromising on customer trust or experience.

Key Responsibilities

Vendor & Site Management

Own end-to-end vendor relationships for assigned outsourced sites or regions, serving as the primary Remitly point of contact for all operational matters.
Hold vendors accountable to contractual SLAs, quality standards, and customer experience KPIs; lead regular business reviews and escalation processes.
Lead capacity planning discussions with vendors and internal workforce management teams, ensuring appropriate staffing to meet customer demand across channels (voice, chat, email).
Negotiate and manage pricing structures, contract renewals, and change orders in partnership with Legal, Finance, and Procurement.
Evaluate vendor health and performance on an ongoing basis; develop and execute improvement plans, and when necessary, support vendor transition or diversification strategies.

Program & Project Management

Independently lead multiple concurrent programs — from scoped process improvement projects to large, cross-functional operational initiatives — with minimal guidance.
Develop and maintain program roadmaps that align vendor operations with Remitly’s broader business strategy and seasonal demand cycles.
Define program goals, success metrics, timelines, and resource plans; communicate progress and risks proactively to senior stakeholders.
Drive structured problem-solving using data and operational insights; translate ambiguous business challenges into clear, actionable program plans.
Partner with Finance on budgeting, forecasting, and cost optimization for outsourced operations spend.

Customer Experience & Quality

Champion the customer experience at every stage of program design and execution — ensuring every outsourced interaction reflects Remitly’s brand values and trust standards.
Analyze CSAT, FCR, AHT, and other CX metrics across vendor sites; identify root causes of experience gaps and own improvement plans.
Partner with Quality and Training teams to design and enforce calibration, coaching, and upskilling programs at vendor sites.
Represent the voice of the customer in cross-functional discussions with Product, Engineering, and Policy teams; surface systemic issues and advocate for product or process changes that reduce friction.

Continuous Improvement & Operational Efficiency

Proactively identify opportunities to improve operational efficiency across vendor-managed processes, including automation, self-service deflection, and workflow redesign.
Lead ideation and prioritization of operational improvement initiatives, and drive them from concept through implementation and measurement.
Apply structured continuous improvement methodologies (e.g., Lean, Six Sigma, or equivalent) to vendor operations; build a culture of data-driven improvement.
Collaborate with Product and Program Management teams to translate operational learnings into product requirements, and ensure new product launches are operationally ready at vendor sites.
Build business cases for investments in tooling, training, or process changes that improve efficiency or customer outcomes, and present them to senior leadership.

Stakeholder Collaboration & Communication

Act as a thought partner to Product and Program Managers, contributing operational context and insights during product development and roadmap planning.
Prepare and deliver clear, data-driven communications and presentations for senior leadership, including QBRs, program updates, and strategic proposals.
Build strong cross-functional relationships with Workforce Management, Quality, Finance, Legal, Compliance, and regional Operations leaders.

Qualifications

Required

10+ years of experience in operations, program management, or vendor management, with demonstrated experience managing outsourced or BPO operations.
Proven track record of independently leading complex, cross-functional programs from initiation through execution and measurement.
Experience with capacity planning, vendor pricing, contract management, and SLA governance.
Strong analytical skills — comfortable pulling and interpreting data (SQL, Excel, or BI tools) to diagnose performance gaps and build business cases.
Excellent written and verbal communication skills; ability to write clear program roadmaps, executive updates, and vendor performance reports.
Demonstrated customer obsession — a track record of using customer data and feedback to drive meaningful operational improvements.
Product mindset — ability to translate operational problems into product insights and collaborate effectively with Product and Engineering teams.
Experience applying continuous improvement frameworks (Lean, Six Sigma, Kaizen, or equivalent) in an operational context.
Comfortable using AI tools in day-to-day work, or a demonstrated willingness to learn and adopt AI-powered solutions to improve operational efficiency and decision-making.

Preferred

Experience in fintech, payments, financial services, or a mission-driven consumer technology company.
Familiarity with customer support platforms (e.g., Salesforce, Zendesk, Sprinklr) and workforce management tooling.
Experience managing vendor operations across multiple geographies or time zones, ideally including international markets.
Six Sigma Green Belt or Black Belt certification, PMP, or equivalent program management credential.
Experience in a high-growth environment, with a comfort level operating in ambiguity and adapting plans as conditions evolve.
Proficiency in a second language spoken by Remitly’s customer base is a plus.

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