Senior Program Manager managing compliance and regulatory operations at Remitly, operationalizing Consumer Protection and Privacy policies across Global Customer Support.
About the role
- Program Manager responsible for root cause analysis and remediation processes at Remitly. Collaborate with teams to improve operations in financial services for global customers.
Responsibilities
- Conduct structured root cause analysis on contacts, complaints and thematic complaint clusters using AI co-working tools (Claude, ChatGPT, NotebookLM, etc) and structured methodologies (e.g., 5 Whys, Fishbone, fault-tree analysis) to identify opportunities for process improvements, automation, and control enhancements
- Own end-to-end management of the Complaint of the Week (COTW) program, including Jira ticket creation, tracking, and stakeholder communication
- Maintain and continuously improve automated outcome tracking and reporting for complaints (upheld/not upheld), working with CST, Product, and Analytics teams to refine logic and coverage
- Own the Errors Remediation program: identify error-driven complaint patterns, define remediation requirements, and partner with Operations and Product on resolution
- Build and maintain a centralized RCA Jira board and reporting dashboard
- Develop and publish program documentation including SOPs, process change communications, and RCA methodology guides
- Report on complaint trends, RCA findings, and remediation outcomes in monthly business reviews and ad-hoc leadership requests
- Support internal and external audit readiness by maintaining clean, well-documented complaint records and remediation logs
- Contribute to CS Readiness, including change management training inputs and process updates based on RCA learnings
Requirements
- 3+ years of experience in a regulated environment related to financial services, money transfers, or complaints operations
- Hands-on experience with root cause analysis methodologies (e.g., 5 Whys, fishbone, Six Sigma, Pareto) applied to operational or compliance problems
- Experience with case management or ticketing platforms (Jira, Salesforce, or equivalent); complaint review experience a strong plus
- Strong analytical and systems thinking, you can connect individual complaint signals to upstream process or product gaps
- Exceptional attention to detail and organizational skills; comfortable managing a high volume of cases and tracking remediation across multiple workstreams
- Comfortable influencing cross-functional partners (Operations, Product, QA, Legal) without direct authority
- Understanding of consumer protection frameworks (Reg E, CFPB, or equivalent) and how complaint outcomes connect to regulatory risk
- Strong written communication skills; able to synthesize complex findings into concise, executive-ready summaries
- Ability to read and write SQL queries or work with data in analytics tools to pull and interpret complaint data preferred
- Proficiency with AI co-working tools including Claude, ChatGPT, or NotebookLM for thematic analysis, summarization, or process documentation preferred
- Familiarity with Agile or Scrum frameworks; experience managing work in Jira including board configuration, epic/story management, and sprint or kanban tracking preferred
- Experience building dashboards or visualizing data trends preferred.
Benefits
- In Site Subsidized Meals
- Transportation
- Employee Stock Purchase Plan (ESPP)
- Mental Health & Family Forming Benefits
- Private Life Insurance
- On site Clinic and Remitly Doctor
- Continuous learning tools & certification programs
- Two consecutive days off
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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