SeniorFull TimeEN
Job Description:
At Remitly, we believe everyone deserves the freedom to access, move, and manage their money wherever life takes them. Since 2011, we’ve tirelessly delivered on our promise to customers sending money globally, providing secure, simple, and reliable ways to manage their money, ensuring true peace of mind. Whether it’s supporting loved ones back home, growing a business across continents, or pursuing new opportunities abroad, we’re not just here to move money— we’re here to move our global customers forward.About the role:
The Senior Team Manager (STM), Customer Protection is a frontline leadership role responsible for driving operational excellence, decision accuracy, and people development across Customer Protection teams. This role leads multiple Team Managers (TMs) and their teams handling high-risk and regulated workflows, including Fraud Reviews, Identity Verification, Enhanced Due Diligence (EDD), Watchlist (Sanctions/PEP), High-Value Transactions, CSI (Compliance Squad Investigations), and Disputes Investigations.
The STM plays a critical role in translating strategy into execution, ensuring performance standards are consistently met while fostering a culture of accountability, trust, and continuous improvement aligned with Remitly’s mission to transform lives through trusted financial services.
You will:
Operational Leadership
Lead day-to-day CPT operations through Team Managers, ensuring consistent achievement of KPIs across (including but not limited to) Decision Accuracy, Chargeback, Efficiency, AHT, Review Time, Time to Resolve, Reliability, and Process Adherence.
Own operational governance at the team level, including performance reviews, trend analysis, RCA execution, and action-plan follow-through.
Ensure operational readiness across shifts and workflows in a 24/7 environment, partnering closely with Workforce Management / GCC.
People Leadership & Coaching
Provide direct management and coaching to Team Managers, empowering them to lead effectively, coach consistently, and foster team development.
Drive coaching compliance and effectiveness, focusing on behavior change and performance improvement versus volume
Foster high engagement, psychological safety, and accountability while maintaining high performance standards.
Decision Quality & Risk Management
Ensure teams execute accurate, compliant, and consistent decisions across all CPT workflows.
Partner with QA and CBA to understand quality trends, address gaps, and reinforce calibration outcomes as it relates to customer and company impact
Lead RCA efforts for decision accuracy, chargeback, remediation, audits, escalations, and operational variances.
Cross-Functional Collaboration
Partner with Product, Program Management, QA, L&D, WFM/GCC, Compliance, Analytics, and Engineering to resolve issues, improve workflows, and support continuous improvement.
Support escalation management and real-time issue resolution, ensuring timely communication and follow-through.
Culture, Values & Continuous Improvement
Role-model Remitly’s values: Be an Owner, Be Data Driven, Earn Trust Through Integrity, Aim for the Stars, Bias for Action, Hire & Grow Exceptional People, Be an Owner, Be Global, Lead Authentically Continuously Improve, Dive Deep, and Be a Compassionate Partner.
Identify opportunities to streamline processes, reduce manual effort, and improve team effectiveness.
Actively surface and validate associate insights through VOA and Innovation channels.
You have:
1-3 years of leadership experience in operations, preferably within risk, fraud, financial services, or regulated environments.
Proven experience managing Team Managers or supervisors in a high-volume, high-stakes environment.
Strong understanding of performance metrics, QA processes, and operational governance.
Demonstrated ability to analyze data, conduct RCA, and drive sustained improvement.
Excellent communication, coaching, and stakeholder-management skills.
Availability to work rotating schedules
Operational Scale & Complexity
Experience operating in 24/7, multi-queue, multi-LOB environments with competing priorities and fluctuating volumes.
Proven ability to manage capacity planning, queue health, and staffing tradeoffs in real time.
Comfort balancing risk mitigation, customer experience, and operational efficiency simultaneously.
Process Optimization & Efficiency
Demonstrated success driving process standardization, simplification, or redesign across operational teams.
Experience identifying and eliminating manual, redundant, or low-value work.
Ability to partner with cross-functional teams to translate operational pain points into scalable solutions.
People Leadership & Talent Development
Demonstrated ability to build leadership capability at the Team Manager level.
Experience creating and executing succession plans and developing internal talent pipelines.
Strong judgment in handling performance management, corrective action, and employee relations in partnership with HR.
Ability to maintain engagement and morale in high-pressure, high-accountability environments.
Change Leadership
Experience leading teams through organizational change, process transformation, or operational scaling.
Ability to clearly communicate the why behind change and sustain momentum through ambiguity.
Comfortable operating in environments with evolving priorities, tools, and policies.
Cross-Functional Influence
Proven ability to partner with Product, Engineering, Data, Compliance, and CX teams.
Ability to represent operational perspectives in strategic discussions and roadmap planning.
Preferred
Experience in Customer Protection, Fraud Operations, Risk, Compliance, or Contact Center leadership.
Exposure to cross-site or global operations.
Experience working with automation, analytics, or AI-enabled tools.
Our 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
Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
