BPO Vendor Manager

Remitly PHL Operations Inc.; Manila; On-site; PHP 1,800,000 - 3,200,000; Full time

Benefits offered by this job

Rice Allowance

Transportation Allowance

Paid Vacation

Medical, Dental & Vision

Accident and Life Insurance

Employee Stock Purchase Plan (ESPP)

Mental Health & Family Forming Benefit

Job summary

Remitly PHL Operations Inc. is hiring for a senior-level role focused on vendor and site management, program leadership, and continuous improvement across outsourced operations. You will own vendor relationships, drive cost optimization, and ensure quality across multiple sites.

You will lead cross-functional programs, align roadmaps with business goals, and coach teams to improve operational metrics. A customer-centric, data-driven mindset, plus experience with fintech environments, are highly

Qualifications

• 10+ years of experience in operations, program or vendor management.
• Led complex cross-functional programs from initiation to execution and measurement.
• Experience with capacity planning, vendor pricing, contract management, and SLA governance.
• Strong data skills with SQL, Excel or BI tools to diagnose performance gaps.
• Excellent written and verbal communication; can craft executive updates and reports.
• Demonstrated customer obsession and drive for operational improvements.
• Product-minded with ability to translate problems into product insights.
• Experience applying Lean, Six Sigma, Kaizen in operations.
• Comfort with AI tools to improve efficiency and decision making.
• Fintech/payments experience is a plus.

Responsibilities

• Own end-to-end vendor relationships and manage SLAs and KPIs.
• Lead multiple concurrent programs with roadmaps and milestones.
• Champion customer experience and monitor CSAT, FCR, AHT at sites.
• Identify and implement Lean/Six Sigma improvements across processes.
• Collaborate with Product, Engineering, Policy to translate needs into requirements.

Skills

Vendor management

Program leadership

Capacity planning

Contract management

SQL / Excel / BI

Data-driven decision making

Stakeholder communication

Product mindset

Lean Six Sigma

AI tools awareness

Tools

Salesforce

Zendesk

Sprinklr

Workforce management tools

Job description

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. We're looking for builders, reimaginers, and global thinkers who want to work at the intersection of technology, trust, and transformation. If that's you and you're ready to do the most meaningful work of your career—we invite you to join over 2,800 passionate Remitlians worldwide who are united by our vision to transform lives with trusted financial services that transcend borders.

You Will:

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.

You Have:

• 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.

Our Benefits:

• Rice Allowance
• Transportation Allowance
• Paid Vacation
• Medical, Dental & Vision
• Accident and Life Insurance
• Employee Stock Purchase Plan (ESPP)
• Mental Health & Family Forming Benefits

Our Connected Work Culture:

Driving Innovation, Together At Remitly, we believe that true innovation sparks when we come together. Our Connected Work Culture fosters dynamic in-person collaboration, where ideas ignite and challenging problems find solutions faster. For corporate team members, we have an in-office expectation of at least 50% of the time monthly, typically achieved by coming in three days a week. This creates a consistent, meaningful overlap that supports team norms and business needs. Managers also have the flexibility to set higher expectations based on their team's specific needs. These intentional in-office moments are vital for deepening relationships, fueling creativity, and ensuring your impact is felt where it matters most.

Remitly is an E-Verify Employer

At Remitly, we are dedicated to ensuring that our workplace offers equal employment opportunities to all employees and candidates, in full compliance with applicable laws and regulations. Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Remitly is a leading digital financial services provider for immigrants and their families in over 170 countries around the world. Remitly helps immigrants send money home in a safe, reliable and transparent manner. Its digitally-native, cross-border remittance app eliminates the long wait times, complexities and fees typical of traditional remittance processes. Building on its strong foundation, Remitly is expanding its suite of products to further its mission and transform financial services for immigrants all around the world.