Global Outsourced Operations Program Lead

Remitly; Mandaluyong; Hybrid; PHP 1,200,000 - 2,400,000; 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 FormingBenefits

Job summary

Remitly is seeking a Senior Program Manager, Outsourced Operations to own strategy, performance, and management of outsourced customer operations across sites and regions. Serve as bridge to BPO partners, ensuring quality customer experiences and efficient operations.

The role sits at the intersection of operations, product, and program management, driving process improvements with data-driven approaches and coordinating with Finance, Workforce Management, Quality, and Legal teams.

Qualifications

• Over 10 years of experience in operations, program management, or vendor management.
• Proven track record of leading complex, cross-functional programs from initiation through execution.
• Experience with capacity planning, vendor pricing, contract management, and SLA governance.
• Strong analytical skills with data-driven decision making (SQL/Excel/BI).
• Excellent written and verbal communication; able to produce executive updates and roadmaps.
• Customer-obsessed with a history of driving operational improvements.

Responsibilities

• Own end-to-end vendor relationships for outsourced sites or regions, ensuring high-quality customer experiences and adherence to SLAs.
• Lead multiple concurrent programs with clear roadmaps, timelines, and resource plans.
• Partner with Finance on budgeting, forecasting, and cost optimization for outsourced operations.
• Drive continuous improvement using Lean/Six Sigma or equivalent, and translate learnings into product or process changes.
• Collaborate with Product, Engineering, and Policy teams to surface issues and advocate improvements.

Job description

Remitly is seeking a Senior Program Manager, Outsourced Operations to own strategy, performance, and management of outsourced customer operations across sites and regions. Serve as bridge to BPO partners, ensuring quality customer experiences and efficient operations.

The role sits at the intersection of operations, product, and program management, driving process improvements with data-driven approaches and coordinating with Finance, Workforce Management, Quality, and Legal teams.