Senior Technical Program Manager, Multi-Product Operations
Remitly · Managua
Job Description:
Remitly is on a mission to transform the lives of immigrants and their families by providing the most trusted financial products and services on the planet. Since 2011, we have been tirelessly delivering on our promises to immigrants sending their hard-earned money home. Today, we are reimagining international payments at scale and building new products to create deeper relationships with our customers and their loved ones across the globe. Join over 2,700 employees across 10 offices who are growing their careers while having a positive impact on people globally.We are looking for a Senior Technical Program Manager to lead complex, cross functional programs across multiple products and operational functions. This role will bring structure, clarity, and execution discipline to high priority initiatives that span Product, Technology, Operations, Customer Support, Risk, Compliance, Data, and other partner teams.
The ideal candidate is a strategic and highly execution oriented leader who can operate effectively in ambiguity, connect business goals to operational and technical execution, and influence senior stakeholders without relying solely on formal authority.
This person will help translate strategy into executable roadmaps, identify dependencies and risks, establish clear ownership and governance, and drive programs from concept through measurable outcomes.
Requirements
- Lead complex, multi-product programs from strategy and planning through execution, launch, and ongoing optimization.
- Build and maintain integrated program roadmaps across multiple teams, products, systems, and operational workstreams.
- Translate business objectives into clear program strategies, milestones, success measures, and execution plans.
- Partner closely with Product, Engineering, Operations, Customer Support, Data, Risk, Compliance, BPOs and other functions to align priorities and drive execution.
- Establish strong program governance, including decision making frameworks, operating rhythms, status reporting, risk management, and escalation paths.
- Identify cross functional dependencies, constraints, risks, and opportunities early and drive resolution.
- Bring structure to ambiguous or highly complex problems and turn them into actionable plans.
- Use data and business insights to evaluate progress, identify gaps, and drive continuous improvement.
- Influence senior leaders and stakeholders through clear communication, strong judgment, and data driven recommendations.
- Facilitate executive level discussions and ensure decisions are translated into clear actions and accountability.
- Lead change management and adoption efforts for programs that impact customers, employees, systems, or operating models.
- Establish mechanisms to ensure programs deliver measurable business, customer, operational, or financial outcomes.
- Continuously improve program management practices, tools, and operating mechanisms across the organization.
- Mentor and develop other program and operations leaders, helping build stronger program management capabilities across the organization.
What You’ll Bring
- Significant experience leading complex, cross functional programs in a technology, operations, customer experience, fintech, financial services, or similarly complex environment.
- A strong track record of taking ambiguous, high impact initiatives from strategy to execution.
- Experience managing programs that span multiple products, teams, systems, or geographies.
- Strong understanding of how technology, product, operations, and customer experience intersect.
- Demonstrated ability to influence and align senior stakeholders across functions and organizational boundaries.
- Strong program management fundamentals, including roadmapping, dependency management, risk management, prioritization, governance, and execution tracking.
- Excellent analytical and problem solving skills, with the ability to use data to make decisions and tell a compelling story.
- Exceptional written and verbal communication skills, including the ability to communicate complex topics simply to both technical and non technical audiences.
- Strong executive presence and the ability to navigate competing priorities, ambiguity, and organizational complexity.
- A bias toward action, with the ability to identify when decisions need to be made and drive them to closure.
- Experience with program management, workflow, analytics, or collaboration tools such as Jira, Confluence, Workday, Asana, Smartsheet, or similar platforms.
- Demonstrated ability to build scalable processes and operating mechanisms rather than relying on manual or one time solutions.
- Experience driving process improvement, automation, AI enabled transformation, or operational transformation is needed.
- Quantitative fluency in the metrics that govern servicing: CSAT, repeat contact rate, contact rate, handle time, containment, and back-office volumes.
Nice to Have
- Experience in financial services, fintech, banking, payments, or customer operations.
- Experience leading or partnering closely with multi level leadership organizations, including managers of managers.
- At least one year of experience as a manager of managers in Operations or Customer Support.
- Experience working in a highly regulated or compliance sensitive environment.
- Experience leading programs involving significant technology transformation, systems implementation, automation, or AI.
- Experience working across multiple countries, regions, or global operating models.
- Formal program management certification or equivalent professional training.
- Bachelor's degree or equivalent combination of education and relevant professional experience.
What Success Looks Like
In this role, success means:
- Complex multi-product initiatives have clear strategy, ownership, priorities, and execution plans.
- Cross functional teams are aligned around outcomes rather than operating in functional silos.
- Risks, dependencies, and blockers are identified and addressed before they materially impact delivery.
- Senior leaders have the visibility and information needed to make timely decisions.
- Programs consistently translate strategy into measurable customer, operational, financial, or business outcomes.
- The organization develops stronger, more scalable ways of working as a result of the programs you lead.
- Teams experience greater clarity, accountability, and momentum when navigating complex initiatives.
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.