Head of Operations (Senior Manager, Concierge Experience)

Job Description:

Remitly moves money for over 7 million customers who send hard-earned wages across borders to the people they love. For our most loyal, highest-frequency senders, we’re building something different — a concierge-level experience that matches the trust they’ve placed in us.

As Senior Manager, Concierge Experience, you will build and lead the team that delivers this. You’ll hire for empathy and professionalism, set the standard for what exceptional looks like, and personally model the service culture you want your team to live. This is a people-first leadership role based in Manila, with global ops teams.

What You’ll Do

Build and Lead the Team — Your Primary Focus

• Own the full people lifecycle for the Concierge Experience team in Manila: sourcing, hiring, onboarding, coaching, and performance management
• Develop a team of specialists who combine deep product knowledge with the interpersonal skills of a private banking relationship manager
• Create a culture of ownership, discretion, and genuine care — where every team member understands the weight of the customers they serve
• Build career pathways within the team; retain top performers by investing in their growth
• Set clear performance expectations, run regular 1:1s, and coach to both hard metrics and soft skills
• Identify skill gaps and design targeted training programs, including for new corridor launches or product changes

Define and Own the Service Standard

• Establish operating procedures, escalation protocols, and quality benchmarks for concierge-level interactions
• Personally review cases, listen to contacts, and stay close to the customer experience not just the dashboards
• Drive CSAT and retention outcomes for the priority customer segment through hands-on quality management

Operate and Scale

• Manage scheduling, capacity, and SLA coverage across active sending corridors and time zones
• Ensure the team operates within Remitly’s risk, compliance, and fraud prevention frameworks — particularly for high-value transactions
• Contribute to the global operations review cadence; share playbooks and best practices with partner sites

Partner Across the Business

• Work with Product, Risk, Workforce Management, and Compliance to advocate for your customers and your team
• Identify where tooling and automation can support — not shortcut — the concierge experience

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What We’re Looking For

Required

• 8+ years in customer operations or financial services, with at least 3 years in a people leadership role managing a premium, concierge, or relationship-based service team
• Demonstrated background in international remittance, cross-border payments, or a payments-adjacent financial services environment — you understand the corridors, the customer profile, and the compliance landscape
• Proven ability to hire, develop, and retain strong teams — references will reflect this
• Track record of building service cultures from the ground up or transforming underperforming teams
• Comfortable with data: you define your own metrics, spot trends, and act — you don’t wait for an analyst
• Strong written and verbal communication; equally comfortable in a coaching conversation and a stakeholder presentation

Preferred

• Experience managing teams that serve high-value or high-frequency senders in remittance or digital payments
• Exposure to private banking, HNI client services, or wealth management service models — and the ability to translate that standard into a digital-first context
• Familiarity with compliance requirements specific to high-value customer interactions: EDD, fraud patterns, chargeback management
• Experience operating across internal and outsourced delivery teams while maintaining a consistent service bar
• Prior exposure to AI-assisted service tools or CRM-based personalization in a customer operations context

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.