Senior Program Manager, Outsourced Operations
On-site · Manila, Metro Manila, Philippines
Job Summary
Senior Program Manager, Outsourced Operations responsible for the strategy, performance, and day-to-day management of Remitly’s outsourced customer operations across sites/regions. Own vendor relationships with BPO partners, ensure adherence to SLAs and KPIs, lead capacity planning with vendors, negotiate pricing and contracts, and drive improvement plans. Independently lead multiple cross-functional programs, develop roadmaps aligned to business strategy, and translate problems into executable program plans. Champion customer experience, analyze CSAT/FCR/AHT, design calibration and training with Quality, and drive continuous improvement with Lean/Six Sigma methodologies. Collaborate with Product, Engineering, Finance, Legal, and regional Operations; build business cases for investments, and present to senior leadership. Ensure operational readiness for new product launches and surface systemic issues for product/process changes. Maintain data-driven communication, leverage AI tools where appropriate, and adapt to multi-geography vendor operations.
Required Qualifications
- 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
- Proficiency in a second language spoken by Remitly’s customer base is a plus
- Experience in fintech, payments, financial services, or 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
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