Remitly

HeadofOperations(SeniorManager,ConciergeExperience)

Manila, Philippines FULL TIME
The Brief

“Head of Operations (Senior Manager, Concierge Experience) at Remitly. Skills: people leadership, service culture building, customer experience management, operational scaling. Build and lead the team that delivers a concierge-level experience. Own the full people lifecycle for the Concierge Experience team”

What You'll Achieve.

CSAT and retention outcomes for the priority customer segment

Industry & Context.

Problems you'll solve

spot trends, and act

What They're Looking For.

Must Have

8+ years in customer operations or financial services, 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, Proven ability to hire, develop, and retain teams, 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, written and verbal equally comfortable in a coaching conversation and a stakeholder presentation

Nice to Have

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

What You'll Do.

Build and lead the team that delivers a concierge-level experience

Own the full people lifecycle for the Concierge Experience team

Develop a team of specialists

Create a culture of ownership

Build career pathways and retain top performers

Set clear performance expectations

and coach to both hard metrics and soft skills

Identify skill gaps and design targeted training programs

Establish operating procedures

and quality benchmarks

Personally review cases

and stay close to the customer experience

Drive CSAT and retention outcomes for the priority customer segment

Ensure the team operates within Remitly’s risk

and fraud prevention frameworks

Contribute to the global operations review

Advocate for customers and the team

Identify where tooling and automation can support the concierge experience

How You'll Work.

Team & Collaboration

Partner with Product, Risk, Workforce Management, and Compliance

Communication Scope

written and verbal equally comfortable in a coaching conversation and a stakeholder presentation

Free ATS check

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