{"id":2986250,"url":"https://alion.io/job/remitly-operations-manager-customer-protection-team-2","title":"Operations Manager, Customer Protection Team","company":{"id":6304,"name":"Remitly","domain":"remitly.com","url":"https://alion.io/company/remitly","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":81,"open_postings":21,"ghost_share":0,"stale_share":0.762,"repost_share":0,"time_to_fill_p50_days":44,"computed_at":"2026-11-06T05:58:05Z"}},"role":"Management","role_family":"Management","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[],"status":"live","first_seen_at":"2026-10-20T00:00:00Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-11-06T08:00:06Z","board_verified":true,"closed_at":null,"days_open":17,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":17},"description":"Job Description:\nRemitly 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 proud to have served millions of customers globally with Remitly and our newly launched Passbook app to provide immigrants access to banking. We strive daily to meet our promise to our customers by building peace of mind into everything we do.\nJob Description\nAbout the role:\nAs a Remitly Customer Success Senior Team Manager, you provide outstanding support to our Customer Service, Customer Protection, CARE, FSI, and CSI operations in Manila and Managua. Your primary focus in this critical leadership role is to build and manage high performing and highly engaged teams. This is achieved through coaching and providing guidance on career development, Remitly cultural values, and individual and team performance, as well as overseeing the team’s daily activities. You get to create an environment of empowerment for your team, and amazing experiences for your customers.\nJob Duties and Responsibilities:\nInspirational Leader\nLeads performance management, career development, learning and development, and engagement.\nRole model for Remitly cultural values.\nEnsures members are engaged, their values and performance aligned with Remitly standards, and the right employees are retained, recognized and rewarded\nProvides inspired leadership for the organization.\nHelps promote a company culture that encourages top performance and high morale.\nDevelops measures to motivate employees and undertake office management.\nInstitutes ways of improving the work environment and the business operations in the company.\nOutstanding Facilitator\nFacilitates communication and company goals / initiatives effectively.\nFacilitates feedback gathering where Associates feel open and safe sharing their positive and constructive feedback.\nCommunicates transparently in coordination with relevant stakeholders - Customer Success leadership, Site leadership, HR, Program Managers, etc.\nAssists TA with recruiting when necessary.\nWorks with Senior Managers to determine objectives for short and long term goals.\nBuilds alliances and partnerships with other departments and teams.\nSupports communication on all levels.\nLeads Team Managers/Program Specialists in developing their ability to effectively deliver instructions and increase performance and team morale.\nProvides support with 1:1 observation and coachings.\nCollaborates with team managers to support the effective implementation of specialists\nMake important policy, planning and strategy decisions.Develop, implement and review operational policies and procedures.\nEnsure all legal and regulatory documents are filed and monitoring compliance with policies and procedures.\nOversee budgeting, reporting, planning and auditing.\nIdentify and address problems and opportunities for the company.\nEstablish performance parameters and ga\nuge employees' personal and professional targets.\nActive involvement on performance reviews on all levels and strategic business decisions. \nInstitutes ways of improving the work environment and the business operations in the company.\nKeep a close eye on the adherence to policies, objectives and goals.\nDeveloper of exceptional talent\nDevelops measures to motivate employees and undertake office management.\nBe great at coaching others to be great customer service advocates, creating team environments that have the customer at the center. Helping others succeed and developing exceptional people.\nEmpowering others, by transmitting confidence in their ability to be successful, and accomplish their own development.\nCoaching, encouraging and guiding others in order to make their performance more effective and to enhance their problem solving skills.\nAccountability, role model for others in terms of reliability and integrity, following our company's culture.\nStays connected and close to our customers needs, making sure this needs are satisfied.\nDeveloping Employees, ability to review and analyze employee's strengths and areas of opportunities, to distinguish their talents and development needs, bringing them in line with the company's strategy\nCultural Values:\nMastery of Remitly Cultural Values\nHas passion and experience demonstrating key cultural values\nCustomer Centricity\nEmpathetic Partner\nBe an Owner\nHire and Develop Exceptional People\nOvercome Fear\nContinuously Improve\nFunctional Competencies:\nMastery of Product, Process, Business Economics and Service Standards\nExcellent critical thinking, investigative and problem solving skills\nBusiness level impact understanding\nDemonstrates self awareness - seeks and acts on feedback, aware of personal strengths, and has mastery over personal thoughts, feelings\nDecision Quality - makes sound decisions/calls, relies on a mixture of analysis, wisdom, experience, and judgment when making decisions.\nSituational Adaptability - picks up on situational cues and adjusts in the moment, and adapts personal, interpersonal, and leadership behavior.\nCustomer Focus - anticipates customer needs and provides services that are beyond customers expectations, uses customer insights to drive and guide the development of solutions, and serves as a strategic partner to build, grow and maintain profitable and long-lasting relationships\nOptimizes Work Processes - identifies and creates the processes necessary to get work done and seeks ways to improve processes, from small tweaks to complete re engineering.\nDirects Work - provides appropriate guidance and direction based on people’s capabilities and service standards, holds self and others accountable for results, monitors progress by maintaining dialogue on work and results.\nRelationship: Builds Teams - establishes common objectives and shared mindset, creates a feeling of belonging and strong team morale, shares wins and rewards team efforts.\nDevelops Talent - Develops others through coaching, feedback, exposure, stretch assignments, aligns employee career development goals with organizational objectives.\nDrives Engagement - empowers others and makes each person feel his/her contributions are important.\nAction Oriented- readily takes action on challenges, identifies and seizes new opportunities and displays a can-do attitude in good and bad times, and steps up to handle tough issues.\nAssertive Communication - is effective in a variety of communication settings, one-on-one, small, large groups, or among diverse styles and position levels, attentively listens to others and adjusts to fit the audience and the message. Provides timely and helpful information to others across the organization and encourages the open expression of diverse ideas and opinions\nMinimum of 5 years of experience as a Senior Team Manager or Operations Manager\nWork Setup\nOnsite at Greenfield, Mandaluyong\n\nShifting schedule, depending on business needs\n\nOur Benefits:\nRice Allowance\nTransportation Allowance\nPaid Vacation\nMedical, Dental & Vision\nAccident and Life Insurance\nEmployee Stock Purchase Plan (ESPP)\nMental Health & Family Forming Benefits\nWe are committed to nondiscrimination across our global organization and in all of our business operations. Employment is determined based upon personal capabilities and qualifications without discrimination on the basis of race, creed, color, religion, sex, gender identification and expression, marital status, military status or status as an honorably discharge/veteran, pregnancy (including a woman's potential to get pregnant, pregnancy-related conditions, and childbearing), sexual orientation, age (40 and over), national origin, ancestry, citizenship or immigration status, physical, mental, or sensory disability (including the use of a trained dog guide or service animal), HIV/AIDS or hepatitis C status, genetic information, status as an actual or perceived victim of domestic violence, sexual assault, or stalking, or any other protected class as established by law.\nRemitly is an equal opportunity employer. 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