Head of Global Customer Operations Revenue & Adoption at Remitly

Ohio, Illinois, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Customer OperationsIndustries

Requirements

Proven experience in AI data insights, customer operations, growth strategy, and product adoption initiatives
Great background in AI-driven analytics, automation, and data-informed decision-making
Demonstrated ability to translate AI insights into measurable business outcomes
Experience leading pilots and experimentation frameworks that accelerate adoption and efficiency
Fluent in AI storytelling — translating unstructured customer data into actionable growth narratives
Deep understanding of how AI augments sales enablement, customer success, and product adoption
Ability to thrive in fast-paced, matrixed environments while balancing long-term strategy with hands-on execution

Responsibilities

Owns and scales all adoption and revenue initiatives across Global Customer Operations (GCO) — using AI-driven insights and customer intelligence to turn every interaction into a growth opportunity
Serve as a key resource for the Leadership Team through forecasting and budgeting for the organization
Take ownership for development and measurement of metrics by providing decision support on key initiatives
Ensure solid governance, compliance, and risk management
Work on implementations, continuous improvement, and automation
Manage the delivery of contracted services to clients to ensure that SLAs and KPIs are met
Maintain tight control over the project schedule, risks, scope of work, and budget
Build and maintain solid client relationships and provide day-to-day client advice and support
Recommend changes to improve efficiency
Identify applications of functional knowledge and existing methodologies to complex problems
Ensure that operational teams and subcontractors have a clear understanding of client requirements
Lead functional teams or projects and serve as a best practice, quality resource

Skills

Key technologies and capabilities for this role

AI-driven insightscustomer intelligenceAI analyticsautomationdata-informed decision-makinggrowth strategyproduct adoptionforecastingbudgetingmetrics developmentSLA managementKPI managementrisk managementAI storytellingexperimentation frameworks

Questions & Answers

Common questions about this position

What benefits does Remitly offer?

Remitly offers comprehensive health benefits including medical, dental, and vision; retirement benefits like 401(k) with match and Employee Share Purchase Plan; wellbeing programs with wellness platform, Headspace app, Employee Assistance, and time-off programs; plus short-and-long term disability, life, and accidental death insurance.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What salary or compensation can I expect for this role?

This information is not specified in the job description.

What key skills and experience are required for the Head of Global Customer Operations Revenue & Adoption role?

Candidates need proven experience in AI data insights, customer operations, growth strategy, and product adoption; expertise in AI-driven analytics, automation, and data-informed decision-making; ability to translate AI insights into business outcomes; and experience leading pilots in fast-paced environments.

What is the company culture like at Remitly?

Remitly promotes a healthy work/life balance with wellbeing initiatives, shared parental leave, study assistance, and sabbaticals to support both immediate responsibilities and long-term goals.

Remitly

International money transfer for immigrants

About Remitly

Remitly focuses on international money transfers, helping immigrants send money to their families quickly and securely at lower costs than traditional banks. The company charges transaction fees and earns from the exchange rate margin, offering various transfer options like bank deposits and cash pickups. Remitly enhances user experience through its website and mobile app, allowing real-time tracking of transfers, and engages with immigrant communities by providing helpful resources and educational support. Its goal is to meet the unique needs of immigrants while ensuring fast, affordable, and reliable money transfer services.

Seattle, WashingtonHeadquarters

2011Year Founded

$423.9MTotal Funding

IPOCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Continuing Education or Travel Stipend

Office Culture

Flexible PTO, Schedules and Leaves

DEI Learning Opportunities

Community Engagement

Inclusive Benefits

Risks

Swift's integration into banks' channels poses a competitive threat to Remitly.

AI agents' rise may challenge Remitly's operational model in efficiency and cost-effectiveness.

Schall Law Firm's investigation could impact investor confidence and Remitly's reputation.

Differentiation

Remitly focuses on immigrants, offering competitive rates and fast, secure transactions.

The company leverages technology for a seamless user experience via its app and website.

Remitly engages with immigrant communities through content and educational initiatives.

Upsides

Increased digital wallet adoption in key markets expands Remitly's reach to unbanked individuals.

AI agents in operations could reduce costs and improve Remitly's efficiency.

Visa collaboration enhances Remitly's cross-border fund flow services, boosting customer satisfaction.

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