Remitly

Program Manager, Root Cause & Remediation

Remitly

full-time

Posted on:

Location Type: Hybrid

Location: Managua • Nicaragua

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Tech Stack

SQL

About the role

  • Conduct structured root cause analysis on contacts, complaints and thematic complaint clusters using AI co-working tools (Claude, ChatGPT, NotebookLM, etc) and structured methodologies (e.g., 5 Whys, Fishbone, fault-tree analysis) to identify opportunities for process improvements, automation, and control enhancements
  • Own end-to-end management of the Complaint of the Week (COTW) program, including Jira ticket creation, tracking, and stakeholder communication
  • Maintain and continuously improve automated outcome tracking and reporting for complaints (upheld/not upheld), working with CST, Product, and Analytics teams to refine logic and coverage
  • Own the Errors Remediation program: identify error-driven complaint patterns, define remediation requirements, and partner with Operations and Product on resolution
  • Build and maintain a centralized RCA Jira board and reporting dashboard
  • Develop and publish program documentation including SOPs, process change communications, and RCA methodology guides
  • Report on complaint trends, RCA findings, and remediation outcomes in monthly business reviews and ad-hoc leadership requests
  • Support internal and external audit readiness by maintaining clean, well-documented complaint records and remediation logs
  • Contribute to CS Readiness, including change management training inputs and process updates based on RCA learnings

Requirements

  • 3+ years of experience in a regulated environment related to financial services, money transfers, or complaints operations
  • Hands-on experience with root cause analysis methodologies (e.g., 5 Whys, fishbone, Six Sigma, Pareto) applied to operational or compliance problems
  • Experience with case management or ticketing platforms (Jira, Salesforce, or equivalent); complaint review experience a strong plus
  • Strong analytical and systems thinking, you can connect individual complaint signals to upstream process or product gaps
  • Exceptional attention to detail and organizational skills; comfortable managing a high volume of cases and tracking remediation across multiple workstreams
  • Comfortable influencing cross-functional partners (Operations, Product, QA, Legal) without direct authority
  • Understanding of consumer protection frameworks (Reg E, CFPB, or equivalent) and how complaint outcomes connect to regulatory risk
  • Strong written communication skills; able to synthesize complex findings into concise, executive-ready summaries
  • Ability to read and write SQL queries or work with data in analytics tools to pull and interpret complaint data preferred
  • Proficiency with AI co-working tools including Claude, ChatGPT, or NotebookLM for thematic analysis, summarization, or process documentation preferred
  • Familiarity with Agile or Scrum frameworks; experience managing work in Jira including board configuration, epic/story management, and sprint or kanban tracking preferred
  • Experience building dashboards or visualizing data trends preferred.
Benefits
  • In Site Subsidized Meals
  • Transportation
  • Employee Stock Purchase Plan (ESPP)
  • Mental Health & Family Forming Benefits
  • Private Life Insurance
  • On site Clinic and Remitly Doctor
  • Continuous learning tools & certification programs
  • Two consecutive days off
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
root cause analysis5 WhysfishboneSix SigmaParetoSQLdata visualizationautomated outcome trackingprocess documentationcomplaint analysis
Soft Skills
analytical thinkingsystems thinkingattention to detailorganizational skillsinfluencing skillswritten communicationchange managementstakeholder communicationproblem-solvingcollaboration