Senior Product Manager, Conversational AI Experiences

Job Description:

At Remitly, we believe everyone deserves the freedom to access, move, and manage their money wherever life takes them. Since 2011, we've tirelessly delivered on our promise to customers sending money globally, providing secure, simple, and reliable ways to manage their money, ensuring true peace of mind. Whether it's supporting loved ones back home, growing a business across continents, or pursuing new opportunities abroad, we're not just here to move money— we're here to move our global customers forward.
We're looking for builders, reimaginers, and global thinkers who want to work at the intersection of technology, trust, and transformation. If that’s you and you're ready to do the most meaningful work of your career—we invite you to join over 2,800 passionate Remitlians worldwide who are united by our vision to transform lives with trusted financial services that transcend borders.

About the Role:

Reporting to the Director, Product – AI Customer Experiences, you will be the owner of every self-service and assisted-service surface at Remitly—from our in-app Help Center and web FAQs to voice, WhatsApp, SMS, and any future channels. Your mission: deflect contacts by delighting customers, reducing cost-to-serve while lifting CSAT, retention, and lifetime value.

You Will:

• Define product vision, OKRs, and multi-year roadmap for AI-powered self-service and agent-assist journeys.
• Lead squads (Engineering, Design, Data, Ops, and Compliance) to ship features that resolve intents end-to-end.
• Instrument experiments (A/B, holdouts) and telemetry to prove impact on deflection, handle time, CSAT, and revenue.
• Mine customer feedback, contact-reason analytics, and market trends to size opportunities and create detailed PRDs. Ensure solutions meet KYC/AML, FX, and regional payout regulations while safeguarding privacy and model safety.
• Promote best practices in conversational UX and agentic AI across Remitly, mentoring junior PMs in the process.
• Design, analyze, and optimize growth loops and retention models based on insights from the customer support ecosystem, using these learnings to inform product strategy and drive sustained customer engagement.

You Have:

• 7 + years of product-management experience with 3 + years building support or CX platforms.
• Record launching AI- or chatbot-driven support experiences at global scale.
• Fluency in LLMs, dialog management, knowledge-graph tooling, and support Measurements (deflection %, FCR, CSAT).
• Comfort marrying qualitative insight with SQL-level quantitative analysis; you tell the story behind the numbers.
• Bias for rapid, iterative delivery in Agile/Lean environments.
• Experience scaling multi-modal interfaces (voice, chat, vision) and new “surfaceless” paradigms (RCS, embedded SDKs).
• Multilingual market exposure and understanding of regional customer needs

Compensation Details. The starting base salary range for this position is typically $150,000 - $190,000. In the U.S., Remitly employees are shareholders in our Company and equity is part of our total compensation plan. Your recruiter can share more information about medical benefits offered, as well as other financial benefits and total compensation components offered with this role. #LI-Hybrid

Our Benefits:

• Flexible paid time off
• Health, dental, and vision + 401k plan with company matching
• Paid parental, medical, military and family care leave
• Mental Health & Family Forming Benefits
• Employee Stock Purchase Plan (ESPP)
• Continuing education and travel benefits

​Our Connected Work Culture: Driving Innovation, Together
​

At Remitly, we believe that true innovation sparks when we come together. Our "Connected Work Culture" fosters dynamic in-person collaboration, where ideas ignite and challenging problems find solutions faster. For corporate team members, we have an in-office expectation of at least 50% of the time monthly, typically achieved by coming in three days a week. This creates consistent, meaningful overlap that supports team norms and business needs. Managers also have the flexibility to set higher expectations based on their team’s specific needs. These intentional in-office moments are vital for deepening relationships, fueling creativity, and ensuring your impact is felt where it matters most.

At Remitly, we are dedicated to ensuring that our workplace offers equal employment opportunities to all employees and candidates, in full compliance with applicable laws and regulations.

We 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.

Remitly is an E-Verify Employer

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.