Senior Program Manager (Fintech)

TL;DR

Senior Program Manager (Fintech): Managing strategy, performance, and day-to-day operations of outsourced customer operations with an accent on BPO vendor management, operational efficiency, and continuous improvement. Focus on scaling global operations, driving cross-functional transformation initiatives, and optimizing customer experience metrics.

Location: Hybrid (Manila, Philippines). In-office expectation of at least 50% of the time monthly.

Company

hirify.global provides secure, simple, and reliable ways for customers to move money globally.

What you will do

• Own end-to-end vendor relationships, managing contractual SLAs, quality standards, and CX KPIs.
• Lead capacity planning and negotiate pricing structures and contract renewals with BPO partners.
• Manage concurrent cross-functional programs and operational roadmaps aligned with business strategy.
• Analyze CX metrics (CSAT, FCR, AHT) to identify root causes of experience gaps and implement improvements.
• Drive operational efficiency through automation, self-service deflection, and Lean/Six Sigma methodologies.
• Collaborate with Product and Engineering teams to translate operational insights into product requirements.

Requirements

• 10+ years of experience in operations, program management, or vendor management, specifically with BPO operations.
• Proven track record of independently leading complex, cross-functional programs from initiation to measurement.
• Strong analytical skills with the ability to interpret data using SQL, Excel, or BI tools.
• Experience applying continuous improvement frameworks like Lean, Six Sigma, or Kaizen.
• Must be based in Manila, Philippines, and adhere to a 50% in-office monthly attendance policy.
• Excellent written and verbal communication skills for executive reporting and vendor management.

Nice to have

• Experience in fintech, payments, or financial services.
• Six Sigma Green/Black Belt or PMP certification.
• Familiarity with Salesforce, Zendesk, or Sprinklr.
• Proficiency in a second language spoken by hirify.global’s customer base.

Culture & Benefits

• Connected Work Culture fostering dynamic in-person collaboration (typically 3 days a week).
• Financial allowances for rice and transportation.
• Comprehensive medical, dental, vision, accident, and life insurance.
• Employee Stock Purchase Plan (ESPP).
• Dedicated mental health and family forming benefits.