Interview Experience: Partner Quality Lead – Network Operations at Remitly

The interview process for the Partner Quality Lead – Network Operations role at Remitly is structured to evaluate both your technical skills and ability to manage partner relationships in a fast-paced, global environment. Based on my experience, here’s a detailed breakdown of what you can expect:

Interview Process Overview

The process typically involves several rounds to assess your technical expertise, problem-solving ability, and cultural fit. Below is an overview of the steps involved:

1. Initial Screening (HR Interview)

The first stage is a call with an HR representative, where they focus on understanding your background, motivations, and whether you’re a good fit for the role. This is typically a more general conversation about your career path and how you would align with Remitly’s values.

Common questions:

• “What motivated you to apply for the Partner Quality Lead position?”
• “Tell me about your experience in managing partner relationships, particularly in a financial services or remittance context.”
• “How do you approach problem-solving when working with external partners?”

During this stage, it’s important to emphasize your experience with managing partners in operational contexts, particularly in fast-paced industries like fintech or remittances, and to show that you understand Remitly’s mission and values.

2. Technical Interview (Hiring Manager or Network Operations Team)

The second stage typically involves a deeper dive into the technical aspects of the role. Here, you’ll be asked to demonstrate your understanding of network operations, partner performance monitoring, and operational issue resolution. The goal is to assess how well you can manage and optimize the operational aspects of Remitly’s partner network.

Key questions:

• “Describe a time when you identified a problem in partner performance and how you resolved it.”
• “How do you monitor partner performance and ensure compliance with operational standards?”
• “What steps would you take if a partner’s disbursement network is causing delays in transactions?”

For example, I discussed a situation where I worked with external partners to identify a bottleneck in a transaction process that was affecting user experience. By analyzing transaction flow data and working closely with the partner’s technical team, we were able to identify the issue and implement corrective measures to prevent future delays.

3. Behavioral Interview (Cross-functional Collaboration)

This round focuses on your ability to collaborate with various internal and external teams, especially in a fast-paced environment. Remitly values candidates who can work across different departments, including engineering, product, customer service, and treasury.

Typical questions:

• “Tell me about a time when you collaborated with an engineering team to improve operational processes.”
• “How do you prioritize tasks when dealing with multiple issues from different stakeholders?”
• “Describe a challenging partner relationship and how you managed it.”

In my case, I highlighted my experience working with product managers and engineering teams to resolve operational challenges. I also shared a story about managing a challenging partner relationship where communication issues were causing delays in transaction processing. By establishing clearer communication channels and setting up regular check-ins, I was able to improve the relationship and ensure smoother operations.

4. Case Study or Operational Strategy Exercise

This round involves solving a real-world problem related to partner quality management. You might be asked to develop a strategy to optimize partner performance or resolve an operational issue affecting the network.

Sample case study question:

• “How would you approach improving the quality of service provided by a partner that is underperforming, affecting transaction success rates?”

For this exercise, I explained how I would gather data on the partner’s performance, analyze transaction trends, and identify specific bottlenecks. I would then work with the partner to outline an improvement plan, focusing on operational issues and customer service aspects. I also suggested implementing stronger monitoring and exception handling to ensure continuous improvement.

5. Final Interview (Leadership and Cultural Fit)

In the final round, you will meet with senior leadership or a cross-functional panel. This interview focuses on your long-term vision for the role, how you align with Remitly’s values, and how you plan to drive continuous improvement in network operations.

Key questions:

• “Where do you see the Partner Quality Lead role evolving as Remitly expands?”
• “How do you ensure continuous improvement in an operational environment that is constantly scaling?”
• “What strategies would you use to ensure effective communication with partners and internal teams?”

I emphasized the importance of data-driven decision-making and continuous improvement in partner quality. I discussed how scaling operational processes while maintaining high partner standards is essential for Remitly’s continued growth. My focus was on collaboration, innovation, and the use of automation tools to streamline operations.

Skills and Experience You Should Highlight

• Partner Relationship Management: Show that you can manage and improve relationships with external partners, particularly in operational contexts. Provide examples where you’ve resolved performance issues or optimized partner performance.
• Data Analysis: Highlight your experience in using data to monitor partner performance, identify trends, and drive corrective actions. SQL or other data tools knowledge is a plus for this role.
• Problem-Solving and Operational Support: Demonstrate your ability to quickly identify and resolve operational challenges, particularly those that affect transaction flows or partner performance.
• Cross-Functional Collaboration: Emphasize your experience working with different teams (product, engineering, customer service) to address operational issues and improve partner performance.
• Attention to Detail and Organizational Skills: Show that you can manage multiple tasks and handle high-pressure situations without compromising quality.

Example from My Experience

In my previous role, I was responsible for improving the performance of a payment network partner. The partner was experiencing frequent transaction delays that were impacting customer satisfaction. I worked with the partner’s team to identify the root cause, which was a technical issue with their transaction processing system. By implementing a joint troubleshooting process and setting up more stringent performance KPIs, we were able to reduce transaction delays by 40% within three months.