Note: The job is a remote job and is open to candidates in USA. Western Union is a global payments company transforming its retail foundation into a digital-first financial services business. The Senior Manager, Operations leads operational strategy, technology-enabled process improvements, and large-scale initiatives across the retail agent network, partnering with cross-functional teams to improve performance, reduce risk, and support growth.
Responsibilities
- Develop and execute operational strategies that support business growth, operational excellence, and customer satisfaction
- Lead cross-functional initiatives involving Operations, Product, Technology, Compliance, and Vendor partners from planning through implementation
- Establish and monitor key performance indicators (KPIs) to measure operational performance, service quality, productivity, and financial results
- Identify operational, technology, and process improvement opportunities and implement solutions that drive efficiency, scalability, and cost savings
- Partner with Product and Technology teams to ensure operational readiness and successful deployment of new products, systems, and enhancements
- Oversee operational risk, compliance, and quality control processes to ensure adherence to company policies and regulatory requirements
- Manage vendor relationships, service-level performance, and business outcomes across key operational partners
- Utilize data, reporting, and root cause analysis to identify trends, resolve issues, and drive continuous improvement initiatives
- Develop business cases and recommendations for operational investments, process enhancements, and technology solutions
- One direct report: Lead, coach, and develop a high-performing team while fostering a culture of accountability, collaboration, and continuous improvement
Skills
- 7+ years of experience in operations, fintech, financial services, payments, retail operations, or a related industry
- 5+ years of experience leading cross-functional operational, process improvement, or technology implementation initiatives
- 3+ years of people leadership experience, including managing and developing direct reports
- 3+ years of experience using operational metrics, KPIs, and data analysis to drive business performance and decision-making
- 3+ years of experience managing relationships with internal stakeholders, external vendors, or third-party service providers
- 3+ years of experience supporting operational change management, process optimization, or continuous improvement programs
- Bachelor's degree in Business, Operations, Finance, Information Technology, or a related field, or equivalent professional experience
- Experience supporting a large retail, franchise, agent, or distributed network environment
- Experience within payments, money movement, fintech, financial services, or highly regulated industries
- Experience leading large-scale product launches, operational transformations, or technology-enabled business initiatives
- Working knowledge of payment technology, POS systems, digital payments, or customer-facing operational platforms
- Experience partnering with Compliance, Risk, Information Security, or Audit teams
- Experience developing business cases, ROI analysis, and operational investment recommendations
- Lean, Six Sigma, Agile, PMP, or other process improvement/project management certifications
Benefits
- Remote work arrangement with no specific office location where the employee is expected to report
- Short-term incentives
- Multiple health insurance options
- Accident and life insurance
- Access to best-in-class development platforms
- Medical, Dental, Vision, and Life Insurance
- Paid Time Off
- Parental Leave
- Global Adoption Assistance
- 401K Plan
- Opportunities to learn new skills and build a career
Company Overview
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