Customer Success Operations Manager

Regional Operations Manager ( Customer Success Operations Manager) – Denver, CO

Do you excel in customer service?  Do you want to work for a global business that is committed to moving money for the better?  Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive? Then it’s time to join Western Union as a Regional Operations Manager!

Applicants must be currently authorized to work in the United States on a full-time basis. Western Union will not sponsor applicants for work visas for this position.

Western Union powers your pursuit.

The North America Regional Operations Manager role provides service and support to our strategic partners in the US and Canada.

The specific duties of an operations manager include supporting partners with rollouts of new Western Union features, improving performance, and acts as a key liaison for the partner and Western Union. This role is part of a larger team, and while there are no direct reports, as a manager, you will manage external stakeholders. Internally, you should be ready to mentor your team members, find ways to increase quality of customer service and implement best practices across all levels consistent with our company’s values.

Ultimately, you help our partners success with our products and services, while remaining compliant, efficient, and profitable while operating their business.

Role Responsibilities

• Improve operational management systems, processes and best practices for Western Union Strategic Partners within the North America region.
• Responsible for the prioritization and deployment of regional operational initiatives aimed at driving service quality improvements in agent Retail locations and/or for digital products.
• Daily support to agent partner networks in areas such as POS access, location profile maintenance, new location availability, customer service contact support, issue resolution, etc.
• Liaison between cross-functional teams, including engineering, product, compliance, and supply chain
• Deliver regular network training to customer service/ frontline agents so they are up to date on the latest Western Union operation standards, customer service practices and products.
• Serve as subject matter expert, able to navigate a matrix organization, advocate and negotiate prioritization for regional initiatives, such as, point-of-sale maintenance and agent IT support needs, and projects for the enablement of new products/ services. Serve as the lead contact for critical events with external (agents) and internal partners, perform quality controls and monitor production KPIs and find ways to increase quality of agent support.

Role Requirements

• Bachelor’s degree in project or Operations Management, or Business Administration, with 5 years retail operational experience or equivalent professional experience, ideally in the Financial/ FinTech/ Banking sector.
• Project and project team (cross-functional) management skills.
• Process management and process improvement knowledge.
• Prioritization skills. Be comfortable managing day-to-day requirements and exceptional circumstances, while balancing strategic deliverables.
• Effective communicator. Ability to manage interactions at various organizational levels, and tailor messaging and content based on the audience.
• Applies Initiative; Is Resourceful and Responsive. Demonstrated ability to identify root causes, apply independent judgement, analyze disparate factors and risks and move to a solution.
• Demonstrates curiosity. Have an intrinsic desire to deep dive into issues to understand ‘what, ‘why’ and ‘how’.

We make financial services accessible to humans everywhere. Join us for what’s next.

Western Union is positioned to become the world’s most accessible financial services company —transforming lives and communities. We’re a diverse and passionate customer-centric team of over 8,000 employees serving 200 countries and territories, reaching customers and receivers around the globe. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward.

Just as we help our global customers prosper, we support our employees in achieving their professional aspirations. You’ll have plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. If you’re ready to help drive the future of financial services, it’s time for Western Union. Learn more about our purpose and people at https://careers.westernunion.com/.

Salary

Annual base salary of $95,000 – 125,000 and short-term incentives (15% of base) that align with individual and company performance. Actual salaries will vary based on candidates’ qualifications, skills, and competencies.

Benefits

You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few
(https://careers.westernunion.com/global-benefits/). Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment.

Your United States – Specific Benefits Include

• Flexible Time off  
• Medical, Dental and Life Insurance 
• Tuition Assistance Program 
• Student Loan Repayment (below manager level only) 
• Parental Leave 
• WU Foundation Gift Match   
• One day volunteer time off 
• $0 Money Transfer Fee Discount Code – Quarterly 
• Recognition Program “Game Changers” 
• Employee Discount Program 
• Global Adoption Assistance 
• Global Scholarship Awards Program 
• 4% Western Union Contribution to 401K  

We are passionate about diversity. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws.

Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.  

Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week. 

For residents of Colorado, California, Connecticut, Delaware, Minnesota, and Pennsylvania: Please do not respond to any questions on this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information.”

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Estimated Job Posting End Date:

01-17-2025

This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.