Vice President, Customer Care Technology & Enterprise Solution Architecture

Do you bring visionary technology leadership, deep architectural expertise, and the ability to influence at the highest levels of a global organization? Are you excited by the challenge of modernizing customer care technologies while shaping an enterprise‑wide architecture practice? If so, it’s time to join Western Union as our Vice President, Customer Care Technology & Enterprise Solutions Architecture.

Western Union powers your pursuit.

As the VP of Customer Care Technology & Enterprise Solutions Architecture, you will lead two mission‑critical domains for Western Union: the modernization and innovation of customer care technology, and the creation and governance of a cohesive enterprise architecture that supports our global money movement ecosystem. You will drive cross‑functional alignment, build scalable and secure technology foundations, and elevate engineering excellence across global teams.

Role Responsibilities

Customer Care Technology Leadership

• Own the full technology strategy, roadmap, and delivery for customer care platforms and solutions.
• Implement AI‑driven automation, advanced analytics, and modernized workflows to reduce cost‑to‑serve and elevate customer experience.
• Align customer care technology investments with business objectives, operational outcomes, and global support strategies.

Enterprise Solution Architecture

• Establish, grow, and lead the enterprise Solution Architecture practice across Western Union’s global technology landscape.
• Define architectural frameworks, standards, governance models, and reference architectures for all systems supporting money transfer services.
• Oversee a team of architects designing end‑to‑end solutions across domains including payments, compliance, digital channels, customer care, and internal platforms.
• Ensure architectural scalability, security, performance, and long‑term sustainability across all solutions.

Leadership & Collaboration

• Lead and inspire globally distributed engineering and architecture teams of 100+ professionals.
• Partner closely with the CIO, COO, CEO, and senior leadership to align technology strategy with corporate and operational priorities.
• Serve as a trusted advisor on emerging technology trends, enterprise design patterns, and innovation opportunities.
• Promote a culture of collaboration, engineering excellence, architectural rigor, and continuous improvement.

Global Delivery & Vendor Management

• Manage global delivery teams and strategic outsourcing partners to ensure execution excellence.
• Drive efficiency, reliability, quality, and scalability across technology programs.
• Oversee vendor selection, contract negotiations, performance management, and value delivery.

Role Requirements

Experience

• 15+ years of progressive leadership in enterprise technology, engineering, and architecture.
• Proven success leading large global engineering and architecture teams.
• Hands‑on software development experience earlier in career, with the ability to engage deeply on technical topics.
• Expertise designing and governing large‑scale enterprise or financial/transactional systems.

Technical Skills

• Deep knowledge of modern architectures (cloud‑native, microservices, API‑driven).
• Strong understanding of AI/ML applications, automation technologies, and customer care optimization.
• Familiarity with payments ecosystems, compliance platforms, and high‑volume global transaction systems.

Leadership & Communication

• Exceptional ability to collaborate with and influence C‑suite and senior executives.
• Strong vendor management, negotiation, and strategic communication skills.
• Demonstrated ability to lead large, diverse, globally distributed teams.

Education

• Bachelor’s degree in Computer Science, Engineering, or related field required; Master’s preferred.

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 opportunit