Senior Manager, Operations

At Western Union, we’re more than a trusted name in global payments. We’re moving beyond remittances, beyond cash, and beyond the expectations of our customers.

Our talented teams enable us to transform into a digital-first company, built on the strength of our retail foundation and powered by next-generation payments. All this with the goal of helping people prosper.

Our customers inspire us to push boundaries and create services that make life easier and communities stronger. Wherever you are in the world, we’re committed to shaping the next generation of financial experiences.

Join us as we go beyond and be part of a team that’s redefining what’s possible.

Senior Manager, Operations

The Senior Manager, Operations is responsible for leading operational strategy, technology-enabled process improvements, and large-scale business initiatives across the retail agent network. This role partners closely with Operations, Product, Technology, Compliance, Finance, and Vendor teams to drive operational excellence, improve business performance, and ensure the successful implementation of new products, systems, and operational capabilities.

The Senior Manager provides leadership and oversight for operational programs, technology deployments, compliance initiatives, vendor performance, and continuous improvement efforts. This position focuses on delivering scalable solutions that enhance customer and agent experiences, reduce operational risk, improve efficiency, and support business growth.

Key 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.

Basic Qualifications:

• 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.

Preferred Qualifications

• 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.

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

Western Union is well positioned