Director, Customer Care Operations

Director Customer Care Operations- Miami, FL, Santa Ana Costa Rica, OR New York, NY 

Western Union powers your pursuit. 

This high leverage, high impact opportunity will be responsible for leading a global contact center operation across partners around the world (~3000 CSR & leaders). This role can be based in either, Miami, FL, Santa Ana Costa Rica, or New York NY. Relocation assistance is available for the right candidate.  

Role Responsibilities 

Reporting directly to Western Union’s Vice President of Customer Care, this role will lead the global contact center operations. This role has 9-12 international trips a year. The Director, Customer Care Operations requires an innovative and operationally disciplined leader and business strategist that is revolutionary in thinking and at the forefront of new and emerging customer service delivery practices, including call center models. The Director will be responsible for leading global contact center operations across partners around the world. This leader will provide leadership and oversight for customer service delivery operations supporting the company’s suite of products and services. Reporting directly to Western Union’s VP, Customer Care, this leader will be responsible for accelerating Western Union’s customer experience agenda. This role centers on building measurable improvements through Western Union’s contact center strategy, performance, and operations. The Director, Customer Care Operations must have experience working with vendor partners operating around the world. This person will have a deep knowledge of contact centers and improve results across many OKR/metrics to deliver excellence in customer service.  

• Practice the principles of empathy, speed, and quality across all care related services. 

• Guide, mentor, and support global partner leadership to achieve greater objectives as a collective organization. 

• Develop strategic vendor partner relationships and proactively manage services to ensure Western Union is optimizing operations. 

• Manage with a strong operations focus, identifying and managing against KPIs, and SLAs 

• Collaborate across key enablement teams including Workforce Management, Training, Projects, and Process 

• Continually assess industry leading trends and practices, integrating technology, automation, and processes to increase efficiencies, provide elevated levels of services, and mitigate risk/fraud. 

• Invest in the customer care leadership team in new ways, mindful that learning and development occurs uniquely across the global footprint. 

• Establish and foster relationships with clients, vendors, industry players, and internal stakeholders at all levels, including executive management. 

• Lead by example, setting development and leadership goals, holding leaders accountable for the development of their teams and delivery against goals. 

• Bring an entrepreneurial and creative approach to developing innovative ideas that will stretch the organization and push the boundaries of our customer support.  

• Deliver and align global customer service priorities and operational standards 

• Action feedback gathered from CSRs, leaders, and overall partners to close gaps in training and knowledge 

• Collaborate with internal stakeholders to ensure high quality performance is delivered 

• Develop effective change management for new launches or changes to equip CSRs and leaders with the right information at the right time 

• Manage SOWs with partners 

• Continuous improvement of reporting and performance updates 

• Ensure timely audits are actioned and completed when required from Risk and Compliance 

• Manage the partner invoicing in collaboration with WFM and Finance 

• Identify call volume reduction opportunities and work with internal teams to delivery 

• Test, try, fail, learn mentality 

Role Requirements  

The Director, Customer Care Operations will demonstrate a focus on achieving customer service operations at a world-class caliber. This individual thrives in an environment where they can roll up their sleeves and drive real change to an existing operating model – with a keen eye towards continuous improvement and enabling an environment where people can bring their best to work every day, at every level of the organization. Successful candidates will bring evidence of mastering operations at a global scale, transforming customer care and contact center best practices. This individual must have a high IQ and EQ in order to be viewed as an effective business partner by their respective business peers across Western Union. The capabilities and experiences most critical to success in thi