Agent Experience & Process Improvement Manager

Western Union; Denver (CO); Hybrid; USD 120,000 - 160,000; Full time

Job summary

Western Union is seeking an Agent Experience & Process Improvement Manager to drive change management and process improvements across regions. The role supports communication, training, and stakeholder engagement, partnering with product, operations, and regional teams to ensure successful adoption.

Ideal candidates have a Bachelor’s degree, 5+ years in transformation or change management, and prior people leadership experience.

Qualifications

• Bachelor’s degree or equivalent experience required.
• 5+ years in project management, transformation, or change management.
• Experience leading cross-functional change across regions.
• Leadership experience coaching and developing team members.
• Strong communication and stakeholder management skills.

Responsibilities

• Lead change management and process improvement plans for new features across regions.
• Assess readiness, adoption risks, and organizational impact.
• Develop communication, training, and stakeholder engagement plans.
• Collaborate with product, operations, service, and regional teams.
• Track adoption, gather feedback, and adjust plans.
• Report progress, risks, and outcomes to leadership.
• Build scalable change management practices across initiatives.

Skills

Bachelor’s degree

5+ years experience

Cross-functional leadership

People leadership

Communication & stakeholder management

Problem solving

Education

Bachelor’s degree in a related field or equivalent experience

Job description

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.

The Agent Experience & Process Improvement Manager is an individual contributor that supports the planning and execution of process improvement and change management activities for new features and services introduced across multiple regions. This role helps drive awareness, readiness, and adoption by supporting communication, training, stakeholder engagement, and feedback activities across impacted teams.

Role Responsibilities

• Lead change management and process improvement plans for new features and services across regions.
• Assess organizational impacts, readiness, and adoption risks.
• Develop communication, training, and stakeholder engagement plans.
• Partner with product, operations, service, and regional teams to support implementation as well as process reviews and analysis.
• Track adoption, gather feedback, and adjust plans as needed.
• Manage resistance and promote stakeholder alignment.
• Report on change progress, risks, and outcomes to leadership.
• Build scalable change management and process improvement practices across initiatives.

Role Requirements

• Bachelor’s degree in a related field or equivalent experience.
• 5+ years of experience in project management, transformation, process improvement or change management.
• Experience leading cross-functional change initiatives across multiple regions.
• Prior people leadership experience, including coaching and developing team members.
• Strong communication, stakeholder management, and problem-solving skills.

Work Shift

Western Union values in-person collaboration, problem solving, and ideation whenever possible. We believe this fosters common ways of working and supports how we execute initiatives for our customers. Due to the nature of this role, the expectation is to work from the office 3 days per week, 2 days from home.

Other Details

We are passionate about honoring our employee's identity and fostering a feeling of belonging. 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.