Associate Manager, Content Strategy

Western Union; Miami (FL); On-site; USD 100,000 - 140,000; Full time

Job summary

Western Union is seeking an Associate Manager, Content Strategy to lead content across agent communications. You will develop strategies, maintain editorial standards, and craft clear messaging for diverse audiences across emails, newsletters, POS, and digital channels.

You will translate complex information into actionable content, ensure tone consistency, and collaborate with Operations, Product, Marketing, and Legal to align with business goals.

Qualifications

• Bachelor’s degree in Communications, Journalism, Marketing, English, Public Relations, or a related field (or equivalent experience).
• Minimum 5 years of experience in content strategy, communications, content development, editorial work, or related areas.
• Strong experience creating communication strategies and supporting complex business initiatives.
• Exceptional writing, editing, storytelling, and content development skills.
• Ability to simplify and communicate complex business, operational, or technical information to diverse audiences.
• Excellent stakeholder management and cross-functional collaboration skills.
• Preferred: experience supporting frontline employees, agents, partners, or distributed networks.
• Preferred: background in financial services, payments, retail, customer experience, or regulated industries.
• Preferred: experience creating content for geographically and culturally diverse audiences and managing multi-channel communications.

Responsibilities

• Develop and maintain content strategies, messaging frameworks, and editorial standards for Agent communications.
• Create, edit, and manage Agent-facing content across multiple channels, including email, newsletters, POS platforms, digital channels, and reference materials.
• Support communication planning and content development for business initiatives, product launches, operational changes, and campaigns.
• Translate complex operational, product, compliance, and business information into clear and actionable messaging for Agent audiences.
• Ensure consistency in communication tone, messaging, terminology, and quality standards.
• Partner with Operations, Training, Product, Marketing, Legal, Compliance, and regional teams to align communications with business objectives and Agent needs.
• Analyze feedback and communication performance metrics to continuously improve content effectiveness and engagement.

Skills

Content strategy

Editorial work

Cross-functional collaboration

Stakeholder management

Writing & editing

Communications

Frontline/agents experience

Education

Bachelor’s degree in Communications/Journalism/Marketing/English/Public Relations

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.

Role Responsibilities:

As an Associate Manager, Content Strategy , you will be responsible for:

Key Responsibilities:

• Develop and maintain content strategies, messaging frameworks, and editorial standards for Agent communications.
• Create, edit, and manage Agent-facing content across multiple channels, including email, newsletters, POS platforms, digital channels, and reference materials.
• Support communication planning and content development for business initiatives, product launches, operational changes, and campaigns.
• Translate complex operational, product, compliance, and business information into clear and actionable messaging for Agent audiences.
• Ensure consistency in communication tone, messaging, terminology, and quality standards.
• Partner with Operations, Training, Product, Marketing, Legal, Compliance, and regional teams to align communications with business objectives and Agent needs.
• Analyze feedback and communication performance metrics to continuously improve content effectiveness and engagement.

Role Requirements

• Bachelor’s degree in Communications, Journalism, Marketing, English, Public Relations, or a related field, or equivalent experience.
• Minimum 5 years of experience in content strategy, communications, content development, editorial work, or related areas.
• Strong experience creating communication strategies and supporting complex business initiatives.
• Exceptional writing, editing, storytelling, and content development skills.
• Ability to simplify and communicate complex business, operational, or technical information to diverse audiences.
• Excellent stakeholder management and cross-functional collaboration skills.
• Preferred: Experience supporting frontline employees, agents, partners, or distributed networks.
• Preferred: Background in financial services, payments, retail, customer experience, or regulated industries.
• Preferred: Experience creating content for geographically and culturally diverse audiences and managing multi-channel communications.

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 full time.

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.