Head of Wallets & Card Operations

Western Union; Atlanta (GA); Hybrid; USD 200,000 - 215,000; Full time

Benefits offered by this job

Parental Leave

Family First Programs

Medical, Dental, and Life Insurance

Tuition Repayment Assistance Program

Job summary

Western Union is seeking a Director of Product Operations for Wallets and Card Issuance to shape strategy and drive operational excellence across digital wallets, payment systems, and core account platforms in the United States.

You will lead end-to-end product operations, enforce risk controls, and champion automation while coordinating with product, engineering, compliance, risk, and external partners to deliver secure, scalable solutions.

Qualifications

• Bachelor's degree in business, operations, finance, information systems, or related field (Master's preferred).
• 10+ years in banking operations, payments, core account services, or financial services product operations with at least 5 years in leadership.
• Deep knowledge of US-based card issuing and digital wallets.
• Deep knowledge of US payment systems (ACH, wires, RTP, card networks) and regulatory requirements.
• Experience with operational risk, fraud prevention, incident response, and regulatory audits.
• Strong technical acumen with core banking platforms, APIs, digital wallets, and embedded finance.
• Proven track record of large-scale operational improvements and product launches.
• Excellent analytical, problem-solving, and decision-making with data-driven outcomes.
• Strong communication, negotiation, and stakeholder management.
• Ability to build and lead high-performing teams in fast-paced environments.

Responsibilities

• Oversee end-to-end product operations for core account services, payment wallet and embedded finance products driving operational efficiency, scalability, and reliability.
• Act as product operations SME for cards, account origination, maintenance, settlement, clearing, and reconciliation.
• Develop and implement product requirements that influence internal policies and ensure regulatory compliance.
• Champion product automation and digital transformation to improve speed and accuracy.
• Drive continuous improvement to anticipate risks and ensure scalable solutions.
• Manage internal and external product operations across platforms and channels.
• Serve as US Wallet primary product operations liaison with product teams, engineering, compliance, risk, and external partners.
• Oversee readiness for launches, upgrades, migrations, sunsetting with minimal disruption.
• Monitor and report key operational metrics and drive root-cause analysis.
• Own delivery of features across digital and retail channels including card processing, wallet integrations, and API offerings.
• Collaborate with partner banks, fintechs, vendors to meet SLAs.
• Define requirements for fraud prevention and risk management including limit management.
• Collaborate with data analytics and engineering to build real-time monitoring and incident response.
• Ensure compliance with BSA/AML, Reg E, Reg Z, NACHA, PCI DSS.
• Lead investigations of suspicious activities with legal/compliance for risk assessments.

Skills

Leadership

Analytical thinking

Stakeholder management

Regulatory compliance knowledge

Risk management

Decision making

Communication abilities

Education

Bachelor's degree in Business/Operations/Finance/Information Systems

Master's degree or equivalent experience preferred

Job description

Western Union is seeking a Director of Product Operations for Wallets and Card Issuance to shape strategy and drive operational excellence across digital wallets, payment systems, and core account platforms in the United States.

You will lead end-to-end product operations, enforce risk controls, and champion automation while coordinating with product, engineering, compliance, risk, and external partners to deliver secure, scalable solutions.