Manager, Business Process Management

Western Union; Atlanta (GA); Hybrid; USD 130,000 - 170,000; Full time

Job summary

Western Union is hiring for an AI & Intelligent Automation Team Lead in Atlanta. The role combines ownership of automation and AI initiatives with collaboration across business, IT, and data science teams to drive scalable solutions and digital transformation.

You will mentor the local team, manage performance, and align projects with enterprise priorities while delivering measurable benefits and ensuring quality throughout the lifecycle.

Qualifications

• +5 years of experience in product ownership, process management, project management, or a related field.
• +3 years of experience driving technology strategies in collaboration with IT and data science teams.
• Proven track record in process re-engineering, Lean or Agile methodologies, and leading high-impact transformation projects.

Responsibilities

• Lead end-to-end ownership of the Intelligent Automation & AI portfolio within an assigned pillar.
• Bridge between business stakeholders, data engineering, and automation delivery teams to align investments with priorities.
• Define and own automation and AI roadmaps, and ensure scalability and maintainability of solutions.
• Perform process assessments to identify inefficiencies and opportunities for redesign.
• Collaborate with IT to determine the best technical approach, from RPA to APIs and AI-enhanced solutions.
• Drive change management, stakeholder engagement, training, and communication planning.
• Maintain and prioritize the product backlog and translate business needs into user stories and acceptance criteria.
• Monitor project performance and benefits realization, guiding sunset decisions with Process Owners.
• Foster cross-functional collaboration and communicate progress to senior leadership.

Skills

Product ownership

Process management

Project management

Lean/Agile

Stakeholder communication

Education

Bachelor’s degree in Business, Computer Science, Engineering, or a related field

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 AI & Intelligent Automation team is responsible for designing, building, and evolving enterprise automation solutions that combine Robotic Process Automation (RPA), software engineering, and AI technologies. Our team includes automation developers, technical leaders, and people leaders who work together to deliver scalable, resilient, and innovative solutions using technologies such as UiPath, Blue Prism, C#, and AI-enabled frameworks.

Role Responsibilities

• We foster a strong engineering culture focused on quality, collaboration, continuous learning, and innovation, while helping accelerate Western Union's digital transformation journey.
• End-to-end ownership and accountability for the Intelligent Automation & AI portfolio within an assigned functional pillar. You will act as the key bridge between business stakeholders, AI Data engineering, and automation delivery teams, ensuring that automation and AI investments address the right business problems and remain aligned with enterprise priorities.
• Define and own the automation, process re-engineering and AI roadmap in assigned functional pillar, ensuring alignment with enterprise goals and stakeholder priorities.
• Conduct end-to-end process assessments, identifying inefficiencies, automation & AI opportunities, and areas for redesign.
• Collaborate with IT and engineering teams to determine the best technical approach — from system upgrades to RPA, API integrations, or AI-enhanced solutions.
• Lead initiatives to embed automation & AI technologies (e.g., OCR, LLMs, RPA) into redesigned workflows, ensuring scalability and maintainability.
• Drive change management efforts to support adoption of new processes and tools, including stakeholder engagement, training, and communication planning.
• Maintain and prioritize the product backlog, translating business needs into actionable user stories and acceptance criteria.
• Monitor Intelligent Automation & AI projects performance, report on benefits realization, and manage process sunset decisions in collaboration with Process Owners.
• Facilitate cross-functional collaboration across business, IT, and automation teams to ensure timely and high-quality delivery.
• Communicate progress, risks, and solutions effectively to senior stakeholders and leadership.
• Act as the local Intelligent Automation & AI Team Lead in Atlanta, directly managing and mentoring the local team, with responsibility for performance management and reviews in collaboration with functional leads.

Role Requirements

• Bachelor’s degree in Business, Computer Science, Engineering, or a related field.
• +5 years of experience in product ownership, process management, project management, or a related field.
• +3 years of experience driving technology strategies in collaboration with IT and data science teams.
• Proven track record in process re-engineering, Lean or Agile methodologies, and leading high-impact transformation projects.

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.