Merchant Growth & Enablement Manager

Western Union; Miami (FL); Hybrid; USD 103,000 - 135,000; Full time

Job summary

Western Union is seeking a Partner Service Manager to drive operational excellence across merchant partnerships, shifting to proactive, data-driven enablement. You will align tools, processes and insights to maximize merchant growth, engagement, and efficiency from our Atlanta or Miami offices.

The role bridges merchants, operations, and product/technology teams, shaping KPI-driven programs and scalable tech enhancements while leading adoption of new features and solutions.

Qualifications

• 5–7+ years in operations, merchant services, or similar customer-facing roles.
• Strong analytical and problem-solving skills with data-driven mindset.
• Experience with digital platforms or integrations (CRM, POS, APIs, merchant systems).
• Ability to translate business needs into technical requirements.
• Experience with performance metrics, dashboards, and reporting tools.
• Excellent stakeholder management and communication skills.
• Process-driven mindset with continuous improvement focus.

Responsibilities

• Own and drive merchant productivity metrics including transaction volume, engagement, and activation rates.
• Identify underperforming or dormant locations; design and execute reactivation strategies.
• Partner with merchant stakeholders to implement productivity improvements and best practices.
• Serve as primary operations liaison to product and engineering teams; translate needs into requirements.
• Champion adoption of new technology features and ensure successful rollout across merchant base.
• Develop dashboards and reporting to monitor merchant performance and operational health; define KPIs.
• Redesign workflows to reduce friction in onboarding, support, and maintenance; scale processes.
• Collaborate cross-functionally with Product, Engineering, Customer Support, and Sales; communicate progress to leadership.
• Shift focus from reactive support to proactive enablement; build self-service capabilities.
• Influence roadmap decisions through insights and merchant feedback.

Skills

Analytical skills

Stakeholder mgmt

Communication

Problem solving

Operations experience

Education

Bachelor’s degree

Tools

CRM

POS

APIs

Job description

Western Union is seeking a Partner Service Manager to drive operational excellence across merchant partnerships, shifting to proactive, data-driven enablement. You will align tools, processes and insights to maximize merchant growth, engagement, and efficiency from our Atlanta or Miami offices.

The role bridges merchants, operations, and product/technology teams, shaping KPI-driven programs and scalable tech enhancements while leading adoption of new features and solutions.