Senior Manager, Operations

Western Union; Northern (KY); On-site; USD 114,000 - 152,000; Full time

Benefits offered by this job

Health insurance

401K Plan

Job summary

Western Union is seeking a Senior Manager, Operations to lead strategic initiatives across the retail agent network, partnering with Operations, Product, Technology, Compliance, Finance, and Vendors to drive efficiency and scalable solutions.

You will develop KPIs, manage vendor performance, and coach a high-performing team while delivering technology-enabled improvements and compliant processes that support growth.

Qualifications

• 7+ years of experience in operations, fintech, financial services, payments, retail operations, or related fields.
• 5+ years of leading cross-functional operational, process improvement, or technology initiatives.
• 3+ years of people leadership and developing direct reports.
• 3+ years using operational metrics and data analysis to drive performance.
• 3+ years managing relationships with internal or external partners.
• 3+ years supporting change management and process optimization.

Responsibilities

• Develop and execute strategies that support growth, excellence, and customer satisfaction.
• Lead cross-functional initiatives across Operations, Product, Technology, Compliance, and Vendors.
• Establish and monitor KPIs to measure performance, service quality, productivity, and financial results.
• Identify improvement opportunities and implement scalable, cost-saving solutions.
• Partner with Product/Technology to ensure readiness and successful deployments.
• Oversee risk, compliance, and quality control aligned with policies and regulations.
• Manage vendor relationships and service-level performance across partners.
• Use data and root-cause analysis to drive continuous improvement initiatives.
• Develop business cases and recommendations for investments and enhancements.
• Lead and develop a high-performing team with accountability and collaboration.

Skills

Operations leadership

Cross-functional leadership

People management

Data-driven decisions

Stakeholder management

Vendor management

Change management

KPI reporting

Education

Bachelor's degree in Business/Operations/Finance/IT

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.

Senior Manager, Operations The Senior Manager, Operations is responsible for leading operational strategy, technology‑enabled process improvements, and large‑scale business initiatives across the retail agent network. This role partners closely with Operations, Product, Technology, Compliance, Finance, and Vendor teams to drive operational excellence, improve business performance, and ensure the successful implementation of new products, systems, and operational capabilities. The Senior Manager provides leadership and oversight for operational programs, technology deployments, compliance initiatives, vendor performance, and continuous improvement efforts. This position focuses on delivering scalable solutions that enhance customer and agent experiences, reduce operational risk, improve efficiency, and support business growth.

Key Responsibilities

• Develop and execute operational strategies that support business growth, operational excellence, and customer satisfaction.
• Lead cross‑functional initiatives involving Operations, Product, Technology, Compliance, and Vendor partners from planning through implementation.
• Establish and monitor key performance indicators (KPIs) to measure operational performance, service quality, productivity, and financial results.
• Identify operational, technology, and process improvement opportunities and implement solutions that drive efficiency, scalability, and cost savings.
• Partner with Product and Technology teams to ensure operational readiness and successful deployment of new products, systems, and enhancements.
• Oversee operational risk, compliance, and quality control processes to ensure adherence to company policies and regulatory requirements.
• Manage vendor relationships, service‑level performance, and business outcomes across key operational partners.
• Utilize data, reporting, and root cause analysis to identify trends, resolve issues, and drive continuous improvement initiatives.
• Develop business cases and recommendations for operational investments, process enhancements, and technology solutions.
• One direct report: Lead, coach, and develop a high‑performing team while fostering a culture of accountability, collaboration, and continuous improvement.

Basic Qualifications

• 7+ years of experience in operations, fintech, financial services, payments, retail operations, or a related industry.
• 5+ years of experience leading cross‑functional operational, process improvement, or technology implementation initiatives.
• 3+ years of people leadership experience, including managing and developing direct reports.
• 3+ years of experience using operational metrics, KPIs, and data analysis to drive business performance and decision‑making.
• 3+ years of experience managing relationships with internal stakeholders, external vendors, or third‑party service providers.
• 3+ years of experience supporting operational change management, process optimization, or continuous improvement programs.

Preferred Qualifications

• Bachelor's degree in Business, Operations, Finance, Information Technology, or a related field, or equivalent professional experience.
• Experience supporting a large retail, franchise, agent, or distributed network environment.
• Experience within payments, money movement, fintech, financial services, or highly regulated industries.
• Experience leading large‑scale product launches, operational transformations, or technology‑enabled business initiatives.
• Working knowledge of payment technology, POS systems, digital payments, or customer‑facing operational platforms.
• Experience partnering with Compliance, Risk, Information Security, or Audit teams.
• Experience developing business cases, ROI analysis, and operational investment recommendations.
• Lean, Six Sigma, Agile, PMP, or other process improvement/project management certifications.

We make financial services accessible to humans everywhere. Join us forwhat’snext. Western Union is well positioned to become the world’s most accessible financial services company—transforminglives and communities.More than moving money, we design easy‑to‑use products and services for our digital and physical financial ecosystem that help our customers move forward. Just as we help our global customers prosper, we support our employees in achieving their professional aspirations.You’llhave plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. Ifyou’reready to help drive the future of financial services,it’stime forWesternUnion. Learn more about our purpose and people athttps://careers.westernunion.com/

WORK SHIFT REMOTE

- 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. However, due to the nature of this role, there is no specific office location where the employee is expected to report. The employee must align with their manager on other expected in‑person collaboration opportunities.

BENEFITS AND OTHER DETAILS

Benefits You will also have access to short‑term incentives, multiple health insurance options, accident and life insurance, and access to best‑in‑class development platforms, to name a few (https://careers.westernunion.com/global‑benefits/).

Please see the location‑specific benefits below and note that your Recruiter may share additional role‑specific benefits during your interview process or in an offer of employment. Your United States specific benefits include: Medical, Dental, Vision, and Life Insurance Paid Time Off Parental Leave Global Adoption Assistance 401K Plan.

Salary

The base salary range is $114,000 – $152,000.00 per year, total on target compensation includes a base salary plus annual incentives that align with individual and company performance. Actual salaries will vary based on candidates’ qualifications, skills, and competencies.

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.

Estimated Job Posting End Date: 09-28-2026 This application window is a good‑faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.

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.