Sr Manager, Owned Stores Operations

Western Union; Denver (CO); Hybrid; USD 120,000 - 160,000; Full time

Job summary

Western Union in Denver is seeking an Owned Stores Operations Senior Manager to lead cross-functional process improvements across regional owned stores. You will develop SOPs, training modules and dashboards, and execute the roadmap with country prioritization. Strong analytics and communication are essential to guide senior stakeholders and deliver high-quality results.

Hybrid work arrangement: 3 days in office and 2 days remote, with flexibility to manage across time zones as needed.

Qualifications

• 5+ years experience acting as liaison across teams and organizations
• Lean, Six Sigma, Project and Change Management certifications are a plus
• Advanced verbal & written communication to manage senior audiences in English

Responsibilities

• Lead cross-functional process improvements for assigned Region/Countries.
• Document and update SOPs, Playbook, and training modules.
• Guide and support roadmap execution based on country prioritization.
• Develop executive presentations and dashboards.
• Monitor processes and identify areas for improvement.
• Provide timely updates on implementation progress and impact.

Skills

Cross-functional collaboration

Lean Six Sigma

Stakeholder management

Analytical skills

English communication

Time zone flexibility

Education

Bachelor's degree

Tools

Excel

PowerPoint

SharePoint

Visio

Project Management tools

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 the Owned Stores Operations Senior Manager you will:

• Serve as a point of contact for assigned Region/Countries to support the operations of the Western Union Owned Stores. Assigned tasks include leading cross functional process improvement initiatives, research, root cause analysis, problem resolution, action plans to address the owned locations needs.
• Content documentation for creation and updates of the Standard Operating Procedures, the Playbook and training modules.
• Guide and support the execution of the roadmap based on prioritization by country and monitor post-rollouts.
• Monitor processes, challenging the status quo, and identifying potential areas of improvement.
• Support the owned locations day-to-day operations and the governance of procedures documentation.
• End to end of the assigned cross functional initiatives based on roadmap prioritization.
• Identify process improvement opportunities and anticipate the needs for assigned Region/Countries.
• Complete analysis and action plans to address opportunities
• Create new processes and procedures in collaboration with cross functional teams.
• Monitor/evaluate implementation progress and provide timely updates. Assess the impact of changes and the teams, systems, and tools involved.
• Develop executive presentations and dashboards.

Role Requirements

• 5+ years of experience working as a liaison between different teams and organizations, going across silos and teaming up with others to achieve common goals.
• Advanced experience in the agent operations field and business is a plus.
• Bachelor University degree a plus.
• Intermediate Knowledge of Lean, Six Sigma, Project and Change Management frameworks certifications will be a plus.
• Advanced verbal & written communication skills to manage senior audiences in English. Spanish and other language is a plus.
• Intermediate proficiency in Excel, PowerPoint, SharePoint. Visio and Project Management tools will be a plus.
• Basic experience with agents or owned stores operations is a plus.
• Reliable, delivers high quality work with no reminders to deliver as expected.
• Advanced ability to work independently, focusing on solutions and driving results.
• Advanced sense of urgency, attention to detail, and customer service orientation.
• Flexibility to work across different time zones is required.
• Intermediate ability to manage difficult situations and resolve conflicts in a positive manner.
• Ability to manage complex situations with maturity and professionalism, providing direct feedback and setting clear expectations.
• Advanced critical thinking skills.
• Strong analytical capabilities, leveraging data from multiple sources.
• Advanced organizational skills to create implementation plans and ensure successful delivery.

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.

Western Union Company is a global leader in cross-border, cross-currency money movement. Our omnichannel platform connects the digital and physical worlds and makes it possible for consumers and businesses to send and receive money and make payments with speed, ease, and reliability. With our global reach, Western Union moves money for better, connecting family, friends and businesses to enable financial inclusion and support economic growth.