Über diese Partner Service Manager (Spanish Fluency Preferred) based in Atlanta or Miami Stelle bei Western Union
IMPORTANT NOTE:
Candidates must be authorized to work in the United States on a full-time basis; visa sponsorship is not available for this role.
This position requires candidates to be based in Atlanta or Miami, or willing to relocate to one of these locations, with an expectation to work from the office at least three days per week.
Please note that relocation assistance is not provided.
Role Responsibilities
1. Merchant Productivity & Performance Optimization
Own and drive merchant productivity metrics, including transaction volume, engagement, and activation rates
Identify underperforming or dormant locations; design and execute reactivation strategies
Analyze performance trends to uncover opportunities for revenue growth and operational efficiency
Partner with merchant stakeholders to implement productivity improvement plans and best practices
2. Technology Enablement & Enhancement
Serve as the primary operations liaison to product and engineering teams
Identify opportunities to enhance merchant-facing tools, integrations, and workflows
Translate merchant and operational needs into actionable product requirements
Champion adoption of new technology features and ensure successful rollout across merchant base
Continuously evaluate and improve internal tools to streamline support and operations
3. Data-Driven Insights & Strategy
Develop dashboards and reporting to monitor merchant performance and operational health
Leverage data to prioritize enhancements, optimize processes, and inform decision-making
Define KPIs that align technology investments with merchant productivity outcomes
Conduct root cause analysis on performance gaps and operational issues
4. Operational Excellence & Process Improvement
Redesign workflows to reduce friction in merchant onboarding, support, and maintenance
Automate and scale manual processes where possible
Standardize best practices across regions and merchant segments
Ensure consistent, high-quality execution across all merchant touchpoints
5. Stakeholder Collaboration
Act as a trusted advisor to merchant partners on technology utilization and growth strategies
Collaborate cross-functionally with Product, Engineering, Customer Support, and Sales
Communicate priorities, progress, and outcomes to senior leadership
Influence roadmap decisions through operational insights and merchant feedback
6. Transition from Reactive Support to Proactive Enablement
Shift focus from handling day-to-day support requests to preventing issues through better tools and processes
Build self-service capabilities for merchants and internal teams
Use insights to anticipate needs and proactively deliver solutions
7. Success Metrics (Example KPIs)
Increase in merchant transaction volume / productivity
Reduction in dormant or underperforming locations
Adoption rate of new technology features
Decrease in support-related escalations through self-service or automation
Time-to-resolution improvements driven by system enhancements
Measurable ROI from implemented technology improvements
Role Requirements
Must-Have
5–7+ years of experience in operations, merchant services, product operations, or similar customer-focused roles
Strong analytical and problem-solving skills with a track record of improving performance through data and process optimization
Experience working with digital platforms or integrations (e.g., 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 a focus on continuous improvement
Nice-to-Have
Bachelor’s degree in a relevant field (e.g., Computer Science, Engineering, Business)
Experience in fintech, payments, marketplaces, or merchant ecosystems
Exposure to product lifecycle or agile environments
Professional fluency in Spanish
We make financial services accessible to humans everywhere. Join us for what’s next.
Western Union is positioned to become the world’s most accessible financial services company — transforming lives and communities. We’re a diverse and passionate customer-centric team of over 8,000 employees serving 200 countries and territories, reaching customers and receivers around the globe. 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’ll have plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. If you’re ready to help drive the future of financial services, it’s time for Western Union. Learn more about our purpose and people at https://careers.westernunion.com/.
Workplace Option
HYBRID - 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. The expectation is to work from the office a minimum of three days a week.
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 below benefits specific to your location and note that your recruiter may share additional role-specific benefits during your interview
process or in an offer of employment.
Your US specific benefits include:
Paid Time off
Medical, Dental and Life Insurance
Parental Leave
Global Adoption Assistance
401K plan
Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.
Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week.
For residents of Colorado, California, Connecticut, Delaware, Minnesota, and Pennsylvania: Please do not respond to any questions on this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information.
Salary
The base salary range is $103.000,0 - $135,000.00 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 diversity. 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:
09-20-2026This 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.
