Partner Service Manager based in Austin or Miami

IMPORTANT NOTE:

Candidates mustbe authorized towork 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 Austin or Miami or willing torelocateto one of these locations with an expectation to work from the office at least three days per week.

Please note that relocationassistanceis not provided.

Role Responsibilities

1. Merchant Productivity & Performance Optimization

• Own and drive merchant productivity metrics including transaction volume engagement and activation rates

• Identifyunderperforming 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

• Identifyopportunities to enhance merchant-facing tools integrations and workflows

• Translate merchant and operational needs into actionable product requirements

• Champion adoption ofnew technologyfeatures 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 tomonitormerchant performance and operational health

• Leverage data to prioritize enhancementsoptimizeprocesses 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 technologyutilizationand 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 toanticipateneeds and proactively deliver solutions

7. Success Metrics (Example KPIs)

• Increase in merchant transaction volume / productivity

• Reduction in dormant or underperforming locations

• Adoption rate ofnew technologyfeatures

• 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

• 57 years of experience in operations merchant services product operations or similar customer-focused roles

• Strong analytical and problem-solving skills witha track recordof 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

• Bachelors 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

We make financial services accessible to humans everywhere. Join us forwhatsnext.

WesternUnion is positioned to become the worlds most accessible financial services company transforming lives and diverse and passionate customer-centric team of over 8000 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 plenty of opportunities to learn new skills and build a career as well as receive a great compensation package. Ifyoureready to help drive the future of financial servicesitstime forWesternUnion. Learn more about our purpose and people at base salary range is $103000.00 - $135000.00 peryeartotal 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.

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 ( Please see the below benefits specific to your location and note that your recruiter may shareadditionalrole-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 enterpriseobjectiveswhich willultimately helpus achieve our strategic goals. By connecting face-to-face we are better able to learn from our peers problem-solve together and innovate.

WesternUnion 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 thisinitialapplication 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 yousubmitduring the application process. You will not be penalized for redacting or removing this information.

We are passionate about diversity. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams whilereflectingthe 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.