This job has expired, please see additional jobs below
Director, Operations
Western Union
Englewood, CO, United States
Job Details - this job has expired, please see similar jobs below
Does playing a critical role in protecting customers sound exciting to you? How about working for a global fintech company on an advanced team that is passionate about preventing money laundering and other illegal financial transactions?
We’re seeking a Director, Operations based in our Englewood, Colorado office (global headquarters).
The Director of Global Operations Product Delivery is responsible for leading and designing the end-to-end customer journey for customers, agents and partners when they engage with the Global Operation Centers for transactional assistance for WU products and services.
They accomplish this by focusing on three broad areas:
1. Defining what’s important - Help leaders to understand what is important to customers, agents and partners and design a great end-to-end customer journey working collaboratively with WU stakeholders and key clients/partners.
2. Monitoring how we’re doing and continuously improving the customer journey – Use metrics, data and judgment to assess performance and identify priorities to improve the customer journey. Work collaboratively with stakeholders across WU and key clients/partners to drive improvements in the customer journey.
3. Communicating customer, agent and partner pain points – Walk in the shoes of our customers, agents and partners and communicate across WU and key partners customer pain points.
Sound interesting? Here are some specifics:
• Work effectively across Western Union teams to understand WU products and service offerings and communicate customer pain points
• Work closely with and/or lead other corporate initiatives geared toward improving customer, agent, and partner experience/journey.
• Some programs will be within one function and some programs will be end-to-end and across multiple functions
What you will need to succeed:
• 10+ years’ experience providing Operations or Service consultation to business units within a large corporate environment
• In-depth experience in operating within a business unit and within an operations function. Can clearly represent both perspective.
• Demonstrated experience making data-based decisions
• Ability to solve for multiple stakeholders
• Balancing long and short-term outcomes
• Communicating and influencing skills across business functions; confidence to approach senior business leaders with difficult messages and defend position
• Financial acumen and ability to develop compelling business cases – tie operating metrics
• Ability to work well under pressure, and the ability to work as a member of a team.
• Excellent oral and written communication skills and the ability to summarize and present complex information in a clear and concise manner to a non-technical audience
• Proven ability to establish relationships, build consensus, and work effectively within cross-departmental teams including creative and customer service staff, business front end users, management and leadership, developers, and IT
• Sound judgment, business acumen and the ability to make a contribution to the business as a whole.
What will make you stand out:
• MBA very desirable
• Strong drive for results
• Strong analytical mindset, able to understand how systems work, and tell compelling stories using data
• Strong positive attitude and ability to handle complex, continuously changing environment and team dynamics
• Strong service-oriented attitude and excellent interpersonal skills
What’s in it for you?
• Competitive global pay and benefits
• Diverse, global team with colleagues in over 50 countries
What it’s like here:
Western Union (WU) is a company on the move! We believe that when money moves, better things can happen. From small businesses and global corporations, to families near and far, or NGO’s in the most remote communities on Earth, WU helps people and business move money globally. We have a rich legacy of innovation and are continuing to develop new and more convenient ways for our customers to send and receive money through digital, mobile and retail channels. We have a combined digital and retail network that spans over 200 countries and territories. Some companies specialize in cash-based retail money transfer and others play only in digital. We are leaders in both! Being on the Western Union team means being tenacious and goal-oriented. It means taking risks and quickly finding the path to success. It means having integrity and finding ways to make things work. It means thriving as part of a diverse, global team of over 10,000 people who are committed to moving money for better. It means being driven to win, and to do work that makes a difference… on a global stage.
Sound like you? Apply now!
Inclusion and diversity are fundamental to our culture and success. Achieving our common vision depends on people with diverse backgrounds working together. Who knows; your unique point of view could be the key to our next groundbreaking idea. We’d love to explore that possibility! Western Union is proud to be an Equal Opportunity-Affirmative Action Employer. We are committed to equal employment opportunity regardless of race, color, religion, sex (including pregnancy or related medical conditions), national origin, veteran status, sexual orientation, gender identity, age, disability, marital status or another protected category.