Operations Director

About the role

Western Union is moving beyond remittances and cash as it develops into a digital-first company, building on its retail foundation and next-generation payments. Its goal is to help people prosper and create services that make life easier and communities stronger.

As Operations Director, you will lead the end-to-end complaint investigation and resolution function for Customer Care. The role focuses on balancing customer experience, operational effectiveness, quality, compliance, and cost.

Responsibilities

• Lead the global complaint investigations and resolution function, ensuring timely, consistent, customer-focused handling of escalated complaints.
• Oversee intake, investigation, root cause analysis, and resolution of complex customer and agent complaints.
• Establish and maintain processes for effective complaint resolution that meet regulatory, operational, and customer experience objectives.
• Serve as the primary point of contact for executive-level complaint escalations from the Office of the CEO and Executive Leadership Team.
• Provide strategic oversight for written customer postal correspondence and other back-office support functions, ensuring communication quality, consistency, compliance, and service excellence.

Requirements

• Bachelor's degree in Business, Operations, Finance, Customer Experience, or a related field, or an equivalent combination of education and experience.
• The source lists an experience requirement beginning with “8-10 of...” but does not provide the complete requirement.

Datos clave

• The role leads complaint investigation and resolution for Customer Care.
• A bachelor's degree in a related field or equivalent education and experience is required.
• The role oversees escalated customer and agent complaints.

Salario estimado

Salario estimado para servicio al cliente en Guatemala: GTQ 3.950 - 7.700 al mes, según 23 ofertas con salario publicado en CazVid. Es una estimación, no el salario ofrecido.