Operations Director

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 ResponsibilitiesAs a Operations Director, you will be responsible for:
Leading the end-to-end complaint investigation and resolution function for Customer Care. This role oversees the development, execution, and continuous improvement of complaint management processes to balance customer experience, operational effectiveness, quality, compliance, and cost.
Key responsibilities include:Lead the global complaint investigations and resolution function, ensuring timely, consistent, and customer-focused handling of escalated complaints.Oversee the intake, investigation, root cause analysis, and resolution of complex customer and agent complaints.
Establish and maintain processes that ensure effective complaint resolution while meeting regulatory, operational, and customer experience objectives.Serve as the primary point of contact for executive-level complaint escalations originating 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.
Role RequirementsBachelor's degree in Business, Operations, Finance, Customer Experience, or a related field, or equivalent combination of education and experience.8-10 years of progressive leadership experience in customer operations, complaint management, investigations, customer experience, risk management, or related functions.Strong analytical and critical thinking skills with the ability to identify root causes and implement sustainable solutions.Experience driving operational performance improvements through data, metrics, and process optimization.Demonstrated success leading cross-functional initiatives, influencing senior stakeholders, and driving sustainable business and operational improvements.Excellent verbal, written, presentation, and executive communication skills.Experience leading and developing high-performing teams in a fast-paced environment.
Work ShiftWestern 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 full time.
Other DetailsWe 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.
Skills & RequirementsLead, coach, and develop high-performing complaint investigation, correspondence, and back-office support teams while fostering a culture of accountability, continuous improvement, and customer-centric decision making.
Foster a culture of accountability, collaboration, innovation, and customer advocacy.Build organizational capabilities in critical thinking, problem solving, root cause analysis, and effective resolution management.
Establish clear goals, performance expectations, and development plans for team members.Lead teams through organizational and business change, fostering adaptability, resilience, and a growth mindset while maintaining high levels of engagement and performance.
Define, prioritize, and evaluate strategic initiatives that improve complaint resolution performance, operational SLAs, and key business KPIs.
Monitor and report on complaint metrics, customer outcomes, quality indicators, and operational performance.
Identify opportunities to eliminate waste, reduce process inefficiencies, and improve effectiveness while maintaining a strong customer focus.
Develop sustainable operating models and procedures that enable scalable complaint management practices.
Collaborate with regional and global business leaders across Operations, Compliance, Risk, Regional Business Leadership Teams, Product, Technology, Legal, and Customer Care functions.Hold stakeholders accountable for remediation plans, process enhancements, and actions resulting from complaint investigations.
Serve as a trusted advisor to Regional Business Leadership Teams by providing complaint trends, customer insights, and root cause analysis that inform strategic priorities, operational decisions, and risk mitigation efforts.
Represent the broader COO organization in executive forums, site leadership discussions, and cross-functional initiatives.
Develop and execute strategic initiatives to improve complaint handling effectiveness, customer satisfaction, quality outcomes, and operational efficiency.
Drive continuous improvement through data analysis, complaint trend identification, root cause investigations, and implementation of corrective actions.
Incorporate industry best practices in customer experience, complaint management, and service recovery.Establish governance mechanisms to monitor complaint trends, process effectiveness, and regulatory compliance requirements.
Champion a culture of continuous improvement and customer advocacy by influencing leaders to address root causes and implement long-term corrective actions.
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.