What are the responsibilities and job description for the Partner Service Manager (Spanish Fluency Preferred) based in Atlanta or Miami position at Western Union?
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 Atlanta 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 enhancements,optimizeprocesses, 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
5-7 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
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 forwhat'snext.
WesternUnion is positioned to become the world's most accessible financial services company - transforming lives and communities.We'rea 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'llhave plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. Ifyou'reready to help drive the future of financial services,it'stime forWesternUnion. Learn more about our purpose and people athttps://careers.westernunion.com/.
WorkplaceOption
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 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.
Salary
The base salary range is $103.000,0 - $135,000.00 peryear,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.
OtherDetails
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.
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.
Salary : $103,000 - $135,000