Manager, Merchant Operations & Productivity

Manager, Merchant Operations & Productivity - Atlanta (Hybrid)

Western Union powers your pursuit.

The Manager, Merchant Operations & Productivity, is responsible for driving operational excellence through technology innovation and performance optimization across merchant partnerships. This role shifts the traditional support model into a proactive, data-driven function focused on improving merchant productivity, accelerating adoption of platform capabilities, and delivering scalable technology enhancements. The role acts as a strategic bridge between merchants, operations, and product/technology teams-ensuring tools, processes, and insights are aligned to maximize merchant growth, engagement, and efficiency.

Applicants must be currently authorized to work in the United States on a full-time basis. Western Union will not sponsor applicants for work visas for this position. Applicants must be based in Atlanta or willing to relocate to Atlanta to work from the Atlanta office a minimum of three days a week. Western Union will not assist with relocation costs for this position.

Role Responsibilities

1. Merchant Productivity & Performance Optimization

• Own and drive merchant productivity metrics, including transaction volume, engagement, and activation rates
• Identify underperforming 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
• Identify opportunities to enhance merchant-facing tools, integrations, and workflows
• Translate merchant and operational needs into actionable product requirements
• Champion adoption of new technology features 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 to monitor merchant performance and operational health
• Leverage data to prioritize enhancements, optimize processes, 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 technology utilization and 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 to anticipate needs and proactively deliver solutions

7. Success Metrics (Example KPIs)

• Increase in merchant transaction volume / productivity
• Reduction in dormant or underperforming locations
• Adoption rate of new technology features
• 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

• Bachelor's degree in Computer Science, Engineering, Project Management, Operations Management, or Business Administration preferred
• 5-7+ years in operations, merchant services, product operations, or related roles
• Experience working with technology platforms, integrations, or digital products
• Proven track record of driving performance improvements through data and process optimization
• Experience in fintech, payments, marketplaces, or merchant ecosystems
• Familiarity with CRM, POS systems, APIs, or merchant platforms
• Exposure to product lifecycle or agile development environments

• Strong analytical and problem-solving capabilities
• Ability to translate business needs into technical requirements
• Experience with performance metrics, dashboards, and reporting tools
• Excellent stakeholder management and communication skills
• Process design and continuous improvement mindset

We make financial services accessible to humans everywhere. Join us for what's next.

Western Union is positioned to become the world's most accessible financial services company - transforming lives and communities. We're a 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'll have plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. If you're ready to help drive the future of financial services, it's time for Western Union. Learn more about our purpose and people at https://careers.westernunion.com/.

Salary

The base salary range is $ 110,000.00 - 135,000.00 USD per year USD per year, 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.

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 share additional role-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 enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.

Our Hybrid Work Model categorizes each role into one of three categories. Western Union 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 this initial application 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 you submit during 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 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.

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Estimated Job Posting End Date:

This 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.