Manager, Merchant Operations & Productivity

JR0130370Manager, 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 Merchant Productivity & Performance OptimizationOwn and drive merchant productivity metrics, including transaction volume, engagement, and activation ratesIdentify underperforming or dormant locations; design and execute reactivation strategiesAnalyze performance trends to uncover opportunities for revenue growth and operational efficiencyPartner with merchant stakeholders to implement productivity improvement plans and best practices Technology Enablement & EnhancementServe as the primary operations liaison to product and engineering teamsIdentify opportunities to enhance merchant-facing tools, integrations, and workflowsTranslate merchant and operational needs into actionable product requirementsChampion adoption of new technology features and ensure successful rollout across merchant baseContinuously evaluate and improve internal tools to streamline support and operations Data-Driven Insights & StrategyDevelop dashboards and reporting to monitor merchant performance and operational healthLeverage data to prioritize enhancements, optimize processes, and inform decision-makingDefine KPIs that align technology investments with merchant productivity outcomesConduct root cause analysis on performance gaps and operational issues Operational Excellence & Process ImprovementRedesign workflows to reduce friction in merchant onboarding, support, and maintenanceAutomate and scale manual processes where possibleStandardize best practices across regions and merchant segmentsEnsure consistent, high-quality execution across all merchant touchpoints Stakeholder CollaborationAct as a trusted advisor to merchant partners on technology utilization and growth strategiesCollaborate cross-functionally with Product, Engineering, Customer Support, and SalesCommunicate priorities, progress, and outcomes to senior leadershipInfluence roadmap decisions through operational insights and merchant feedback Transition from Reactive Support to Proactive EnablementShift focus from handling day-to-day support requests to preventing issues through better tools and processesBuild self-service capabilities for merchants and internal teamsUse insights to anticipate needs and proactively deliver solutions Success Metrics (Example KPIs)Increase in merchant transaction volume / productivityReduction in dormant or underperforming locationsAdoption rate of new technology featuresDecrease in support-related escalations through self-service or automationTime-to-resolution improvements driven by system enhancementsMeasurable ROI from implemented technology improvementsRole RequirementsBachelor’s degree in Computer Science, Engineering, Project Management, Operations Management, or Business Administration preferred5–7+ years in operations, merchant services, product operations, or related rolesExperience working with technology platforms, integrations, or digital productsProven track record of driving performance improvements through data and process optimizationExperience in fintech, payments, marketplaces, or merchant ecosystemsFamiliarity with CRM, POS systems, APIs, or merchant platformsExposure to product lifecycle or agile development environmentsStrong analytical and problem-solving capabilitiesAbility to translate business needs into technical requirementsExperience with performance metrics, dashboards, and reporting toolsExcellent stakeholder management and communication skillsProcess design and continuous improvement mindsetWe 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/.SalaryThe 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.BenefitsYou 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 interviewprocess or in an offer of employment.Your US Specific Benefits IncludePaid Time off Medical, Dental and Life Insurance Parental Leave Global Adoption Assistance401K planWestern 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.Estimated Job Posting End Date08-03-2026This 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.