SR. MANAGER, STORE OPERATIONS NORTH AMERICA (BILIN

Sr. Manager, Store Operations North America (Bilingual) – Denver, CO  

Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive? Then it’s time to join Western Union as a Sr. Manager, Store Operations North America (Bilingual)

Western Union powers your pursuit. 

The Owned Locations is a new, and exciting part of Western Union’s retail strategy. We have implemented stores in Latin America and Europe, and now we are making our mark in the US. This is a great opportunity to be part of something new and create a lasting imprint on retail at Western Union. 

This position will be responsible for the day-to-day operational management and coordination for owned locations in the North America Region. Oversight includes leading and supporting the team of FLAs, Sr. FLAs and Lead Tellers across the region. This includes accountability for coordinating onboarding, training, day-to-day store operations and maintaining a positive customer experience.  

The role oversees the end-to-end operational management of the stores starting with launch readiness with the Owned Locations Project Manager to coordinate and support training, end to end testing, purchases of supplies, and monitoring service quality. 

The position will guarantee that standard processes are implemented to ensure the owned locations are a role model for the Western Union network (including amazing customer experience, cash management, equipment, connectivity, accounting, settlement, fraud prevention, security, and insurance protocols). It will also validate GTM (go to market) releases, and provide technology operations, supply chain, and IT support. 

The Sr. Manager, Store Operations North America (Bilingual) will work closely with the Compliance Officer to ensure the right operating procedures and requirements are met, and with the Facilities team to ensure the physical retail space is in the ideal stage and the requests are addressed. 

Role Responsibilities 

• Support lead tellers with the operations of their stores, including supporting them with staffing and HR decisions at each location across US. 

• Cash management decisions: calculate the amount of cash needed at the store for payouts and change for customers, that the right currency denomination is provided. Define thresholds for the FLAs to make deposits to the Smart Safe to ensure the risk at the stores is reduced. 

• Iterate on standard process(SOPs) implementation at the stores 

• Escalation matrix content owner to ensure the right contacts are available to escalate issues to CARE, Internet Provider, Security, etc. 

• Business Continuity Plan creation and implementation. 

• Customer complaints management. 

• Compliance with InfoSec and Security requirements. 

• Agent Implementation setup and maintenance to ensure accurate addresses, operator IDs etc. are in place at each store. 

• Fixed assets list by store and respond to audits. 

• Support Smart Safe & cash in transit vendor coordination. 

• New Products/services testing and implementation. 

• Warnings and/or sanctions for FLAs. 

• Purchases for the stores as specified in the Expenses at owned locations SOP. 

Role Requirements 

• 5 years of relevant professional working experience with retail operations, financial operations services, and a plus with a preference for experience in consumer retail 

• Proven ability to manage the end-to-end store locations operations  

• Bachelor’s degree required 

• Technical aptitude to help troubleshoot POS systems remotely with IT team 

• Strong communicator, both written and verbal, with ability to influence outcomes and decisions. 

• Fluent in English and Spanish 

• Customer Centric attitude 

• Track record of issues and problem-solving skills.. 

• Advanced Microsoft skills (Excel for reporting) 

• Ability collaborate cross-functionally, leading with an enterprise mindset.  

• Influence and align across cross-functional teams 

• Organizational skills and attention to detail to fully execute plans in different stores. 

• Ability to multi-task and prioritize in a fast-paced and dynamic work environment 

• Ability to travel to other US store locations 

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 salary range is $ 101,747. – 169,578 USD per year, total on-target earnings include a base salary and short-term and long-term 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 
(). Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment. 

Your United States – Specific Benefits Include:  

• Family First Program  

• Flexible Time Off  

• Medical, Dental, and Life Insurance  

• Tuition Assistance Program  

• Parental Leave