Right now, we are seeking Operations Managers based at Western Union’s global headquarters in Denver, Colorado.
Operations Managers for Western Union (Denver, CO) – Set vision and roadmap for transaction status program within CX organization and align to CX priorities with key stakeholders, including MT Product and Payments. Leverage business case and strategic roadmap planning experience/skills to determine value and justify the logic behind the plan. Capable in developing KPIs that readily align to corporate and product goals and objectives. Creates consumer testing and research activities for design purposes. Leverages skills to design and manage post-launch monitoring and optimization programs. Use cost-benefit analysis that apply to budgeting, strategic goals, KPIs and other; as needed. Design appropriate implementation plans and coordinates with regional operations and care training to execute. Creates CX and cost savings KPIs using specific industry knowledge. Ensure each enhancement is tied to appropriate KPIs that themselves tie to revenue and / or cost savings. Manage KPIs to deliver the best results for customers and company.
Requirements include a Master’s degree in Product, Operations, Finance, Engineering, Business Administration or related; and 1 year experience as a Leader Product Management, Specialist, or related occupation, which must include some experience with CX management capabilities that leverage analysis of customer feedback resulting in solution engineering and design collaboration; experience in the definition of CX relevant KPIs & Metrics; Business case development experience for customer experience initiatives; Call Routing and Interactive Voice Response Functionality; and Medallia Application as utilized by customer experience group. Must also have project management certification in CAPM or PMP.