The Partner Service Manageris responsible fordriving 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 teamsensuring tools, processes, and insights are aligned to maximize merchant growth, engagement, and efficiency.

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 67+ 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

• Bachelor27s 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

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 candidates27 qualifications, skills, and competencies.

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 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.

Estimated Job Posting End Date:

09-07-2026

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.