Customer Service Supervisor responsible for call center operations, coaching agents, and ensuring compliance. Leading a team of up to 12 employees and optimizing service delivery operations.
About the role
- Product Manager focusing on redefining customer experience across channels for Western Union. Collaborating with design and engineering to optimize online experiences.
Responsibilities
- Drive end-to-end user experience strategy across web and mobile, ensuring seamless, intuitive, and customer-centric journeys.
- Translate customer insights, usability research, and behavioral data into actionable product requirements that improve adoption, engagement, and retention.
- Partner with design, engineering, and analytics teams to define, prioritize, and deliver UX enhancements that directly impact key customer KPIs.
- Build and optimize end-to-end money transfer experience right from the 1st time a customer lands on Western Union’s platform and for repeat transactions.
- Be the key spokesperson of customer needs in all meetings with front end/ back end engineering teams and regional stakeholders
- Work with other product teams on identifying use cases that relate to different aspects of a cross-channel, cross-country customer profile and onboarding experience e.g. customer lookup, KYC, profile details, transaction history, etc
- Own the requirement definition, research, metrics analysis, testing, launch and ongoing optimizations.
- Manage products ensuring proper alignment and approvals are obtained from Legal, Compliance, Privacy and Infosec.
Requirements
- 4+ years of product management experience in the digital space.
- Consumer product management experience, with a deep understanding of the technical ecosystems.
- Excellent analytical skills and ability to constantly deep dive and take decisions on the basis of data.
- Experience creating wireframes, workflow diagrams, product features & stories
- Experience driving projects with cross functional colleagues
- Strong business writing, presentation, verbal communication and interpersonal skills, with the ability to translate complex technical concepts to a broad range of audiences.
- Great attention to detail coupled with experience seeing the bigger picture, prioritizing competing needs and providing extreme clarity to your team
- Undergraduate degree in business, engineering, or equivalent relevant experience.
- MBA preferred.
Benefits
- short-term incentives
- multiple health insurance options
- accident and life insurance
- access to best-in-class development platforms
- Flexible Time off
- Medical, Dental and Life Insurance
- Tuition Assistance Program
- Parental Leave
- One day volunteer time off
- $0 Money Transfer Fee Discount Code – Quarterly Recognition Program
- “Game Changers” Employee Discount Program
- Global Adoption Assistance
- Global Scholarship Awards Program
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Claims Support Specialist managing claims adjustments and recoveries at CareMore Health. Auditing paid claims and coordinating benefits with a focus on customer satisfaction.
Service Office Administrator responsible for assisting with day - to - day activities at Boone Brothers Roofing. Managing administrative tasks, invoicing, and supporting the service team for efficiency and satisfaction.
Customer Service Coordinator managing customer inquiries and maintaining sales lead database at PestCo, a growing Pest Control company in the US.
Customer Support Representative supporting pharmacy and member help desk functions at Script Care, Ltd. Responsible for resolution and response to inquiries with a focus on professionalism and customer service.
Customer Service Representative at Gateway Services providing compassionate service to veterinary clinics. Building relationships and managing customer needs in pet aftercare services.
Customer Service Representative managing new accounts and providing customer service at Stockman Bank in Manhattan, MT. Engaging with clients to enhance financial services and sales opportunities.
Customer Service Representative providing essential support to customers at Mygrant Glass. Handling orders, payments, and customer inquiries during regular business hours.
Customer Service Representative managing customer orders and inquiries for Abracon, LLC in Bee Cave, TX. Responsible for resolving discrepancies and maintaining customer satisfaction through effective communication.
Customer Support Specialist supporting Croatian - speaking users in an international team at an iGaming technology provider. Responsibilities include customer communication and problem solving.