Senior Manager, Operations - Change Management

Senior Manager, Operations - Change Management – Santa Ana, Costa Rica.

Do you want to help train specialist teams that play a key role in tackling money laundering and other financial crimes? Are you enthused by working collaboratively at international level and across all levels of seniority? Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive? Then join Western Union as a Senior Manager, Operations - Change Management.

Western Union powers your pursuit.

We’re seeking a Senior Operations Manager, based in our Costa Rica office. In this role, you will be responsible for defining a holistic plan for strategic efforts that support the business strategy for the company and specific regional teams. This role ensures the execution, monitoring, and control of change management initiatives, confirming and reporting the status, health, and progress of deliverables expected from each workstream or project within the assigned change management programs.

Role Responsibilities

• Execute structured planning, monitoring of deliverables, problem resolution, status reporting, and detailed risk management at a change management program level (various products and services running in parallel).
• Ensure proper tracking of efforts, milestones, tasks, and timelines within the assigned change management plan, escalating issues to the right stakeholders when they impact or risk the health of initiatives and the achievement of the supported strategy.
• Perform duties and make recommendations under limited supervision, applying a broad knowledge of principles, practices, and procedures in change management and operations.
• Ensure execution of the change management program within standardized processes and materials used to monitor, control, and report status over the progress of the programs.
• Manage day-to-day performance across active stakeholders, departments, and processes represented in any assigned change management program.
• Identify and help solve operational processes or efforts that must be included in the execution and monitoring of assigned change management programs.
• Ensure the resolution and execution of assigned efforts are in accordance with business requirements (compliance, regulations, information security, security, resources, customer and agent support processes, configurations in the field, technology reality, and dependencies).
• Develop and implement change management strategies and plans that maximize employee adoption and usage while minimizing resistance.
• Conduct impact analyses, assess change readiness, and identify key stakeholders.
• Support communication efforts, including the design, development, delivery, and management of communications.
• Provide input, document requirements, and support the design and delivery of training programs.

Role Requirements

• Degree in Project Management, Industrial Engineering, Business Administration, or similar career fields.
• 7+ years of experience in operations, process improvement or change management with a clear understanding of the lean framework.
• 4+ years of experience in business or sales operations fields.
• Fluent in English and proficient with project tools.
• Excellent negotiation skills.
• Strategic thinking and planning skills to improve productivity.
• Excellent communication and presentation skills to senior management levels as well as team members in program execution.
• Multicultural experience is important to succeed and connect with geographically distributed teams.
• Project Management Certification, Scale Agile, Scrum, or related training is a plus.
• Proficiency in Jira and Confluence tools is a plus.

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/.

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(https://careers.westernunion.com/global-benefits/). 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 Costa Rica- specific benefits include:

• Asociación Solidarista
• In-house company doctor services
• Transportation services options
• Referral Program award
• Employee Resource Groups (ERG) and committees to volunteer with
• Pan American Medical and Life insurance
• Cafeteria Discounts

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 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. 

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 for applicants, including those with disabilities, during the recruitment process, following applicable laws.

#LI-GV1 #LI-Hybrid

Estimated Job Posting End Date:

04-19-2025

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.