Supervisor, Operations

Role Responsibilities  

• Lead and supervise a team.   

• Accountable for ensuring that critical pricing databases regulating key parameters in the WU Money Transfer flow are updated accurately and on time. These databases impact WU, Vigo, OV, products, and pricing-related Point of Sale attributes and consumer prices that directly affect revenue and profit margins.  

• Serve as a primary escalation point and liaison for Global Pricing Implementation issues raised by key internal partners (Finance, Marketing, Pricing, Legal, Field Operations, Systems, Treasury, Settlement, Agent Implementation, Compliance, and Care).  

• Plan and assign work across the team to balance customer impact, service levels, and resource availability. Oversee quality controls and audit readiness (e.g., Sarbanes-Oxley, internal/external audits). 

• Keep and enforce standard operating procedures, and coaches team members through training, monitoring, and feedback to continuously improve service delivery.  

• Also, maintain an expert-level understanding of global point-of-sale database management tools (including Cloud Pricing Engine UI, Promo UI, Tax UI, 1P DB View, Pioneer, etc.) to guide the team and support complex requests such as Fee/FX Spread inquiries, reconciliations, and executive dispute resolution. 

Role Requirements 

• Bachelor’s degree. 

• Proven experience leading, coaching, and developing teams in complex operations. 

• Strong analytical, problem-solving, and third-level investigation skills. 

• Experience with regulatory controls, audit requirements, operational risk management, and remediation. 

• Demonstrated ability to lead cross-functional initiatives and measure and report SLAs and KPIs; Global Pricing, Western Union, and relevant WU product pricing-tool experience preferred. 

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 the 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  

• Pan American Medical and Life insurance  

• Cafeteria Discounts  

Our hybrid work model  

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

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