Escalations and Operations Coordinator

Role Responsibilities
We are looking for someone who would be part of the Digital Review Team as a Escalations and Operations Coordinator responsible for analyzing the performance of various products to improve the money transfer service and operational service level agreements

• Oversee and lead daily floor operations for a team of approximately 50 employees, ensuring consistent achievement of productivity, quality, and safety standards. Actively monitor Service Level Agreements (SLAs) and ensure operational targets are met or exceeded.
• Provide real-time floor support, acting as a visible and accessible leader. Foster a positive and collaborative work environment by addressing operational challenges, guiding team members, and promoting accountability.
• Utilize data-driven decision-making to identify trends, resolve issues, and optimize performance. Leverage reporting tools and analytics to monitor key performance indicators (KPIs), proactively address gaps, and drive continuous improvement.
• Serve as a role model and coach, demonstrating strong leadership and people skills. Mentor team members, support career development, and cultivate a culture of excellence, respect, and inclusion.
• Act as a subject matter expert in customer service and operational processes. Handle customer escalations both online and offline, ensuring timely and effective resolution that aligns with business goals and customer satisfaction.
• Ensure all operational tools and systems are functioning properly. Proactively identify technical issues and coordinate with IT teams or external vendors to escalate and resolve problems promptly, minimizing impact on service delivery.
• Drive operational innovation and efficiency, identifying opportunities for process improvement and digital transformation. Collaborate cross-functionally to implement tools, workflows, and enhancements that improve service delivery and employee experience.
• Conduct root cause analysis and leads to continuous improvement initiatives using methodologies such as Lean or Six Sigma. Recommend and implement best practices to optimize resource utilization, reduce costs, and enhance overall performance.
• Support training and development efforts, ensuring team members are equipped with the skills and knowledge needed to succeed. Facilitate onboarding, upskilling, and leadership development programs.

Role Requirements:

• Bachelor's degree or currently pursuing a degree in Business Administration, Industrial Engineering, or a related field.
• Previous experience in escalations handling, preferably in a Tier 2 or similar role, where balanced decision-making between business needs and customer or employee impact was essential.
• Strong operational knowledge is required, including familiarity with service delivery, performance metrics, and process optimization in a fast-paced environment.
• Certifications or demonstrated knowledge in process improvement methodologies, such as Lean Six Sigma (Green Belt), Scrum Master, or Design Thinking, are highly desirable.
• People management skills, as you will be responsible for the personal and professional development of a team of approximately 50 employees. Ability to lead by example and foster a positive, high-performance culture.
• Fluency in English, with outstanding verbal, written, and listening skills (Level B2+ minimum, C1 ideal).
• Proficiency in MS Office, especially Excel and Power BI, with the ability to generate, analyze, and interpret datasets and reports to support decision-making.
• Strong analytical abilities, critical thinking, and a problem-solving mindset, with keen attention to detail. Ability to thrive in a highly structured, deadline-driven environment.
• Self-motivated and results-driven, with the ability to work independently, take ownership of tasks, and follow through to resolution. Confidence in making instinctual and logical decisions with minimal supervision.
• Customer service orientation, with a commitment to delivering high-quality support and solutions, especially in escalated or complex situations.
• Must have flexibility schedule flexibility and willing to work on weekends.

Work Shift
Western Union values in-person collaboration, problem solving, and ideation whenever possible. We believe this fosters common ways of working and supports how we execute initiatives for our customers. The expectation is to work from the office a minimum of three days a week.

BENEFITS AND OTHER DETAILS

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. Please see the benefits below specific to your country. If applicable, additional role-specific benefits will be mentioned 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

For residents of Colorado, California, Connecticut, Delaware, Minnesota, and Pennsylvania: Please do not respond to any questions on this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information.

Other Details
As part of the application process, all applicants are required to take assessments. Western Union has partnered with a 3rd party provider to administer these tests. Applicants will need to provide their name and email address in order to process the assessments. If you have any questions, you may reach out to careers@westernunion.com.

We are passionate about honoring our employee's identity and fostering a feeling of belonging. 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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Estimated Job Posting End Date:

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.