Operations Director – Complaint Management

About the role

Lead the global complaint investigations and resolution function for Western Union’s Customer Care, ensuring timely, consistent and customer‑focused handling of escalated complaints. The role reports to senior leadership and serves as the primary point of contact for executive‑level escalations.

Key responsibilities

• Lead global complaint investigations and resolution, overseeing intake, investigation, root cause analysis and resolution of complex customer and agent complaints.
• Establish and maintain processes that meet regulatory, operational and customer experience objectives.
• Serve as primary contact for executive‑level complaint escalations from the Office of the CEO and Executive Leadership Team.
• Provide strategic oversight for written customer postal correspondence and other back‑office support functions, ensuring quality, consistency, compliance and service excellence.
• Collaborate with regional and global leaders across Operations, Compliance, Risk, Product, Technology, Legal and Customer Care to drive improvements.

Required profile

• Bachelor’s degree in Business, Operations, Finance, Customer Experience or related field, or equivalent experience.
• 8–10 years of progressive leadership experience in customer operations, complaint management, investigations, risk management or related functions.
• Strong analytical and critical thinking skills with ability to identify root causes and implement sustainable solutions.
• Proven track record of driving operational performance improvements through data, metrics and process optimization.
• Excellent communication skills and experience leading high‑performing teams in a fast‑paced environment.