Partner Service Manager based in Austin or Miami

Partner Service Manager based in Austin or Miami life insurance, parental leave, paid time off, 401(k) United States, Texas, Austin Aug 11, 2026 The Partner Service Manageris responsible fordriving operational excellence through technology innovation and performance optimization across merchant partnerships. This role shifts the traditional support model into a proactive, data-driven function focused on improving merchant productivity, accelerating adoption of platform capabilities, and delivering scalable technology enhancements. The role acts as a strategic bridge between merchants, operations, and product/technology teams-ensuring tools, processes, and insights are aligned to maximize merchant growth, engagement, and efficiency.

IMPORTANT NOTE:

Candidates mustbe authorized towork in the United States on a full-time basis; visa sponsorship is not available for this role. This position requires candidates to be based in Austin or Miami, or willing torelocateto one of these locations, with an expectation to work from the office at least three days per week. Please note that relocationassistanceis not provided. Role Responsibilities 1. Merchant Productivity & Performance Optimization Own and drive merchant productivity metrics, including transaction volume, engagement, and activation rates Identifyunderperforming or dormant locations; design and execute reactivation strategies Analyze performance trends to uncover opportunities for revenue growth and operational efficiency Partner with merchant stakeholders to implement productivity improvement plans and best practices 2. Technology Enablement & Enhancement Serve as the primary operations liaison to product and engineering teams Identifyopportunities to enhance merchant-facing tools, integrations, and workflows Translate merchant and operational needs into actionable product requirements Champion adoption ofnew technologyfeatures and ensure successful rollout across merchant base Continuously evaluate and improve internal tools to streamline support and operations 3. Data-Driven Insights & Strategy Develop dashboards and reporting to monitor merchant performance and operational health Leverage data to prioritize enhancements, optimizeprocesses, and inform decision-making Define KPIs that align technology investments with merchant productivity outcomes Conduct root cause analysis on performance gaps and operational issues 4. Operational Excellence & Process Improvement Redesign workflows to reduce friction in merchant onboarding, support, and maintenance Automate and scale manual processes where possible Standardize best practices across regions and merchant segments Ensure consistent, high-quality execution across all merchant touchpoints 5. Stakeholder Collaboration Act as a trusted advisor to merchant partners on technology utilization and growth strategies Collaborate cross-functionally with Product, Engineering, Customer Support, and Sales Communicate priorities, progress, and outcomes to senior leadership Influence roadmap decisions through operational insights and merchant feedback 6. Transition from Reactive Support to Proactive Enablement Shift focus from handling day-to-day support requests to preventing issues through better tools and processes Build self-service capabilities for merchants and internal teams Use insights toanticipateneeds and proactively deliver solutions 7. Success Metrics (Example KPIs) Increase in merchant transaction volume / productivity Reduction in dormant or underperforming locations Adoption rate of new technology features Decrease in support-related escalations through self-service or automation Time-to-resolution improvements driven by system enhancements Measurable ROI from implemented technology improvements Role Requirements Must-Have 5-7+ years of experience in operations, merchant services, product operations, or similar customer-focused roles Strong analytical and problem-solving skills witha track recordof improving performance through data and process optimization Experience working with digital platforms or integrations (e.g., CRM, POS, APIs, merchant systems) Ability to translate business needs into technical requirements Experience with performance metrics, dashboards, and reporting tools Excellent stakeholder management and communication skills Process-driven mindset with a focus on continuous improvement Nice-to-Have Bachelor's degree in a relevant field (e.g., Computer Science, Engineering, Business) Experience in fintech, payments, marketplaces, or merchant ecosystems Exposure to product lifecycle or agile environments We make financial services accessible to humans everywhere. Join us forwhat'snext. WesternUnion is positioned to become the world's most accessible financial services company - transforming lives and communities.We'rea 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'llhave plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. Ifyou'reready to help drive the future of financial services,it'stime forWesternUnion. Learn more about our purpose and people at Salary The base salary range is $103,000.00 - $135,000.00 peryear,total on target compensation includes a base salary plus annual incentives that align with individual and company performance. Actual salaries will vary based on candidates' qualifications, skills, and competencies. 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 below benefits specific to your location and note that your recruiter may shareadditionalrole-specific benefits during your interview process or in an offer of employment process or in an offer of employment. Your US specific benefits include: Paid Time off Medical, Dental and Life Insurance Parental Leave Global Adoption Assistance 401K plan Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the #J-18808-Ljbffr Western Union