Specialist, Operations

Specialist, Operations – Santa Ana, Costa Rica

Would you like to play a key role in contributing to the success of WU Agent Services Department by delivering operational excellence, driving change, and contributing with documentation of processes and procedures? Join Western Union as a Specialist, Operations. 

Western Union powers your pursuit.

We are looking for an operation specialist that serves as a key resource in driving operational excellence and enhancing customer satisfaction through expert analysis, training, and cross-functional collaboration. This role combines subject matter expertise, process improvement, and project leadership to resolve complex issues and improve service delivery.

Role Responsibilities

• Responsible for performing deep root cause analysis to identify and eliminate the underlying issues triggering Customer issues and complaints.  Consistently providing exceptional customer care is a hallmark of the role, with the aim of not only addressing the immediate concern, but more importantly, earning the goodwill and loyalty of each customer in the process. Will have product, process and compliance awareness to handle issues.
• Subject Matter Expert (SME): Serve as the go-to expert for deep-dive analysis and customer journey mapping for escalations and executive complaints. Provide guidance and support to the team on complex issues and best practices.
• Training and Development: Conduct training sessions for analysts, ensuring they are well-equipped with the necessary skills and knowledge to perform their roles effectively. Develop training materials and resources to support ongoing learning and development.
• Standard Work Maintenance: Regularly review and update standard work procedures to ensure they are current and aligned with best practices. Implement changes as needed to improve efficiency and effectiveness.
• Lead and facilitate Problem Solving: Utilize 8 Steps A3 methodology to address and resolve issues impacting our customer's experience. This includes employing tools such as fishbone diagrams and the 5 Whys technique to identify root causes and develop effective solutions. The Specialist will be responsible for documenting the problem-solving process and ensuring that all relevant stakeholders are informed and involved.
• Perform deep process mapping: Create detailed process maps to analyze and improve workflows. This includes using techniques such as swim lane diagrams, SIPOC (Suppliers, Inputs, Process, Outputs, Customers) analysis, and spaghetti diagrams to visualize processes and identify areas for improvement. Ensure that these maps are comprehensive and accurately reflect the current state of operations, providing a clear path for process optimization.
• Identify and outline key opportunities and action items: Ability to identify and define action items across various departments including Operations, Product, Compliance, and Technology. This involves conducting comprehensive analyses and ensuring that all relevant aspects are considered. Responsible for creating detailed agreements that include due dates and next steps, ensuring that all stakeholders are aligned and are properly reported to Sr Leadership.
• Lead key project initiatives targeting customer experience improvement: Take charge of projects aimed at enhancing customer experience by utilizing strong project management skills. This includes defining project milestones, outlining next steps, identifying potential roadblocks, and ensuring timely completion of tasks. Be responsible for coordinating with various departments, tracking progress, and making adjustments as needed to achieve project goals.

Role Requirements

• Bachelor's degree or equivalent
• Lean Six Sigma Certification is a plus
• Data analysis
• Experience in Speech to Text Analytics and Voice of the customer techniques
• Proven track record of leading strategic initiatives to reduce customer complaints and escalation rates, while delivering comprehensive Root Cause Analysis (RCA) for executive-level escalations.
• You have an investigative and fair approach and the ability to resolve problems in and methodical and timely fashion.

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:

01-21-2026

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.