Director, Digital General Manager, US (US to Latin America & Caribbean)

Western Union is seeking a highly strategic, commercially driven Director, General Manager – US to lead the US to Latin America & Caribbean (LACA) digital remittance business. This role is the end-to-end business owner for a strategically important portfolio, accountable for setting corridor strategy and delivering sustainable customer, transaction, revenue, profitability, and market-share growth.

The Director will define the US-LACA corridor strategy and translate enterprise priorities into a 6–12 month operating agenda, making complex business decisions with significant financial, customer, and cross-functional impact. The role will align senior leaders across Marketing, Product, Pricing, Payments, Risk, Compliance, Analytics, Customer Care, Finance, and Operations; shape investment and resource priorities; and embed customer centricity across the value chain.

Operating as a senior commercial leader and trusted advisor, this individual will combine general management breadth with deep expertise in digital growth, cross-border payments, and US-LACA customer segments. The successful candidate will lead through influence, build high-performing teams and leadership capability, challenge the status quo, and create clear accountability for results. Familiarity with Latin America and Caribbean markets and bilingual English/Spanish proficiency are highly preferred.

Role Responsibilities

Business Ownership & Growth Strategy

• Serve as General Manager for the US-LACA digital remittance portfolio, with accountability for customer growth, transactions, revenue, profitability, market share, customer experience, and execution of the business plan.
• Set the corridor strategy and translate enterprise priorities into annual operating plans, 6–12 month roadmaps, quarterly priorities, investment choices, and measurable outcomes.
• Identify and size growth opportunities using customer insight, competitive intelligence, market dynamics, regulatory considerations, and performance analytics.
• Make independent decisions on complex and strategic portfolio challenges, including investment prioritization, go-to-market trade-offs, pricing recommendations, customer experience interventions, and corrective actions, while balancing growth, customer value, risk, compliance, and long-term economics.
• Represent the portfolio in executive planning and business reviews, clearly articulating performance, trade-offs, risks, opportunities, and recommended actions.

Customer Acquisition & Lifecycle Management

• Own the integrated growth agenda across acquisition, activation, engagement, retention, win-back, referrals, and customer lifetime value.
• Direct portfolio-level go-to-market strategies across performance marketing, partnerships, promotions, CRM, segmentation, and personalization.
• Embed customer centricity in portfolio strategy, product priorities, operating plans, and investment decisions; remove barriers across the customer journey.
• Build a differentiated value proposition for priority US-LACA customer segments and ensure execution reflects evolving customer needs and market conditions.
• Sponsor disciplined testing and learning to improve conversion, transaction frequency, retention, loyalty, and profitable growth.

Cross-Functional Leadership

• Align multiple teams and senior leaders across Product, Marketing, Pricing, Payments, Risk, Compliance, Analytics, Customer Care, Finance, and Operations around shared outcomes.
• Influence sub-function, functional, and enterprise decisions without relying on direct authority; establish clear governance, decision rights, and accountability.
• Shape product roadmaps, channel priorities, commercial investments, and capability plans based on portfolio strategy and customer value.
• Lead executive business reviews and strategic planning discussions, escalating material issues with clear options and recommendations.
• Build productive relationships with strategic partners and external stakeholders to strengthen distribution, customer value, and competitive advantage.

Commercial & Financial Management

• Own portfolio performance against customer, transaction, revenue, margin, profitability, and market-share commitments.
• Partner with Finance and Pricing to develop forecasts, business cases, investment scenarios, promotional strategies, and elasticity-based growth plans.
• Allocate and steward resources across the portfolio, shifting investment toward the highest-value opportunities while maintaining appropriate controls.
• Evaluate initiative economics, strategic trade-offs, and downstream impacts; set corrective actions when performance is off plan.
• Lead sub-function planning and influence policy, governance, resource allocation, and budget decisions with a thorough understanding of the business, the competitive environment, and the company’s value delivery chain.

Performance Analytics & Optimization

• Establish an integrated performance-management framework spanning acquisition, activation, engagement, retention, customer experience, transactions, revenue, margin, and profitability.
• Use advanced analytics, experimentation, and market intelligence to diagnose performance, identify root causes, and prioritize interventions.
• Set operating cadences and decision forums that enable timely action, transparent accountability, and continuous improvement.
• Translate complex data into concise executive insights, strategic choices, and clear actions for senior leadership.
• Ensure portfolio knowledge, market insights, and repeatable practices are documented and shared across relevant teams.

Leadership Expectations

• Lead as an enterprise-minded business owner who sets direction, makes timely decisions amid ambiguity, and creates accountability for outcomes.
• Build high-performing managers and professionals through clear expectations, delegation, coaching, feedback, and development opportunities. Hold people leaders accountable for performance and talent development, identify successors for critical responsibilities, and build a diverse pipeline of ready-now and ready-later talent.
• Create a culture of empowerment, inclusion, innovation, intelligent risk-taking, and disciplined execution.
• Challenge the status quo thoughtfully, break down silos, and lead multiple teams, leaders, and concurrent strategic initiatives around a shared customer and commercial agenda.
• Serve as a visible role model for Western Union’s culture, values, and behaviors while representing the company positively with internal and external stakeholders.
• Apply deep market and commercial expertise as a trusted advisor to executives and as a mentor to leaders across the organization.

Minimum Qualifications

• Bachelor’s degree in Business, Economics, Marketing, Finance, Engineering, or a related field.
• 12+ years of progressive experience in general management, growth strategy, digital business, product marketing, payments, fintech, e-commerce, consulting, or related commercial leadership roles, including significant experience leading managers or senior professionals and delivering results through multiple cross-functional teams.
• Demonstrated success owning a material business, portfolio, category, region, or P&L and delivering sustained customer, revenue, margin, and profitability growth against defined financial commitments.
• Experience setting strategy and leading execution across multiple functions, teams, and senior stakeholder groups in a complex, matrixed organization.
• Strong financial and commercial acumen, including forecasting, investment prioritization, pricing, business-case development, and performance management.
• Advanced analytical judgment with the ability to synthesize customer, market, operational, and financial data into decisive action.
• Exceptional executive communication, influence, negotiation, and stakeholder-management capabilities.
• Demonstrated ability to coach and develop leaders, build talent depth, and create accountability across teams.

Preferred Qualifications

• MBA or other advanced business degree.
• Experience in digital payments, remittance, fintech, financial services, or consumer technology businesses.
• Deep understanding of Latin America and Caribbean markets, customer segments, competitive dynamics, and cross-border money movement.
• Experience leading a significant regional or corridor-based P&L and shaping product, pricing, marketing, and partnership strategies.
• Proficiency in Spanish; bilingual English/Spanish strongly preferred.
• Experience working across global markets and navigating regulated, matrixed environments.

Critical Success Metrics

The Director, General Manager – US will be measured on:

• New customer acquisition and activation growth
• Transaction and active-customer growth
• Achievement of portfolio revenue, margin, profitability, and budget commitments
• Customer retention, repeat rate, and lifetime value expansion
• Market-share growth across priority US-LACA corridors
• Customer experience and journey improvement
• Return on commercial and promotional investment
• Delivery of strategic roadmaps and cross-functional initiatives
• Quality and pace of executive decision-making
• Team performance, leadership capability, successor readiness, talent-pipeline depth, and engagement

Workplace Option

HYBRID - 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 United States specific benefits include:

• Paid Time Off
• Medical, Dental and Life Insurance
• Tuition Assistance Program
• Student Loan Repayment (below manager level only)
• Parental Leave
• One day volunteer time off
• $0 Money Transfer Fee Discount Code – Quarterly
• Recognition Program “Game Changers”
• Employee Discount Program
• Global Adoption Assistance
• Global Scholarship Awards Program
• 401K plan

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.

Salary

The on-target earnings range is $260,000-$280,000 per year, which includes a base salary and short-term and long-term incentives that align with individual and company performance. Actual salaries will vary based on candidates’ qualifications, skills, and competencies.

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.

Estimated Job Posting End Date:

10-05-2026

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.

About Us

At Western Union, we’re more than a trusted name in global payments. We’re moving beyond remittances, beyond cash, and beyond the expectations of our customers.

Our talented teams enable us to transform into a digital-first company, built on the strength of our retail foundation and powered by next-generation payments. All this with the goal of helping people prosper.

Our customers inspire us to push boundaries and create services that make life easier and communities stronger. Wherever you are in the world, we’re committed to shaping the next generation of financial experiences.

Join us as we go beyond and be part of a team that’s redefining what’s possible.