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 c