Hybrid Vice President – Customer Care Technology, Enterprise Solution Architecture

at Western Union

• Job title: Vice President – Customer Care Technology, Enterprise Solution Architecture
• Job type: Full Time
• Experience level: Lead
• Salary: $290,000 - $315,000 per year
• Degree requirement: Bachelor's Degree
• Tech skills: Cloud, Microservices
• Location requirements: Hybrid, Austin, United States

About the role

• VP leading innovative customer care technology and enterprise solutions at Western Union. Overseeing global teams and architecture to enhance financial service accessibility.

Responsibilities

• Own the full technology strategy, roadmap, and delivery for customer care platforms and solutions.
• Implement AI-driven automation, advanced analytics, and modernized workflows to reduce cost-to-serve and elevate customer experience.
• Align customer care technology investments with business objectives, operational outcomes, and global support strategies.
• Establish, grow, and lead the enterprise Solution Architecture practice across Western Union’s global technology landscape.
• Define architectural frameworks, standards, governance models, and reference architectures for all systems supporting money transfer services.
• Oversee a team of architects designing end-to-end solutions across domains including payments, compliance, digital channels, customer care, and internal platforms.
• Ensure architectural scalability, security, performance, and long-term sustainability across all solutions.
• Lead and inspire globally distributed engineering and architecture teams of 100+ professionals.
• Partner closely with the CIO, COO, CEO, and senior leadership to align technology strategy with corporate and operational priorities.
• Serve as a trusted advisor on emerging technology trends, enterprise design patterns, and innovation opportunities.
• Manage global delivery teams and strategic outsourcing partners to ensure execution excellence.
• Drive efficiency, reliability, quality, and scalability across technology programs.

Requirements

• 15+ years of progressive leadership in enterprise technology, engineering, and architecture.
• Proven success leading large global engineering and architecture teams.
• Hands-on software development experience earlier in career, with the ability to engage deeply on technical topics.
• Expertise designing and governing large-scale enterprise or financial/transactional systems.
• Deep knowledge of modern architectures (cloud-native, microservices, API-driven).
• Strong understanding of AI/ML applications, automation technologies, and customer care optimization.
• Familiarity with payments ecosystems, compliance platforms, and high-volume global transaction systems.
• Exceptional ability to collaborate with and influence C-suite and senior executives.
• Strong vendor management, negotiation, and strategic communication skills.
• Demonstrated ability to lead large, diverse, globally distributed teams.

Benefits

• short-term incentives
• multiple health insurance options
• accident and life insurance
• access to best-in-class development platforms
• Family First Program
• Flexible Time off
• Medical, Dental and Life Insurance
• Tuition Assistance Program
• Parental Leave