Vice President, Customer Care Technology & Enterprise Solution Architecture

Western Union • Austin, TX

3d • $290,000 - $315,000 • Hybrid

About The Position

Western Union powers your pursuit. As the VP of Customer Care Technology & Enterprise Solutions Architecture, you will lead two mission‑critical domains for Western Union: the modernization and innovation of customer care technology, and the creation and governance of a cohesive enterprise architecture that supports our global money movement ecosystem. You will drive cross‑functional alignment, build scalable and secure technology foundations, and elevate engineering excellence across global teams.

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.
• Bachelor’s degree in Computer Science, Engineering, or related field required; Master’s preferred.

Responsibilities

• Customer Care Technology Leadership 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.
• Enterprise Solution Architecture 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.
• Leadership & Collaboration 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.
• Promote a culture of collaboration, engineering excellence, architectural rigor, and continuous improvement.
• Global Delivery & Vendor Management Manage global delivery teams and strategic outsourcing partners to ensure execution excellence.
• Drive efficiency, reliability, quality, and scalability across technology programs.
• Oversee vendor selection, contract negotiations, performance management, and value delivery.

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/ ).
• Family First Program
• Flexible Time off
• Medical, Dental and Life Insurance
• Tuition Assistance Program
• Parental Leave

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Number of Employees: 5,001-10,000 employees