Manager, Ecosystem Product Strategy & Operations

📍 Job Overview

Job Title: Manager, Ecosystem Product Strategy & Operations
Company: Western Union
Location: Hong Kong, China; Beijing, China; Tokyo, Japan
Job Type: Full-Time
Category: Revenue Operations, Product Operations, GTM Operations
Date Posted: 2025-10-30
Experience Level: 5-10 Years
Remote Status: On-site

🚀 Role Summary

• Drive the strategic development and operational execution of Western Union's ecosystem strategy in Australia, with potential for broader Asia Pacific market involvement.
• Own the end-to-end product lifecycle for new offerings beyond remittances, ensuring seamless integration into the existing financial services ecosystem.
• Facilitate the design, build, and launch of new user experiences, defining business requirements and coordinating with cross-functional teams.
• Manage and optimize operational processes and systems to support new product offerings and enhance customer lifecycle management.
• Collaborate with digital and ecosystem partners/suppliers to negotiate and manage critical relationships, ensuring commercial viability and strategic alignment.

📝 Enhancement Note: This role sits at the intersection of Product Strategy and Operations, requiring a strong understanding of Go-To-Market (GTM) execution, operational efficiency, and strategic product development within the financial services and FinTech space. The emphasis on "ecosystem" suggests a focus on building integrated product suites that extend beyond core remittance services.

📈 Primary Responsibilities

• Coordinate the development of customer value propositions, including pricing strategies and operational servicing parameters for new features and functionalities.
• Define and meticulously document product requirements, features, and functionalities through the ownership and development of Jobs-To-Be-Done (JTBD), User Journeys, Business Requirements Documents (BRDs), and Product Requirements Documents (PRDs).
• Draft comprehensive business requirements and workflows, prioritize roadmap features, author Epics and user stories, and define acceptance criteria, ensuring close collaboration with regional teams for accurate feature delivery.
• Support the negotiation and management of digital and ecosystem partners/suppliers, including the execution of large, complex, multi-year critical supplier relationship deals, ensuring commercial alignment for both parties.
• Assist in initiating work streams with internal legal, compliance, and regulatory teams to secure necessary licenses for new product offerings.
• Spearhead optimization initiatives with operational teams, overseeing the design and implementation of robust processes and systems to effectively service customers for these new products.
• Project manage new build and feature initiatives within a multi-stakeholder environment, ensuring timely and efficient delivery.
• Collaborate closely with the entire compliance and risk management organization to ensure products are configured with appropriate compliance and risk management settings to operate within defined tolerances.
• Proactively identify and resolve payment, compliance, legal, and operational challenges that arise during product development and launch.
• Develop substantive progress reports for management during the build phase and collaborate with marketing on customer acquisition strategies and go-to-market plans.
• Assess new opportunities by identifying Return on Investment (ROI), defining key performance indicators (KPIs), and partnering with the analytics team to measure success and product effectiveness.
• Conduct rigorous testing of mobile and web customer platforms to identify key issues and opportunities for improving customer experience and ensuring regulatory compliance.
• Continuously implement and enhance analytics infrastructure to track, monitor, optimize, innovate, and report on acquisition and conversion metrics.

📝 Enhancement Note: The responsibilities highlight a strong emphasis on GTM strategy, product management operations, and cross-functional collaboration. The role requires a blend of strategic thinking, detailed documentation, and hands-on project management to bring new financial products to market.

🎓 Skills & Qualifications

Education: Bachelor's degree in Business, Finance, Marketing, Operations, or a related field. A Master's degree or relevant certifications (e.g., PMP, CSPO) would be advantageous.
Experience: Minimum of 5 years of progressive experience in domestic and international payments, gained within banks, financial services organizations, specialist payment companies, digital wallets, or payment schemes. Proven experience in product launch, operations management, card schemes, risk, and compliance management is essential.

Required Skills:

• Payments Expertise: In-depth knowledge of domestic and international payment systems, regulations, and market dynamics.
• Product Launch & Operations: Demonstrated success in launching new products and managing their ongoing operational lifecycle.
• Digital Ecosystem Management: Advanced skills in identifying, negotiating with, and managing digital ecosystem partners across payments, cards, e-marketplaces, KYC, cross-border transactions, and infrastructure.
• Business Requirements Documentation: Proficiency in defining and documenting product requirements, user journeys, BRDs, and PRDs.
• Project Management: Strong ability to manage complex projects with multiple stakeholders, ensuring on-time and on-budget delivery.
• Risk & Compliance: Solid understanding of risk management principles and compliance frameworks within the financial services industry.
• Stakeholder Management: Excellent ability to collaborate seamlessly with matrix teams, vendors, and global stakeholders across various functions (legal, compliance, marketing, analytics, operations).
• Analytical & Problem-Solving Skills: Strong numerical analysis capabilities, with a data-driven approach to problem-solving and performance measurement.
• Communication Skills: Exceptional business writing and verbal communication skills, adept at presenting to diverse audiences.

Preferred Skills:

• Experience supporting the build and launch of consumer applications on both web and mobile platforms.
• Basic understanding of systems development, including API integrations, workflow design, and implementation best practices.
• Experience developing basic wireframes and user journey flows.
• Demonstrated ability to manage product features and release roadmaps across multiple markets.
• Experience in FinTech or financial services working on digital wallets, transactional banking, payments, or remittances.

📝 Enhancement Note: The requirements emphasize a blend of strategic product thinking and operational execution. "Digital Ecosystem" management is a key differentiator, suggesting a need for candidates who can build and nurture partnerships within the broader financial technology landscape. The mention of "5 years’ experience" indicates a mid-to-senior level role.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Product Launch Case Studies: Showcase successful new product or feature launches, detailing the strategy, requirements definition, operational setup, and market impact.
• Process Optimization Examples: Present examples of how you have designed, documented, and improved operational processes and systems to enhance efficiency, customer experience, or compliance.
• Partner Management Documentation: Illustrate experience in negotiating and managing key supplier or partner relationships, including contract elements and performance metrics.
• Metrics & ROI Demonstrations: Include examples of how you defined KPIs, set up tracking, and measured the ROI or business impact of new initiatives.

Process Documentation:

• Workflow Design & Optimization: Demonstrate your ability to create clear, detailed workflows for new products and services, identifying opportunities for automation and efficiency.
• Requirements Gathering & BRD/PRD Creation: Provide samples of well-structured BRDs/PRDs that clearly articulate business needs, user stories, and acceptance criteria for development teams.
• Performance Measurement Frameworks: Showcase experience in developing frameworks for tracking product performance, customer acquisition, and conversion metrics using analytics tools.

📝 Enhancement Note: A strong portfolio demonstrating end-to-end product lifecycle management, operational process design, and data-driven performance analysis will be crucial for this role. Candidates should be prepared to articulate their contributions with specific examples and quantifiable results.

💵 Compensation & Benefits

Salary Range: Given the location (Hong Kong, Beijing, Tokyo) and the experience level (5-10 years), a competitive salary range for a Manager, Ecosystem Product Strategy & Operations in Financial Services/FinTech would typically fall between HKD 500,000 - HKD 800,000 annually in Hong Kong; CNY 350,000 - CNY 600,000 annually in Beijing; and JPY 7,000,000 - JPY 11,000,000 annually in Tokyo. These estimates are based on industry benchmarks for similar roles in major Asian financial hubs, considering the demands of product strategy, operations management, and partner negotiation in a global organization like Western Union.

Benefits:

• Short-Term Incentives: Potential for performance-based bonuses and incentives.
• Insurance: Access to accident and life insurance.
• Development Platforms: Access to best-in-class professional development and learning platforms.
• Paid Time Offs: Generous vacation and leave policies.
• Employee Assistance Programs (EAP): Confidential support services for personal and professional challenges.
• Global Recognition and Rewards Programs: Opportunities for recognition and rewards for exceptional performance.
• Employee Wellness: Programs and initiatives focused on employee health and well-being.
• Location-Specific Benefits: Additional benefits may be shared by the recruiter based on the specific location and local offerings.

Working Hours: Generally, a full-time role at Western Union would align with standard business hours, approximately 40 hours per week. However, given the nature of product launches and international operations, flexibility may be required to accommodate global team collaboration and critical project deadlines.

📝 Enhancement Note: Salary ranges are estimates for the specified regions and experience level. Actual compensation will depend on the candidate's specific qualifications, experience, and the final negotiation. The benefits package is comprehensive, aiming to support employee well-being and professional growth.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services, FinTech, Money Transfer, Remittances. Western Union operates within a highly regulated and competitive global financial landscape, driving a culture of innovation, compliance, and customer-centricity. Company Size: Large (8,000+ employees globally), indicating a well-established corporate structure with diverse opportunities and resources. This size also means established operational processes and potential for cross-functional collaboration across numerous business units. Founded: 1851, signifying a long history and deep expertise in financial services, with a strong legacy in money transfer and a continuous evolution towards digital solutions.

Team Structure:

• Reporting: The role reports to the Senior Manager - Digital and Ecosystem, Asia Pacific, suggesting a hierarchical structure within the regional digital and ecosystem development team.
• Collaboration: The role requires extensive collaboration with internal legal, compliance, risk management, marketing, analytics, and operational teams, as well as external digital and ecosystem partners/suppliers.
• Focus: The team is focused on expanding Western Union's financial services beyond traditional remittances by developing and launching new products within a digital ecosystem.

Methodology:

• Data-Driven Insights: Emphasis on using data analysis to understand customer needs, measure product effectiveness, and drive decision-making.
• Agile/Iterative Development: Implied through responsibilities like prioritizing roadmap features, authoring user stories, and managing build phases, suggesting an iterative approach to product development and launch.
• Partnership Management: A core methodology involving the identification, negotiation, and ongoing management of strategic partnerships to expand service offerings and market reach.

Company Website: https://careers.westernunion.com/

📝 Enhancement Note: Western Union's long history combined with its push into FinTech positions it as a company that values both stability and innovation. The "ecosystem" strategy points towards a forward-thinking approach to customer financial needs, requiring a team that can navigate complex partnerships and operational challenges.

📈 Career & Growth Analysis

Operations Career Level: This role is at a Managerial level, requiring significant autonomy and responsibility for product strategy execution and operational oversight. It's a critical mid-to-senior position within the product and operations function, bridging strategic planning with tactical implementation. Reporting Structure: Reporting to a Senior Manager within the Asia Pacific Digital and Ecosystem team, this position offers exposure to regional leadership and strategic initiatives. The role will likely involve managing projects and potentially guiding junior team members or cross-functional project teams. Operations Impact: The role has a direct impact on Western Union's revenue growth and market expansion by developing and launching new financial products that meet evolving customer needs. Success in this role contributes to increasing customer lifetime value, diversifying revenue streams, and strengthening Western Union's competitive position in the FinTech landscape.

Growth Opportunities:

• Specialization: Deepen expertise in specific product verticals (e.g., digital wallets, cross-border payments, consumer lending) or operational areas (e.g., partner integration, regulatory compliance).
• Leadership Progression: Potential to advance to Senior Manager or Director roles within Product Management, Operations, or Digital Strategy, leading larger teams and more complex initiatives.
• Cross-Functional Mobility: Opportunities to move into related areas such as Business Development, Strategy, or Global Product Management.
• Skill Development: Continuous learning through managing complex product launches, negotiating with global partners, and working with diverse regulatory environments.

📝 Enhancement Note: This role offers a clear path for career advancement within a global financial services organization, particularly for individuals passionate about product innovation and operational excellence in emerging markets. The focus on "ecosystem" development suggests opportunities to shape the future of financial services at Western Union.

🌐 Work Environment

Office Type: On-site roles in Hong Kong, Beijing, and Tokyo, indicating a preference for in-person collaboration and engagement within established office environments. This supports team cohesion, direct mentorship, and focused work sessions. Office Location(s):

• Hong Kong: Leigton Center, a prime business district offering excellent connectivity and access to a vibrant commercial hub.
• Beijing, China: Specific office location to be confirmed, but likely situated in a key business area within the capital.
• Tokyo, Japan: Specific office location to be confirmed, expected to be in a major business district.

Workspace Context:

• Collaborative Environment: The role necessitates close interaction with a wide array of internal teams (legal, compliance, marketing, analytics, operations) and external partners, fostering a dynamic and collaborative workspace.
• Tools & Technology: Access to Western Union's standard suite of business and productivity tools, likely including project management software, CRM systems, communication platforms, and analytics tools.
• Team Interaction: Opportunities for regular team meetings, project reviews, and informal knowledge-sharing sessions with colleagues in the Asia Pacific region and potentially globally.

Work Schedule: Standard full-time hours (approx. 40 hours/week), with the understanding that project demands, especially during launch phases or when dealing with multiple time zones, may require flexibility. This flexibility is crucial for effective cross-border operations management and stakeholder engagement.

📝 Enhancement Note: The on-site requirement suggests a company culture that values face-to-face interaction and team synergy. The strategic locations in major Asian financial centers provide access to talent and business opportunities, while the office environments are expected to be professional and conducive to collaborative work.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or recruiter review of application and resume for alignment with core requirements.
• Hiring Manager Interview: Discussion focused on experience, role fit, and understanding of product strategy and operations within financial services.
• Technical/Case Study Interview: Assessment of problem-solving skills, strategic thinking, and operational planning capabilities. This may involve a presentation of a past project or a hypothetical scenario.
• Cross-Functional Interviews: Meetings with key stakeholders from Legal, Compliance, Marketing, or Operations to assess collaboration style and ability to navigate complex organizational structures.
• Final Interview: Potentially with senior leadership to discuss strategic vision and overall cultural fit.

Portfolio Review Tips:

• Highlight Product Launches: Clearly articulate your role, responsibilities, and quantifiable outcomes from past product launches, emphasizing the "ecosystem" aspect where applicable.
• Showcase Process Improvement: Provide specific examples of how you've documented, optimized, and implemented operational processes to support new products or enhance efficiency. Use flowcharts or diagrams if possible.
• Demonstrate Partner Management: Detail your experience in identifying, negotiating with, and managing strategic partnerships, including key challenges and successful resolutions.
• Quantify Impact: For each project or initiative, present clear metrics on ROI, customer acquisition, conversion rates, efficiency gains, or compliance improvements.
• Tailor to WU: Research Western Union's current strategies, recent product announcements, and market position to tailor your examples and demonstrate a clear understanding of their business.

Challenge Preparation:

• Scenario-Based Questions: Be prepared for questions asking how you would approach a specific product launch challenge, partner negotiation, or operational roadblock within the FinTech payments space.
• Process Design: Practice outlining the steps involved in launching a new financial product, from ideation and requirements gathering to launch and post-launch analysis.
• Stakeholder Alignment: Prepare to discuss how you would gain buy-in and manage expectations from diverse stakeholders with competing priorities.
• Regulatory Awareness: Be ready to discuss your understanding of compliance and regulatory considerations in financial product development, particularly in the Asia Pacific region.

📝 Enhancement Note: The interview process is designed to assess a candidate's comprehensive skill set, from strategic product thinking and operational execution to stakeholder management and regulatory awareness. A well-curated portfolio that demonstrates tangible results and a deep understanding of the financial services ecosystem will be critical.

🛠 Tools & Technology Stack

Primary Tools:

• Project Management Software: Tools like Jira, Asana, Trello, or Microsoft Project for tracking roadmap features, user stories, and project timelines.
• Collaboration Platforms: Microsoft Teams, Slack, or similar for cross-functional communication and team coordination.
• Documentation Tools: Confluence, Google Workspace (Docs, Sheets, Slides), or Microsoft Office Suite for BRDs, PRDs, user journeys, and reporting.
• CRM Systems: Familiarity with CRM platforms like Salesforce or similar, used for customer lifecycle management and partner tracking.

Analytics & Reporting:

• Analytics Platforms: Experience with web and mobile analytics tools such as Google Analytics, Adobe Analytics, or Amplitude for tracking acquisition and conversion metrics.
• Business Intelligence (BI) Tools: Proficiency in tools like Tableau, Power BI, or Looker for data visualization, dashboard creation, and performance reporting.
• Data Analysis Tools: SQL for data querying and analysis, and potentially R or Python for more advanced statistical analysis.

CRM & Automation:

• CRM Systems: Understanding of how CRM systems are used to manage customer relationships and track partner interactions.
• Workflow Automation Tools: Familiarity with tools or concepts related to automating business processes, though not explicitly a primary requirement, it enhances efficiency.
• API Integrations: Basic understanding of APIs and their role in system integration for digital products and partner connectivity.

📝 Enhancement Note: While specific tools are not listed, the role implies a need for proficiency in standard project management, documentation, communication, and business intelligence tools common in operations and product management. A strong understanding of data analytics and reporting is crucial for measuring success.

👥 Team Culture & Values

Operations Values:

• Customer-Centricity: A deep commitment to understanding and serving customer financial needs, driving the development of user-friendly and valuable products.
• Integrity & Compliance: Upholding the highest standards of ethical conduct and regulatory adherence in all product development and operational activities.
• Innovation: A drive to explore new financial technologies and product offerings to stay ahead in the dynamic FinTech market.
• Collaboration: A belief in the power of teamwork and cross-functional synergy to achieve complex business objectives.
• Efficiency & Excellence: A focus on optimizing processes, driving operational efficiency, and delivering high-quality outcomes in product development and service delivery.

Collaboration Style:

• Cross-Functional Integration: Expect a highly collaborative environment where close partnerships with legal, compliance, marketing, analytics, and operational teams are essential for success.
• Proactive Communication: A style that emphasizes clear, timely, and transparent communication with all stakeholders, both internal and external.
• Problem-Solving Focus: A collective approach to identifying and resolving challenges, leveraging diverse perspectives to find effective solutions.
• Data-Informed Decision Making: A culture where decisions are supported by robust data analysis and performance metrics.

📝 Enhancement Note: Western Union's values likely emphasize trust, innovation, and customer focus. For this role, a collaborative spirit and a commitment to operational excellence within a regulated industry are key cultural attributes.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Regulatory Landscapes: Operating across multiple jurisdictions (Australia, broader APAC) requires a nuanced understanding and careful management of diverse regulatory requirements for financial products.
• Complex Partner Ecosystem: Building and managing relationships with a variety of digital and ecosystem partners, each with unique business objectives and technical capabilities, presents ongoing challenges.
• Balancing Innovation with Risk: Introducing new products while ensuring robust compliance and risk management is a constant balancing act in the financial services sector.
• Cross-Cultural Collaboration: Working effectively with teams and partners across different Asian markets requires cultural sensitivity and adaptability.
• Pace of FinTech Evolution: Keeping pace with rapid technological advancements and evolving customer expectations in the FinTech space.

Learning & Development Opportunities:

• Deep Dive into APAC Markets: Gain extensive knowledge of financial services markets and consumer behaviors across key Asia Pacific regions.
• Advanced Product Strategy: Develop expertise in expanding financial service offerings beyond core products into comprehensive customer ecosystems.
• Global Partnership Management: Hone skills in negotiating and managing complex, long-term strategic partnerships with global entities.
• FinTech Innovation Exposure: Work on cutting-edge digital financial products and solutions within a leading global FinTech organization.
• Leadership Development: Opportunities to lead significant strategic projects and potentially manage direct reports or project teams, fostering leadership capabilities.

📝 Enhancement Note: This role presents significant challenges but also offers substantial opportunities for professional growth, particularly for those aiming to build a career in international FinTech product strategy and operations. The complexity of the role necessitates continuous learning and adaptation.

💡 Interview Preparation

Strategy Questions:

• "How would you approach defining the product requirements for a new digital wallet feature aimed at increasing user engagement in the Australian market?" (Focus on JTBD, user journeys, BRDs)
• "Describe a time you had to negotiate a critical supplier agreement for a new product launch. What were the key challenges, and how did you ensure a successful outcome?" (Emphasis on negotiation skills, partner management, commercial acumen)
• "Imagine a new regulatory change impacting our remittance services in Japan. How would you, as Product Operations Manager, assess the impact and coordinate the necessary adjustments?" (Tests understanding of compliance, risk, and cross-functional coordination)

Company & Culture Questions:

• "What do you see as the biggest growth opportunities for Western Union in the Asia Pacific digital ecosystem beyond remittances?" (Assesses market understanding and strategic thinking)
• "How would you foster collaboration between your team, marketing, and compliance to ensure a smooth product launch?" (Evaluates collaboration style and stakeholder management)
• "Describe your experience in defining KPIs and measuring the ROI of new financial products. What metrics are most critical for ecosystem product success?" (Probes data-driven approach and analytical skills)

Portfolio Presentation Strategy:

• Structure your Case Studies: For each portfolio item, clearly outline the Problem, your Solution (strategy, process, execution), and the Results (quantifiable impact).
• Highlight Operational Processes: Visually represent key workflows or process improvements you designed. Use diagrams or flowcharts to illustrate complex processes.
• Quantify Everything: Ensure every achievement is backed by data. Use percentages, dollar amounts, or time saved to demonstrate impact.
• Focus on "Ecosystem" Impact: If possible, showcase how your work contributed to building or enhancing a broader product ecosystem or partnership network.
• Be Prepared for Deep Dives: Anticipate questions about your specific contributions, the tools you used, and the challenges you overcame during each project.

📝 Enhancement Note: Interview preparation should focus on demonstrating a blend of strategic product thinking, hands-on operational execution, strong stakeholder management, and a deep understanding of the payments and FinTech industry, particularly within the APAC region. Your portfolio is your primary tool for showcasing this.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided application link on the Western Union careers portal.
• Tailor your Resume: Highlight specific achievements related to product strategy, operations management, payments, digital ecosystem development, and cross-functional project leadership. Use keywords from the job description.
• Prepare your Portfolio: Curate 2-3 strong case studies showcasing product launches, process improvements, partner negotiations, and quantifiable results. Be ready to present these concisely and effectively.
• Research Western Union: Understand their current business strategy, recent product developments, and their focus on digital transformation and ecosystem expansion in Asia Pacific.
• Practice Interview Questions: Prepare answers to strategy, behavioral, and situational questions, focusing on demonstrating your problem-solving abilities, collaboration skills, and operational expertise.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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