Note: The job is a remote job and is open to candidates in USA. WEX is an innovative payments and technology company focused on simplifying the business of running a business for its customers. They are seeking a Senior Director of Product Management to lead the Service Experience team, driving the strategic direction and execution of customer service and support platforms while integrating AI and machine learning to enhance service quality and customer satisfaction.
Responsibilities
• Define the Vision & Strategy: Develop and champion a compelling, long-term product vision and strategy for the entire service experience, from customer self-service portals to agent-facing CRMs and AI-powered support tools.
• Lead AI Integration: Serve as the subject matter expert on applying AI/ML to service operations. Drive the development of intelligent automation, including chatbots, virtual assistants, agent-assist tools, predictive routing, and automated ticket classification.
• Build and Mentor a High-Performing Team: Lead, hire, and mentor a team of product managers, fostering a culture of innovation, accountability, and continuous improvement. Provide guidance on career development and product craft.
• Drive Program Management Excellence: Implement and oversee a robust program management framework to ensure the timely delivery of complex, cross-functional initiatives. Manage the entire product lifecycle from ideation and strategic planning to launch and post-launch optimization.
• Champion Cross-Functional Collaboration: Partner closely with leaders in Engineering, Design, Data Science, and Customer Support Operations to ensure alignment, seamless execution, and the delivery of cohesive, high-impact solutions.
• Be Data-Obsessed: Define and analyze key performance indicators (KPIs) and metrics to measure the impact of your products. Use data to identify opportunities, drive decision-making, and report on progress to executive leadership.
• Executive Communication: Clearly articulate your team's vision, strategy, and roadmap to senior leadership and stakeholders across the company, ensuring buy-in and driving excitement for your initiatives.
Skills
• Experience in product management, particularly in customer service and support platforms.
• Strong understanding of AI and machine learning applications in service operations.
• Proven ability to lead and mentor a team of product managers.
• Experience in program management and overseeing complex, cross-functional initiatives.
• Ability to collaborate with cross-functional teams including Engineering, Design, Data Science, and Customer Support Operations.
• Strong analytical skills to define and analyze key performance indicators (KPIs) and metrics.
• Excellent communication skills to articulate vision, strategy, and roadmap to senior leadership.
• Strategic mindset with an understanding of corporate strategy and market trends.
• Customer-focused approach with the ability to translate customer insights into product capabilities.
• Results-oriented with a focus on leveraging data for decision-making.
• Ability to use qualitative and quantitative insights to drive decisions and prioritize roadmap.
• Strong collaboration skills and ability to serve as a trusted partner.
• Deep understanding of the market and applied technologies.
Benefits
• Health, dental and vision insurances
• Retirement savings plan
• Paid time off
• Health savings account
• Flexible spending accounts
• Life insurance
• Disability insurance
• Tuition reimbursement
• And more.
Company Overview
• Wex is a financial technology service provider for fleet, travel and healthcare industries. It was founded in 1983, and is headquartered in Portland, Maine, USA, with a workforce of 5001-10000 employees. Its website is http://www.wexinc.com.
Company H1B Sponsorship
• WEX has a track record of offering H1B sponsorships, with 17 in 2025, 10 in 2024, 12 in 2023, 20 in 2022, 14 in 2021, 18 in 2020. Please note that this does not guarantee sponsorship for this specific role.
