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Sr. Director, Product Management, Service Experience
2 weeks ago
WEX is an innovative payments and technology company leading the way in a rapidly changing environment. Our goal is to simplify the business of running a business for our customers and free them to spend more time, with less worry, on the things they love. We are on a journey to build a unified, world class user experience across our products and services and leverage customer driven innovation to power our growth and strategic initiatives.
As we lean into our mission to "simplify the business of running a business", WEX is looking to simplify and reimagine experiences, particularly the customer experience. Our success is built on a foundation of trust, innovation, and an unwavering commitment to solving user problems. The Service Experience team is the backbone of this mission, responsible for building the intelligent, scalable, and empathetic platform that powers every customer interaction. We are looking for an experienced and visionary Senior Director of Product Management to redefine what best-in-class service looks like in the age of AI. You will be responsible for the strategic direction and execution of the product roadmap for all our customer service and support platforms. This is a highly influential role that sits at the intersection of product management, engineering, operations, and data science.
You will lead a talented team of product managers to build and optimize the tools our support agents use daily and the automated systems our customers interact with. Your primary mandate is to drive a step-change in our service quality, efficiency, and customer satisfaction by deeply integrating artificial intelligence and machine learning into every facet of our service ecosystem. You will not just manage a portfolio of products; you will architect the future of our company's relationship with its customers.
What you'll do:
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.
How you'll engage:
Strategic Mindset: Seek to understand WEX's corporate strategy, the competitive environment and market trends and how our products can create value, and proactively identify opportunities for WEX to lead the market through its developer platform.
Customer Obsessed: Deeply understand our customers' needs through customer empathy, data and prioritize work, translating deep developer insights into innovative platform capabilities.
Results Focused: Leverage data to understand how the product is performing and prioritize work, demonstrating clear contributions to WEX's strategic goals and financial performance.
Insights Driven: Use qualitative and quantitative insights to drive decisions, define experiments and prioritize roadmap
Trusted Partner: Appreciate and comprehend different points of view and share information clearly and transparently with strong collaboration while knowing when to escalate, serving as a go-to expert and strategic advisor for API and platform initiatives.
Relevant Expertise: Brings a deep understanding of the market, applied technologies and domain expertise, with a curiosity and learning mindset, and is recognized as a subject matter expert both internally and externally.
