WEX · 1 day ago
Sr. Director, Product Management, Service Experience
Maine, United States
Full-time
Onsite
Lead/Staff
$199K/yr - $265K/yrWEX is an innovative payments and technology company leading the way in a rapidly changing environment. They are seeking a Senior Director of Product Management to redefine service experiences through AI and machine learning, overseeing the product roadmap for customer service and support platforms.
Financial ServicesFinTechPaymentsSoftware
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
Qualification
Required
Experience in product management, particularly in customer service and support platforms
Proven track record of leading product teams and driving product strategy
Strong understanding of AI and machine learning applications in service operations
Ability to implement and oversee program management frameworks
Experience in cross-functional collaboration with 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 insights into innovative solutions
Results-oriented with a focus on leveraging data for decision-making
Ability to use qualitative and quantitative insights to drive product decisions
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
Company
WEX
Wex is a financial technology service provider for fleet, travel and healthcare industries.
Founded in 1983
5001-10000 employees
H1B Sponsorship
WEX has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (22)
2024 (10)
2023 (12)
2022 (20)
2021 (14)
2020 (18)
Funding
Current Stage
Public CompanyTotal Funding
$900MKey Investors
Warburg Pincus
2025-02-25Post Ipo Debt· $500M
2020-06-30Post Ipo Equity· $90M
2020-06-30Post Ipo Debt· $310M
Leadership Team
Melissa Smith
Chair and Chief Executive Officer
Sachin Dhawan
Chief Technology Officer
Recent News
2026-01-03
2025-12-05
2025-12-02
Company data provided by crunchbase