WEX · 5 hours ago
Sr. Director, Product Management, Service Experience
United States
Full-time
Remote
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 by integrating AI and machine learning into customer service and support platforms, leading a team of product managers to enhance service quality and customer satisfaction.
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
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
Qualification
Required
Experience in product management, particularly in customer service and support platforms
Strong understanding of AI/ML 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 to drive decision-making
Ability to use qualitative and quantitative insights to prioritize roadmap
Strong collaboration skills and ability to serve as a trusted partner
Deep understanding of the market, applied technologies, and domain expertise
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
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
Morningstar.com
2026-01-22
2026-01-20
2026-01-20
Company data provided by crunchbase