WEX · 3 days ago
Product Manager III, Omnichannel Customer Communications
United States
Full-time
Remote
Mid Level
$94K/yr - $125K/yr
4+ years expWEX Inc. is seeking an Omnichannel Communications Product Manager to drive the strategy, execution, and ongoing optimization of their cross-channel communications capabilities. This role will shape how WEX connects with customers across various channels, ensuring seamless and relevant interactions that align with customer needs.
Financial ServicesFinTechPaymentsSoftware
Responsibilities
Define standards for message orchestration, channel selection, and communication architecture to ensure consistency, relevance, and reliability across all touchpoints (email, SMS, in-app, chat, voice, push, AI-driven channels)
Partner with engineering, design, marketing, and CX teams to build scalable platform capabilities that support seamless, context-aware customer journeys
Continuously evaluate how customers experience WEX communications across channels—identifying friction points, duplication, timing issues, or missed opportunities
Lead A/B testing, segmentation strategies, and channel-level optimization to improve engagement, reduce confusion, and drive measurable business impact
Establish governance frameworks for message usage, frequency, prioritization, and templates to minimize noise, reduce operational friction, and ensure brand alignment
Implement quality benchmarks for communication clarity, personalization, deliverability, and compliance across channels
Work with legal, privacy, and risk teams to ensure all channels meet regulatory standards (TCPA, CAN-SPAM, GDPR/CCPA, carrier rules)
Proactively identify areas where compliance risks may arise in new or evolving communication practices and drive mitigation strategies
Collaborate across marketing, operations, engineering, customer support, and product teams to create a unified communications strategy that supports enterprise objectives
Translate complex communication and platform concepts into clear business value, actionable roadmaps, and stakeholder-friendly narratives
Qualification
Required
4+ years of experience in product management or related digital roles, ideally with exposure to communications platforms, customer engagement technologies, marketing automation, or journey orchestration
Undergraduate degree required, advanced degree is a plus
Strong understanding of omnichannel communication ecosystems—including how email, SMS, push, in-app messaging, chat, voice, and emerging AI-assisted channels function, integrate, and scale within complex organizations
Experience with messaging APIs, customer engagement platforms, or marketing tech tools is a strong plus
Analytical mindset with demonstrated ability to measure communication performance across channels—engagement, deliverability, timing, throughput, and customer sentiment—and apply data-driven insights to improve message effectiveness and customer experience
Proven ability to lead end-to-end product discovery and delivery, owning outcomes for a platform or capability area
Skilled at breaking down complex problems, prioritizing intelligently, and using qualitative and quantitative data to influence product direction
Experience working with or within complex data environments, understanding how customer data, preferences, consent, and event signals connect to drive orchestrated communications
Able to anticipate integration challenges and shape scalable, compliant solutions
Exceptional cross-functional collaborator, capable of partnering with engineering, marketing, operations, compliance, and customer teams to deliver cohesive and high-impact communication experiences
Adept at building alignment across diverse stakeholders
Strong communicator and storyteller, comfortable articulating strategy, presenting recommendations, and translating technical concepts into clear, actionable insights for non-technical audiences
Skilled at creating shared understanding across teams and influencing decision-making at multiple levels
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.
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