WEX · 10 hours ago
Account Services Mgr 4
United States
Full-time
Remote
Mid, Senior Level
$124K/yr - $148K/yr
7+ years expWEX Inc is a leading company in the Mobility line of business, seeking a Senior Manager for Fleet Operations. This role involves managing service and operational teams to ensure client support and streamline processes, while driving operational excellence and client satisfaction.
Financial ServicesFinTechPaymentsSoftware
Responsibilities
Create, maintain and drive adherence against service strategies and operational plans
Constantly strive to increase productivity, efficiency, and results by initiating process improvements and advocating for technology enablers
Responsible for ensuring that solutions are scalable, sustainable and successfully balance the business need and risk
Leverage technology and automation to streamline workflows and reduce manual effort
Serve as a change agent for continuous improvement though new/refined/enhanced methodologies
Define, document, and trend individual and team Key Performance and Key Risk Indicators
Drive Scorecard reporting for upstream and adjacent internal stakeholders providing commentary and insight
Drive issue resolution, complex problem-solving, and analytical work to ensure smooth operations and service delivery
Manage communications across internal associates, management, and external stakeholders at various levels of the organization
Build operational bench strength by identifying at-risk knowledge/skill areas and developing and executing strategies to mitigate risks
Manage client escalations, ensuring effective collaboration with other departments to maximize client satisfaction and minimize disruption to business operations
Communications management across broad constituencies – internal associates, management, and senior team if/when applicable and external across various levels of the client organization
Responsible for productive collaboration across a broad group of internal stakeholders, including but not limited to Relationship/Client Managers, Account Management, WEX Bank, Contact Center, Implementation, Product and Sales, effectively balancing business needs, client satisfaction, and scale objectives
Liaise with customers, technical support, product development, sales, and field service to proactively identify opportunities for support delivery improvements, cost reduction, and value-add to the customer/client
Work with counterparts within Enablement + Controls and Product on the creation of and presentation of business proposals for technology enablers to streamline and optimize the operations
Coordinate the rollout and stabilization of new business processes and/or features and functionality
Responsible for engagement of resources into all applicable projects and/or company initiatives that may impact the operations or serviced clients
Develop and implement a comprehensive support delivery strategy aligned with business objectives to ensure operational stability and client satisfaction
Drive operational excellence by identifying and implementing opportunities to streamline processes, leveraging automation and AI tools where appropriate, and fostering a team environment that is adaptable to change and embraces new ways of working
Ensure that robust process and procedural documentation is in place and actively maintained
Establish and maintain escalation procedures to minimize disruptions and ensure timely resolution of client issues, both short term and long term (mitigation of recurrence)
Ensure compliance to all applicable operational controls are met. Demonstrate full and accurate adherence and management of the controls calendar
Evaluate the efficiency of controls and improve them continuously
Establish best practices and standards while conducting operational level audits to improve overall operational efficiencies within the department
Maintain all required compliance records and documentation, ensure records are updated as necessary
Provide guidance, support, and mentorship to team members, fostering a culture of excellence, accountability, and continuous improvement
Responsible for core people management functions of selection/assessment, people development, performance management, and building bench strength/succession planning
Responsible for core people management functions of Selection/Assessment, People Development, Performance Management, and Building Bench Strength/Succession Planning
Motivate and inspire the team and monitor and cultivate employee satisfaction and engagement
Ensures systems are in place to measure capacity utilization
Responsible for productivity and quality tracking, both team and individual, to ensure optimal performance
Oversee and guide the development and delivery of onboarding and training programs
Qualification
Required
Bachelor's degree and a minimum of 7 years of progressive leadership experience in account relationship management, service delivery, or operations environment
5+ years of direct management experience, including leading teams and improving operational processes
Strong analytical and problem-solving skills with the ability to interpret data, identify trends, and recommend actionable improvements
Proven ability to develop and implement support delivery strategies and processes
Excellent communication, interpersonal, and relationship-building skills, with the ability to interact effectively with diverse stakeholders
Ability to be influential at all levels of the organization, leading stakeholders from various business units to agreement
Advanced proficiency in Google Suite or Microsoft Office Suite, with experience working with large data sets and utilizing tables, pivot tables, and lookup functionality
Superior critical thinking and decision-making skills
Exceptional attention to detail with the ability to recognize and react to discrepancies
Exhibits adaptability, flexibility, and ability to work independently in an evolving environment
Ability to interpret complex contract language
Ability to thrive in a deadline-driven environment, perform multiple tasks concurrently, and prioritize
Occasional travel may be required
Must successfully pass a background investigation
Experience with the identification and execution of process improvement initiatives, using process improvement methodologies
Ability to demonstrate initiative, curiosity and an eagerness to learn
Ability to identify opportunities to improve performance and efficiencies within department and self
Ability to leverage analytical abilities to guide decisions that mitigate risk and maximize growth and revenue opportunities
Ability to effectively and calmly operate within a complex and changing environment
Experience with the identification and execution of process improvement initiatives, using process improvement methodologies (e.g., Lean, Six Sigma)
Experience in the Fleet industry
Experience with Salesforce or Siebel
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
Morningstar.com
2026-01-22
2026-01-20
2026-01-20
Company data provided by crunchbase