WEX
WEX is an innovative payments and technology company focused on simplifying the business of running a business. The Service Experience team builds an intelligent, scalable, and empathetic platform that powers every customer interaction. WEX is seeking an experienced and visionary Senior Director of Product Management to redefine best-in-class service in the age of AI. You will own the strategic direction and execution of the product roadmap for all customer service and support platforms and lead a team of product managers to optimize tools used by our support agents and the automated systems customers interact with.
Overview
The Senior Director of Product Management will drive a step-change in service quality, efficiency, and customer satisfaction by deeply integrating artificial intelligence and machine learning into every facet of the service ecosystem. This role sits at the intersection of product management, engineering, operations, and data science. Responsibilities
Define the Vision & Strategy: Develop and champion a 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 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 with leaders in Engineering, Design, Data Science, and Customer Support Operations to ensure alignment and cohesive, high-impact solutions. Be Data-Obsessed: Define and analyze KPIs and metrics to measure product impact. Use data to identify opportunities, drive decision-making, and report progress to executive leadership. Executive Communication: Clearly articulate the team’s vision, strategy, and roadmap to senior leadership and stakeholders to secure buy-in and enthusiasm for initiatives. Strategic Mindset: Align with WEX’s corporate strategy and market trends to create value and identify opportunities to lead the market through the developer platform. Customer Obsessed: Deeply understand customer needs through empathy, data, and prioritization of work to translate insights into platform capabilities. Results Focused: Use data to understand product performance and prioritize work in support of WEX’s strategic goals and financial performance. Insights Driven: Use qualitative and quantitative insights to drive decisions, define experiments, and prioritize the roadmap. Trusted Partner: Collaborate with diverse stakeholders and act as a go-to expert and strategic advisor for API and platform initiatives. Relevant Expertise: Bring deep market and technology understanding with a learning mindset and be recognized as a subject matter expert internally and externally. Compensation & Benefits
The base pay range represents the anticipated low and high end of the pay range for this position. Actual pay will vary based on qualifications, skills, and proficiency. Base pay is part of WEX’s total compensation package. Most sales roles are eligible for commission; non-sales roles are typically eligible for bonuses. WEX offers comprehensive benefits including health, dental, and vision insurance, retirement savings, paid time off, health savings account, flexible spending accounts, life and disability insurance, tuition reimbursement, and more. Pay Range: $199,000.00 - $265,000.00 Job Details
Seniority level: Director Employment type: Full-time Job function: Business Development and Sales Industries: Software Development Location: Portland, ME (Maine, United States) For more information, check out the About Us section.
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The Senior Director of Product Management will drive a step-change in service quality, efficiency, and customer satisfaction by deeply integrating artificial intelligence and machine learning into every facet of the service ecosystem. This role sits at the intersection of product management, engineering, operations, and data science. Responsibilities
Define the Vision & Strategy: Develop and champion a 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 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 with leaders in Engineering, Design, Data Science, and Customer Support Operations to ensure alignment and cohesive, high-impact solutions. Be Data-Obsessed: Define and analyze KPIs and metrics to measure product impact. Use data to identify opportunities, drive decision-making, and report progress to executive leadership. Executive Communication: Clearly articulate the team’s vision, strategy, and roadmap to senior leadership and stakeholders to secure buy-in and enthusiasm for initiatives. Strategic Mindset: Align with WEX’s corporate strategy and market trends to create value and identify opportunities to lead the market through the developer platform. Customer Obsessed: Deeply understand customer needs through empathy, data, and prioritization of work to translate insights into platform capabilities. Results Focused: Use data to understand product performance and prioritize work in support of WEX’s strategic goals and financial performance. Insights Driven: Use qualitative and quantitative insights to drive decisions, define experiments, and prioritize the roadmap. Trusted Partner: Collaborate with diverse stakeholders and act as a go-to expert and strategic advisor for API and platform initiatives. Relevant Expertise: Bring deep market and technology understanding with a learning mindset and be recognized as a subject matter expert internally and externally. Compensation & Benefits
The base pay range represents the anticipated low and high end of the pay range for this position. Actual pay will vary based on qualifications, skills, and proficiency. Base pay is part of WEX’s total compensation package. Most sales roles are eligible for commission; non-sales roles are typically eligible for bonuses. WEX offers comprehensive benefits including health, dental, and vision insurance, retirement savings, paid time off, health savings account, flexible spending accounts, life and disability insurance, tuition reimbursement, and more. Pay Range: $199,000.00 - $265,000.00 Job Details
Seniority level: Director Employment type: Full-time Job function: Business Development and Sales Industries: Software Development Location: Portland, ME (Maine, United States) For more information, check out the About Us section.
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