Sr Product Mgr, Digital Account Experiences
Senior Product Manager, Digital Account Experiences
WEX is an innovative payments and technology company leading the way in a rapidly changing environment. Our goal is to simplify the business of running a business for our customers and free them to spend more time, with less worry, on the things they love. We are on a journey to build a unified, world class user experience across our products and services and leverage customer driven innovation to power our growth and strategic initiatives.
As we lean into our mission to “simplify the business of running a business”, WEX is looking to simplify and reimagine experiences, starting from the customer perspective. We are looking for a Sr. Product Manager to own the execution and delivery of the product roadmap by collaborating across the business on the product roadmap with an emphasis on creating a simple, proactive and personalized experience. In this role, you’ll learn the end-to-end customer experience by assisting and supporting the Product Management team on their strategic roadmap. You will do this through performing and developing the following competencies: Strategic Mindset, Customer Obsessed, Results Focused, Insights Driven, Trusted Partner, Relevant Expertise.
About the team: As part of the Chief Digital Office, the Digital Channels team supports the transformation of many of our key end-to-end customer experiences, leveraging digital to drive simplicity, efficiency and delight. The team partners cross-functionally across WEX, including Product Solutions, Commercial, Marketing, Operations, Support, Tech, Legal and Risk, among others. This team focuses heavily on accelerating digital first acquisition, adoption, and self-service from a product perspective, with the target objective to always build globally scalable capabilities, digital first and digitally-assisted models that will help us innovate, accelerate, personalize and scale to our customers’ needs. When we do that, we will drive key outcomes of improved conversion rates, onboarding ease, and saving our customers time and money.
What you’ll do:
- Deliver best in class customer digital account experiences and enabling capabilities that delight customers and win in the market
- Unify disparate user experiences across lines of business and applications, both desktop and mobile including Customer Identity & Access Management
- Drive reduced call volume and escalations by improving the customer journey from first interaction to meaningful solutions for common problems
- Be a Customer Obsessed Champion and partner with the global Customer Care & Operations organization to identify and deploy support tools to assist Customers’ transition to self-service
- Invent new products and features on customers’ behalf that transform “Click & Call” behaviors into “Click and Solve” actions
- Learn and deeply understand the external market and customer needs to define the priorities and inspire the broader team
- Build the product roadmap, define user experiences and drive tradeoff decisions
- Lead 1-2 scrum teams to align on mission and deliver great results iteratively
- Leverages qualitative and quantitative data to measure results, inform roadmap and achieve benefit, adoption and financial results
- Cross collaborates with Senior PMs / Analytics / UX / Key Stakeholders on product research to come up with better and disruptive solutions
- Engage in technical discussions with senior engineers to define product strategy, create value, and impact the direction of products and the business
- Be a trusted partner that can present effectively to high-level stakeholders, set clear priorities and direction, and begin to build bridges across groups
- Own the product digital account experiences end-to end by developing business models, defining and analyzing success metrics, and managing strategic projects
How you’ll engage:
- Strategic Mindset: Seek to understand WEX’s corporate strategy, the competitive environment and market trends and how our products can create value
- Customer Obsessed: Deeply understand our customers’ needs through customer empathy, data and prioritize work
- Results Focused: Leverage data to understand how the product is performing and prioritize work
- 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
- Relevant Expertise: Brings a deep understanding of the market, applied technologies and domain expertise, with a curiosity and learning mindset
What you’ll bring:
- 8+ years of experience as a Product Manager in a modern, data driven environment with a deep focus on end to end Digital Customer Experience
- Undergraduate degree desired or equivalent relevant experience, advanced degree is a plus
- Understand how features (micro) interface with overall product vision (macro)
- Has a learning mindset to start developing hypothesis that are tested and iterated
- Experience in building self-service products and user account experiences from scratch. Specific experience with building products for data definition and APIs from software developers
- Strong ability to think through unifying elements and common denominators; dream up user workflows and interfaces;
- Familiarity with big data frameworks
- Data driven approach for everything you do, understanding your customers, roadmap prioritization and measuring success.
- Ability to work in an agile fashion with your teams; go broad to go narrow; build, test, iterate
- Ability to nurture various projects in parallel, in different stages of maturity and velocity
The base pay range represents the anticipated low and high end of the pay range for this position. Actual pay rates will vary and will be based on various factors, such as your qualifications, skills, competencies, and proficiency for the role. Base pay is one component of WEX's total compensation package. Most sales positions are eligible for commission under the terms of an applicable plan. Non-sales roles are typically eligible for a quarterly or annual bonus based on their role and applicable plan. WEX's comprehensive and market competitive benefits are designed to support your personal and professional well-being. Benefits include 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. For more information, check out the "About Us" section.Salary Pay Range: $100,000.00 - $133,000.00