Sr. Product Manager, Agent Experiences

Sr. Product Manager, Agent 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 our experiences for both customers and employees. We are looking for a Sr. Product Manager to own the execution and delivery of the digital channel team’s product roadmap focused on customer success agent experiences. You’ll collaborate across the business to build the product roadmap with an emphasis on creating simple and integrated experiences that solve key pain points. In this role, you’ll own end-to-end experiences and define and drive various workstreams, collaborating and aligning across lines of business with call center, UX, sales, and technology teams. You will leverage and develop the following competencies: Strategic Mindset, Customer Obsessed, Results Focused, Insights Driven, Trusted Partner, Relevant Expertise.

About the team:

Come and join the Digital Channels Team as we work to transform our company into a truly digital company. We aren’t just changing the way customers engage with us, we are transforming and re-imagining our business, by focusing on the individual user. Our team promotes an agile, collaborative, supportive environment where diverse thinking, innovative design, and experimentation is welcomed and encouraged.

What you’ll do:

• Drive the sales agent experience end-to end by developing business models, defining and analyzing success metrics, and managing strategic projects

• Deliver best in class digital experiences and enable capabilities that delight employees and help WEX win in the market

• Deeply understand the external market and customer needs to define and prioritize the problems to be solved and inspire the broader team

• Build the product roadmap, define users, and drive tradeoff decisions

• Lead 1-2 scrum teams to align on mission and deliver great results iteratively

• Leverage qualitative and quantitative data to measure results, inform roadmaps and achieve benefit, adoption and financial results

• Cross collaborate with product management, analytics, UX, sales/commercial 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 build bridges across groups

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:

• 6-10 years of specific product management leader experience (mandatory), ideally with an emphasis on sales or call center agent experiences.

• Proven methodologies to develop great products, including customer driven innovation, rapid experimentation, prototyping, customer journey mapping, and measuring outcomes

• Experience optimizing agent value across key points of their workflows

• Understand how features (micro) interface with overall product vision (macro)

• Thrive in driving cross-functional teams and leading initiatives across an organization

• Comfort navigating through ambiguity and changing business environments

• Have a learning mindset to start developing hypotheses that are tested and iterated

• Experience in building self-service products from scratch. Specific experience with building products for data definition, SDKs 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

• Undergraduate degree required, advanced degree is a plus