Sr. PM, AI Capabilities

About the Team/Role

At WEX, we simplify the business of running a business. We are seeking an innovative and highly technical Senior Product Manager, AI Capabilities to join our Operational Intelligence organization focused on transforming customer service experiences through intelligent automation. This role will lead the strategy, discovery, and execution of Voice AI capabilities that help modernize WEX’s servicing experience from traditional telephony systems toward AI-first customer engagement. You will sit at the intersection of AI strategy, conversational design, customer experience, and operational efficiency, partnering closely with Engineering, AI specialists, and Customer Experience teams to deliver scalable conversational AI solutions that improve customer outcomes while reducing cost to serve. This role is highly visible, strategic, and foundational to WEX’s long-term automation platform vision across voice and future digital channels.

How you'll make an impact

• Own and drive the Voice AI product strategy and roadmap across customer servicing experiences

• Lead the transition from legacy experiences toward AI-powered conversational experiences

• Partner with engineering and AI teams to prototype, validate, and scale conversational AI capabilities

• Define and optimize operational KPIs including containment, Average Handle Time (AHT), customer satisfaction, and cost-to-serve metrics

• Conduct deep customer discovery and translate customer pain points into scalable AI solutions

• Balance strategic product discovery with strong execution discipline and roadmap delivery

• Build and maintain cross-functional alignment across Product, Engineering, Customer Experience, and business leadership teams

• Evaluate emerging AI technologies, LLM capabilities, and automation trends to inform product direction

• Develop long-term automation strategies that extend beyond voice into broader digital channels such as chat and email

• Create clear product requirements, user stories, and prioritization frameworks that support agile delivery

• Drive measurable business impact through AI-enabled automation and customer experience improvements

Experience you'll bring

• 7–10 years of Product Management experience with strong technical product ownership

• Experience building or scaling production-grade Voice AI, conversational AI, or automated bot platforms

• Deep understanding of Large Language Models (LLMs), conversational design, and AI-powered customer experiences

• Demonstrated ability to lead both product discovery and product execution activities effectively

• Strong analytical mindset with experience defining KPIs and measuring operational impact

• Experience partnering closely with engineering teams on highly technical products

• Proven stakeholder management and influence skills across cross-functional organizations

• Experience evaluating customer pain points and translating insights into scalable product strategies

• Strong communication and strategic thinking skills

• Ability to operate effectively in ambiguity within a rapidly evolving AI landscape

• Experience working in Agile product development environments

What will give you an edge

• Experience within FinTech, HealthTech, or other highly regulated B2B SaaS environments

• Salesforce Service Cloud integration experience

• Experience with enterprise telephony or contact center technologies

• Exposure to AI agent frameworks, automation tooling, or MCP concepts

• Experience scaling automation strategies across multiple digital channels

• Prior experience leading AI-first servicing or customer support transformation initiatives

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.

Pay Range: $125,300.00 - $154,100.00