Sr. PM, AI Capabilities

FUNCTION: Product Management

At WEX, we simplify the business of running a business. We are seeking an innovative, data-driven Senior Product Manager: Voice AI to join our dynamic Operational Intelligence team. In this role, you will be the driving force behind transforming WEX's global contact centers from human-first to AI-first experiences.

You will sit at the intersection of business strategy, conversational design, and advanced Large Language Models (LLMs). You will lead the discovery, prototyping, and scaling of Voice AI solutions aimed at automating front-end customer interactions, driving meaningful containment, and improving the overall consumer experience across our International and Call Center verticals.

• Drive Voice AI Vision & Strategy: Own the end-to-end product lifecycle for Voice AI initiatives, moving beyond rigid IVR systems to fluid, agentic conversational experiences that drive containment rates and significant cost savings.

• Spearhead AI Discovery & Prototyping: Lead the exploration of LLM capabilities within the voice ecosystem. Rapidly prototype and test features like automated routing, sentiment analysis, and real-time mid-call assist tools.

• Leverage Data & Business Intelligence: Utilize strong analytical skills to define KPIs such as Average Handle Time (AHT) and CSAT. Translate complex interaction data into actionable roadmaps that drive measurable business value.

• Align & Influence Stakeholders: Act as the strategic linchpin between Engineering, Customer Service leadership, and global business units. Masterfully communicate the value of AI deflection and build consensus across diverse teams.

• Execute with Agility: Write clear, concise user stories for conversational flows, manage the product backlog, and partner closely with engineering squads to ensure high-quality, low-latency delivery.

• Market & User Research: Continuously monitor industry trends in Conversational AI and competitor movements to ensure WEX remains at the cutting edge of service technology.

Required:

• 5 to 7 years of professional experience in Product Management, with a focus on Voice, Conversational AI, or related technical fields.

• Demonstrated experience building and scaling production-grade Voice AI, IVR systems, or automated bot platforms.

• Proven AI Skills: Deep expertise in LLM-based conversational design, voice latency optimization, and defining AI use cases for complex customer journeys.

• Exceptional Stakeholder Management: Strong ability to influence and negotiate with cross-functional partners and leadership to drive the adoption of automated service solutions.

• Analytical Mindset: Ability to use data to inform decisions, build business cases for AI investment, and track product performance against operational goals.

Preferred:

• Experience in FinTech, HealthTech, or highly regulated B2B SaaS industries.

• Familiarity with Salesforce Service Cloud integration and Agile frameworks.

• Experience navigating International compliance and data residency requirements for voice data.