Product Manager III, Omnichannel Customer Communications

WEX is seeking an Omnichannel Communications Product Manager to drive the strategy, execution, and ongoing optimization of cross-channel communications capabilities. This role is critical in shaping how WEX connects with customers across various channels, ensuring every interaction is seamless and aligned to customer needs.

Responsibilities:

• Define standards for message orchestration, channel selection, and communication architecture to ensure consistency, relevance, and reliability across all touchpoints (email, SMS, in-app, chat, voice, push, AI-driven channels)
• Partner with engineering, design, marketing, and CX teams to build scalable platform capabilities that support seamless, context-aware customer journeys
• Continuously evaluate how customers experience WEX communications across channels—identifying friction points, duplication, timing issues, or missed opportunities
• Lead A/B testing, segmentation strategies, and channel-level optimization to improve engagement, reduce confusion, and drive measurable business impact
• Establish governance frameworks for message usage, frequency, prioritization, and templates to minimize noise, reduce operational friction, and ensure brand alignment
• Implement quality benchmarks for communication clarity, personalization, deliverability, and compliance across channels
• Work with legal, privacy, and risk teams to ensure all channels meet regulatory standards (TCPA, CAN-SPAM, GDPR/CCPA, carrier rules)
• Proactively identify areas where compliance risks may arise in new or evolving communication practices and drive mitigation strategies
• Collaborate across marketing, operations, engineering, customer support, and product teams to create a unified communications strategy that supports enterprise objectives
• Translate complex communication and platform concepts into clear business value, actionable roadmaps, and stakeholder-friendly narratives

Requirements:

• 4+ years of experience in product management or related digital roles, ideally with exposure to communications platforms, customer engagement technologies, marketing automation, or journey orchestration
• Undergraduate degree required, advanced degree is a plus
• Strong understanding of omnichannel communication ecosystems—including how email, SMS, push, in-app messaging, chat, voice, and emerging AI-assisted channels function, integrate, and scale within complex organizations
• Experience with messaging APIs, customer engagement platforms, or marketing tech tools is a strong plus
• Analytical mindset with demonstrated ability to measure communication performance across channels—engagement, deliverability, timing, throughput, and customer sentiment—and apply data-driven insights to improve message effectiveness and customer experience
• Proven ability to lead end-to-end product discovery and delivery, owning outcomes for a platform or capability area
• Skilled at breaking down complex problems, prioritizing intelligently, and using qualitative and quantitative data to influence product direction
• Experience working with or within complex data environments, understanding how customer data, preferences, consent, and event signals connect to drive orchestrated communications
• Able to anticipate integration challenges and shape scalable, compliant solutions
• Exceptional cross-functional collaborator, capable of partnering with engineering, marketing, operations, compliance, and customer teams to deliver cohesive and high-impact communication experiences
• Adept at building alignment across diverse stakeholders
• Strong communicator and storyteller, comfortable articulating strategy, presenting recommendations, and translating technical concepts into clear, actionable insights for non-technical audiences
• Skilled at creating shared understanding across teams and influencing decision-making at multiple levels