Sr. Product Manager, AI Capabilities

WEX is a company that simplifies the business of running a business, and they are seeking an innovative and highly technical Senior Product Manager, AI Capabilities to join their Operational Intelligence organization. This role focuses on transforming customer service experiences through intelligent automation and will lead the strategy, discovery, and execution of Voice AI capabilities.

Responsibilities:

• 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

Requirements:

• 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
• 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