Product Manager III, Omnichannel Customer Communications

WEX • Maine, NY

2d • $94,000 - $125,000 • Remote

About The Position

As we lean into our mission to "simplify the business of running a business”, WEX is seeking an Omnichannel Communications Product Manager to drive the strategy, execution, and ongoing optimization of our cross-channel communications capabilities. This role plays a critical part in shaping how WEX connects with customers across email, SMS, in-app messaging, chat, voice, push notifications, and emerging AI-powered channels—ensuring every interaction is seamless, relevant, and aligned to customer needs.

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.
• 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.

Nice To Haves

• Experience with messaging APIs, customer engagement platforms, or marketing tech tools is a strong plus.

Responsibilities

• Omnichannel Strategy & Architecture 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.
• Customer Engagement Optimization 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.
• Channel Governance & Quality Management 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.
• Compliance, Risk, & Regulatory Alignment 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.
• Cross-Functional Leadership: 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees