WEX FSM, Product Manager

WEX•Portland, ME

About The Position

WEX is an innovative payments and technology company focused on simplifying the business of running a business for our customers. We are seeking a Mobile Product Manager to join our Digital organization. This role will help us deliver a world-class user experience by owning a mobile application within our Field Service Management business segment, trusted daily by thousands of hardworking home service contractors across the United States. WEX Field Service Management: For contractors, running a business can feel like a juggling act. Between ringing phones, shifting schedules, parts runs, and keeping technicians headed to the right job at the right time, it’s easy for the details that keep the business organized and profitable to slip through the cracks. When information is scattered, contractors are left guessing whether a job is paid or just billed. Instead of growing the business, time gets spent chasing paperwork, tracking technicians, and following up with suppliers. WEX® Field Service Management (FSM) replaces that daily scramble with one system built to support how trade businesses actually run, without the limitations of generic software or the hassle of bigger programs. As our Mobile Product Manager you will own the field experience for technicians, service managers and owners, impacting 2/3 of our daily active users. You will be responsible for ensuring our mobile app solves these users’ most important problems, with a relentless focus on customer experience and satisfaction. How You’ll Make an Impact: Understand the User: analyze and map pain points of technicians, service managers and working owners to prioritize high impact improvements and bug fixes. Communicate and Collaborate: work closely with our Customer Experience team to keep a strong pulse on the customer experience. Own the Experience: translate user needs and challenges into high quality, consistent improvements to our iOS and Android mobile apps, increasing NPS and retention. Lead the Team: deliver these results as the product leader on a scrum team consisting of 4 hybrid mobile engineers, 1 quality assurance engineer, and 1 UX designer. Bridge the Gaps: interface with backend teams to ensure performant APIs are available to support mobile. Collaborate with other PMs, Marketing and Sales about upcoming releases and areas of improvement for the overall product. Recommend the Strategy: define and communicate where the app needs to evolve in the short, medium and long-term to support the business and its revenue growth objectives. While this role will initially be focused on execution, there will be an opportunity to shape the longer term strategy of the application. Experience you’ll bring Hand-On Learner: within a month of joining, you should be able to comfortably demo the product and talk to users working in blue collar industries. Empathy: you care about the experience of users and are committed to making their day-to-day better in using our software. Customer issues bother you, and you want to fix them. High Agency Troubleshooting: mobile users are often out in the field and pass along issues or suggestions to the owner or office manager of our customer. This requires you to seek out and identify issues, see gaps in user experience and propose solutions. People Skills: gain the respect of teammates including engineers, marketing and customer experience through detail orientation, clear communication and positivity. Small Business Experience: you’ve worked in the SMB (Small-to-Medium Business) in the software industry or other capacities. Design & Technical Fluency: while our designers and engineers are experts in their area, you should have a point of view on usability and ability to communicate effectively with software engineers. Experience: 3 years of experience in Product Management or a related role (Project Management, QA, or Product Ops), specifically working with iOS or Android applications. Bonus points for hybrid apps like Ionic NPS: increasing the satisfaction score of our mobile users. Retention: Reducing churn specifically tied to mobile performance and usability issues. Product Innovation Velocity & Bug Resolution: improve the pace of discovery and deployment for improvements and field-critical issues. 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. WEX is a global commerce platform that helps businesses solve for operational complexities like employee benefits, managing and mobilizing fleets, and streamlining payments. With over 6,500 employees, we work with large and small companies in more than 200 countries and territories, and can tailor our services to meet the unique needs of their businesses. We hire people who share our passion for continuous innovation and client service that is unparalleled in the industry. Offering comprehensive and market competitive benefits, our offerings are designed to support your personal and professional well-being. If you’re looking for a growing career - come be part of WEX today. To learn more about our employee benefits, please click here. WEX is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, sexual orientation, gender identity, protected veteran status, disability or other protected status. WEX promotes a drug-free workplace. Qualified individuals with a disability have the right to request a reasonable accommodation. If you require a reasonable accommodation as a result of your disability at any point in the job application process, please submit your request through our Reasonable Accommodation Request Form. This form is for accommodation requests only and cannot be used to inquire about the status of applications.

Requirements

Hand-On Learner: within a month of joining, you should be able to comfortably demo the product and talk to users working in blue collar industries.
Empathy: you care about the experience of users and are committed to making their day-to-day better in using our software. Customer issues bother you, and you want to fix them.
High Agency Troubleshooting: mobile users are often out in the field and pass along issues or suggestions to the owner or office manager of our customer. This requires you to seek out and identify issues, see gaps in user experience and propose solutions.
People Skills: gain the respect of teammates including engineers, marketing and customer experience through detail orientation, clear communication and positivity.
Small Business Experience: you’ve worked in the SMB (Small-to-Medium Business) in the software industry or other capacities.
Design & Technical Fluency: while our designers and engineers are experts in their area, you should have a point of view on usability and ability to communicate effectively with software engineers.
Experience: 3 years of experience in Product Management or a related role (Project Management, QA, or Product Ops), specifically working with iOS or Android applications.

Nice To Haves

Bonus points for hybrid apps like Ionic
NPS: increasing the satisfaction score of our mobile users.
Retention: Reducing churn specifically tied to mobile performance and usability issues.
Product Innovation Velocity & Bug Resolution: improve the pace of discovery and deployment for improvements and field-critical issues.

Responsibilities

Understand the User: analyze and map pain points of technicians, service managers and working owners to prioritize high impact improvements and bug fixes.
Communicate and Collaborate: work closely with our Customer Experience team to keep a strong pulse on the customer experience.
Own the Experience: translate user needs and challenges into high quality, consistent improvements to our iOS and Android mobile apps, increasing NPS and retention.
Lead the Team: deliver these results as the product leader on a scrum team consisting of 4 hybrid mobile engineers, 1 quality assurance engineer, and 1 UX designer.
Bridge the Gaps: interface with backend teams to ensure performant APIs are available to support mobile.
Collaborate with other PMs, Marketing and Sales about upcoming releases and areas of improvement for the overall product.
Recommend the Strategy: define and communicate where the app needs to evolve in the short, medium and long-term to support the business and its revenue growth objectives.