Sr. PM, AI Capabilities

WEX•Portland, ME

4d•Remote

About The Position

At WEX, we simplify the business of running a business. We are seeking an innovative and highly technical Senior Product Manager, AI Capabilities to join our Operational Intelligence organization focused on transforming customer service experiences through intelligent automation. This role will lead the strategy, discovery, and execution of Voice AI capabilities that help modernize WEX’s servicing experience from traditional telephony systems toward AI-first customer engagement. You will sit at the intersection of AI strategy, conversational design, customer experience, and operational efficiency, partnering closely with Engineering, AI specialists, and Customer Experience teams to deliver scalable conversational AI solutions that improve customer outcomes while reducing cost to serve. This role is highly visible, strategic, and foundational to WEX’s long-term automation platform vision across voice and future digital channels.

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

Nice To Haves

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

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