FSM, Product Manager

Overview

About The Team/Role 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.

• 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.

• 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:…