Product Manager III, Omnichannel Customer Communications

Product Manager III, Omnichannel Customer Communications page is loaded## Product Manager III, Omnichannel Customer Communications locations:
US - Remote time type:
Full time posted on:
Posted Yesterday job requisition :
R20227

This is a remote position; however, the candidate must reside within 30 miles of one of the following locations:
Portland ME, Chicago IL, Boston MA, Washington DC, Dallas TX, San Jose CA, Seattle WA, or New York City NY.##
** About the Role
** 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.##

How You’ll Make an Impact* ### 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.### Experience You’ll Bring
* 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.

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