Product and Merchant Operations Account Manager
WFA Digital Insight
The demand for skilled product and merchant operations professionals has grown significantly in the past year, with a 25% increase in job postings. As the remote job market continues to evolve, companies like wex are looking for experts who can drive operational excellence and inform product strategy. With the rise of digital payments and fuel savings platforms, this role is critical in ensuring seamless transactions and merchant network performance. Candidates should have a strong background in Excel, operational management, and a keen understanding of the payments industry. Before applying, it's essential to research wex's innovative approach to fuel savings and payments and be prepared to discuss how your skills can contribute to their mission.
Job Description
About the Role
The Product and Merchant Operations Account Manager plays a vital role in ensuring the seamless operation of wex's fuel savings and payments platform. As a critical member of the team, you will be responsible for onboarding new merchants, managing merchant networks, and driving product performance. Your expertise will inform product strategy, and you will work closely with cross-functional teams to identify and resolve issues.The success of this role is crucial to wex's mission to provide a leading fuel savings and payments platform for owner-operators and small fleets. As the company continues to grow and expand its merchant network, your skills and experience will be essential in driving operational excellence and scalability.
In this role, you will be part of a dynamic team that values collaboration, innovation, and customer satisfaction. Your day-to-day activities will include managing merchant onboarding, monitoring merchant-level performance, and driving proactive improvements. You will also work closely with product managers to shape roadmap priorities based on real-world usage and pain points.
What You Will Do
- Lead onboarding and activation of new wex merchant partners and networks
- Own ongoing merchant support, including issue resolution, communication, and performance management
- Monitor merchant-level performance and drive proactive improvements
- Act as the operational point of contact for product performance in-market
- Triage and prioritize issues in partnership with SRE and Engineering teams
- Leverage transaction data, logs, and real-time signals to diagnose and resolve issues quickly
- Establish repeatable processes and tooling to improve speed and quality of issue resolution
- Translate operational insights into actionable product inputs
- Support execution rhythms to ensure operational learnings turn into delivered outcomes
- Provide operational support for wex pricing, including discount validation, issue resolution, and optimization
- Support execution and scaling of value-added services
What We Are Looking For
- 3+ years of experience in product and merchant operations, or a related field
- Strong background in Excel and data analysis
- Excellent communication and project management skills
- Ability to work in a fast-paced environment and prioritize multiple tasks
- Experience with merchant onboarding, support, and performance management
- Knowledge of payment processing and fuel savings platforms
- Strong analytical and problem-solving skills
- Ability to collaborate with cross-functional teams
- Experience with process improvement and scalability
Nice to Have
- Experience with SRE and Engineering teams
- Knowledge of Agile development methodologies
- Familiarity with data visualization tools and techniques
- Experience with machine learning and artificial intelligence
Benefits and Perks
- Competitive salary and benefits package
- Opportunities for career growth and professional development
- Collaborative and dynamic work environment
- Flexible work arrangements, including remote work options
- Access to cutting-edge technology and tools
- Comprehensive health insurance and retirement savings plan
- Paid time off and holidays
- Professional development opportunities and training programs
- Recognition and reward programs for outstanding performance
How to Stand Out
- Develop a strong understanding of wex's fuel savings and payments platform and be prepared to discuss how your skills can contribute to their mission.
- Showcase your experience with merchant onboarding, support, and performance management in your application and during the interview process.
- Highlight your analytical and problem-solving skills, and be prepared to provide examples of how you have driven operational excellence in previous roles.
- Research the company culture and values, and be prepared to discuss how you can contribute to a collaborative and dynamic work environment.
- Be prepared to discuss your experience with data analysis and Excel, and how you can leverage these skills to inform product strategy and drive operational improvements.
- Consider creating a portfolio or case study that showcases your skills and experience in product and merchant operations, and be prepared to discuss this during the interview process.
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