SVP, Global Service Operations

Position Summary

WEX is an innovative payments and technology company leading the way in a rapidly changing environment. Our goal is to simplify the business of running a business for our customers and free them to spend more time, with less worry, on the things they love. We are on a journey to build a unified, world class user experience across our products and services and leverage customer driven innovation to power our growth and strategic initiatives.

WEX is seeking a dynamic Senior Vice President to lead our Global Service Operations function. This strategic leader will be responsible for.

Primary responsibilities are as follows:

Strategic Leadership:

• Develop and execute a comprehensive, global vision and operational strategy aligned with the company's overall business goals and growth trajectory.

• Identify and implement opportunities to improve operational efficiency, effectiveness, scalability and the customer experience across all service and back office functions working closely with COOs, CDO and CTO.

• Drive innovation and implement best practices in operational processes and technology.

• Oversee the development and implementation of operational policies and procedures.

Call Center:

• Lead and manage the global call center operations, ensuring exceptional customer service and support.

• Partner with GMs to determine efficiency / customization tradeoffs by line of business and customer segment.

• Set performance metrics and service level agreements (SLAs) for the call center.

• Monitor call center performance, identify areas for improvement and implement corrective actions.

• Oversee call center workforce planning, recruitment, training, and development.

• Partner with and drive accountability in third party providers

• Implement and maintain call center technology and infrastructure.

Customer Onboarding & Implementation:

• Design and implement efficient and compliant customer onboarding processes.

• Ensure timely and effective onboarding support for new customers that meets service level expectations and drives customer satisfaction.

• Collaborate with other departments to streamline onboarding workflows.

• Monitor onboarding metrics and identify areas for optimization.

Customer Account Service:

• Provide account management to all lines of business working closely with sales representatives to understand and resolve customers' problems.

• Collaborate with other departments to find timely solutions.

• Provide strategic partnership and technical subject matter expertise in both customer-facing engagements and internal cross-functional collaborations.

• Suggest improvements to processes and workflows for service delivery.

Operational Excellence throughout GSO:

• Oversee other critical operational functions such as claims management, fulfillment, client configuration and vendor management.

• Identify and implement process improvements to enhance efficiency, productivity and customer experience.

• Develop and maintain strong relationships with key vendors and partners.

• Ensure compliance with all relevant financial regulations and industry standards.

Team Leadership & Development:

• Build, lead, and motivate high-performing operational teams.

• Foster a culture of collaboration, accountability, and continuous improvement.

• Foster a culture of process excellence, use of automation and AI where appropriate.

• Provide coaching and mentorship to develop talent within the operations organization.

Budget & Resource Management:

• Develop and manage the operational budget.

• Optimize resource allocation to maximize efficiency and effectiveness.

• Track and analyze operational costs and capital expenditure.

Qualifications for Consideration

• Preferred 15+ years of experience in payments / financial services, in a dynamic, fast-paced and customer oriented B2B environment

• Bachelor's degree in a relevant field; an MBA or advanced degree is a plus

• Strong business acumen with a customer-centric approach

• Demonstrate and drive a culture of bias for experimentation and leveraging critical thinking skills to analyze complex problems and develop innovative solutions

• Exceptional leadership, communication, and relationship management skills

• Proven track record of successfully leading and scaling large operational teams in a fast-paced environment

• Deep understanding of call center operations, customer onboarding processes, and other key operational functions

• Experience in outsourcing partnerships

• Strong knowledge of financial services regulations and compliance requirements

• Excellent leadership, communication, interpersonal, and problem-solving skills

• Experience with process improvement methodologies (e.g., Lean, Six Sigma)

• Strong analytical and data-driven decision-making skills

• Ability to work collaboratively across functions and influence stakeholders at all levels

• Position location in Portland, Maine or a WEX Hub with 10-20% possible travel

These statements are intended to describe the general nature and level of work being performed rather than give an exhaustive list of all duties and responsibilities.