About us
WEX is a global commerce platform helping businesses overcome operational complexities through solutions in fleet management, employee benefits, and streamlined payments. We are committed to fostering innovation and driving a culture of excellence within WEX Technology.
The Senior Manager of Technical Program Management for Customer & Enterprise Experience (C&EE) is a critical leadership role responsible for driving end-to-end outcomes for a complex portfolio of initiatives that align with the core C&EE vision. You will lead multiple Technical Program Managers (TPMs) and will contribute individually to initiatives focused on enhancing the WEX customer lifecycle—from sales and marketing to services and developer relations—to resolve pain points and improve the user journey.
This role requires modeling extreme ownership and expanding influence beyond immediate teams to drive consistency and quality across the operational value stream. Your role will be crucial in tackling systemic challenges within the C&EE portfolio, such as cross-team dependencies, unclear ownership, and the need for a clear, sustainable long-term delivery plan.
The Technical Program Management Office (TPMO) is a strategic function of the Technology Innovation & Strategic Operations (TISO) department within WEX. Our mission is to accelerate WEX’s product innovation velocity by optimizing how we deliver technology.
As part of the TPMO, you will work closely with Technology and Digital leadership to enable seamless execution of strategic priorities. We drive impact by aligning teams across departments, supporting proactive planning, risk mitigation, and cross-functional coordination to ensure successful delivery of critical initiatives. If you are passionate about systems thinking, innovation, and making technology delivery a competitive advantage, this team is for you.
For each of our lines of business and horizontals, you will drive technical delivery excellence for work that is prioritized.
How you’ll make an impact:
Strategic Planning and Portfolio Alignment:
Lead planning and prioritization for multiple TPM teams or a portfolio of initiatives within C&EE (including Marketing Automation, Sales, and Service organization enablement).
Translate high-level organizational objectives for the customer experience into tactical delivery roadmaps.
Facilitate collaboration and align priorities between Product, Engineering, and Business leaders to ensure efficient sequencing, particularly addressing noted challenges like competing priorities.
Monitor capacity utilization and proactively address resource imbalances across C&EE teams.
Governance and Delivery Execution:
Lead governance adherence across multiple C&EE TPM teams and programs, ensuring the consistent use of delivery frameworks, approval processes, and reporting mechanisms.
Facilitate operational reviews and contribute key delivery insights to business and technology governance forums.
Ensure TPMs are effectively managing dependencies and adjusting plans in response to the changing priorities inherent in complex enterprise programs.
Lead one or more major initiatives as an individual contributor TPM, modeling the behaviour desired for the team and utilizing WEX standard templates and aligned approach to developing detailed program plans, risk registers, dependency maps, and other program artifacts. Drive execution of the initiatives and surface and manage risks as appropriate.
Stakeholder Partnership and Influence:
Lead stakeholder management across multiple programs or portfolios within the C&EE operational value stream, building trusted partnerships with Business and Product leaders through transparency and consistent delivery.
Represent TPM teams in senior-level discussions, ensuring delivery perspectives are included in overall business planning for C&EE initiatives
Coach TPMs on effective communication, influencing, and conflict resolution strategies to anticipate and facilitate early resolution of stakeholder misalignment.
Team and Capability Development:
Promote consistent capability development across the team, partnering with HR and peers to identify skill gaps and implement targeted development plans.
Coach TPMs to build their leadership and performance management capability.
Lead performance management for your TPM team, ensuring the consistent application of standards and equitable feedback practices.
Identify high-potential talent and provide opportunities for stretch assignments and career growth, contributing to the evolution of the TPM competency model.
Risk Management and Resilience:
Oversee the identification and management of risks across multiple C&EE programs or portfolios, guiding TPMs in developing proactive mitigation strategies and escalation plans.
Analyze recurring risks to identify patterns and systemic delivery or capacity issues.
Partner as appropriate with senior stakeholders in Product, Engineering, and other leadership roles to address and mitigate risks.
Escalate significant or cross-portfolio risks to leadership, providing recommendations aligned with business outcomes.
Methods, Tools, and Process Optimization:
Promote consistent use of methods and tools across multiple C&EE teams or a value stream.
Lead process improvement discussions and identify opportunities to increase automation and efficiency.
Ensure reporting and dashboards are used effectively to drive decision-making and accountability, maintaining the visibility required to address key challenges.
Champion best practices through enablement sessions, playbooks, and forums, coaching TPMs to balance rigor and agility in tool usage.
Experience you'll bring:
Education: BS/BA Degree in technical/information science or a related field, or equivalent experience.
Experience: Senior experience as an individual contributor in technical program management overseeing key projects with a high degree of complexity and inter-dependent work. Senior experience managing and leading Technical Program Managers in a highly complex, deeply technical environment.
Technical Skills:
Deep understanding of the software development lifecycle (SDLC), including hands-on experience with various phases, and ability to work closely with engineering teams to ensure alignment with best practices.
Strong familiarity with technologies and processes associated with cloud infrastructure (AWS, Azure, or GCP).
Experience driving transformation initiatives that represent new ways of working for engineering teams.
Demonstrated expertise in at least one Agile methodology (e.g., Scrum).
Leadership and Communication: Proactive leadership, and confidence to drive results. Proven ability to motivate cross-functional teams. Model close partnership, with an emphasis on execution, collaboration, and empowerment. Excellent communication skills, both verbal and written.
Problem-Solving: Ability to anticipate risks and effectively mitigate them. If risks then become issues, solve these complex problems efficiently in partnership with Digital and Technology leadership. Analytical mindset with strong decision-making capabilities.
Preferred Qualifications:
Certifications: Relevant certifications (e.g., PMP, Agile Certified Practitioner).
Previous experience in FinTech or highly regulated environments.
Hands-on familiarity with tools like Jira, Confluence, Google Drive, etc.