SVP, Global Service Operations

Senior Vice President, Global Service Operations

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:

Strategic Leadership

• Develop and execute a comprehensive, global vision and operational strategy aligned with the companys 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.
• Bachelors 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. The base pay range represents the anticipated low and high end of the pay range for this position. Actual pay rates will vary and will be based on various factors, such as your qualifications, skills, competencies, and proficiency for the role. Base pay is one component of WEXs total compensation package. Most sales positions are eligible for commission under the terms of an applicable plan. Non-sales roles are typically eligible for a quarterly or annual bonus based on their role and applicable plan. WEXs comprehensive and market competitive benefits are designed to support your personal and professional well-being. Benefits include health, dental, and vision insurances, retirement savings plan, paid time off, health savings account, flexible spending accounts, life insurance, disability insurance, tuition reimbursement, and more. Pay Range: $270,000.00 - $360,000.00