Product and Merchant Operations Account Manager

WEX is building the leading fuel savings and payments platform for owner-operators and small fleets, and they are seeking a Product & Merchant Operations Account Manager. This role is critical for ensuring operational performance, driving merchant onboarding, and translating insights into actionable product strategy.

Responsibilities:

• Lead onboarding and activation of new 10-4 merchant partners and networks
• Own ongoing merchant support, including issue resolution, communication, and performance management
• Monitor merchant-level performance (e.g., authorization success, pump-level errors) and drive proactive improvements
• Build scalable processes for merchant engagement, issue tracking, and long-term remediation
• Act as the operational point of contact for product performance in-market
• Triage and prioritize issues in partnership with SRE and Engineering teams to ensure platform reliability
• 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 (merchant issues, driver friction, failure points) into actionable product inputs
• Partner with Product Managers to shape roadmap priorities based on real-world usage and pain points
• Support execution rhythms (tickets, backlog grooming, Kanban flow) to ensure operational learnings turn into delivered outcomes
• Provide operational support for 10-4 pricing, including discount validation, issue resolution, and optimization
• Support execution and scaling of value-added services (e.g., tires, factoring, referrals)
• Help ensure pricing accuracy, consistency, and performance across the network
• Build and scale processes, documentation, and training to support internal teams and merchant partners
• Improve visibility into platform health, merchant performance, and operational KPIs
• Drive continuous improvement in how we operate, support, and scale the 10-4 platform

Requirements:

• Experience in merchant onboarding and activation
• Strong problem-solving skills to resolve merchant issues
• Ability to monitor and drive improvements in merchant-level performance
• Experience in building scalable processes for merchant engagement and issue tracking
• Operational experience in product performance management
• Ability to triage and prioritize issues in partnership with engineering teams
• Experience leveraging transaction data and logs for issue diagnosis
• Ability to establish repeatable processes for issue resolution
• Experience translating operational insights into actionable product inputs
• Ability to partner with product managers to shape roadmap priorities
• Experience supporting execution rhythms for operational learnings
• Operational support experience for pricing and value-added services
• Ability to ensure pricing accuracy and performance across the network
• Experience in building and scaling processes and documentation
• Ability to improve visibility into platform health and operational KPIs
• Strong focus on continuous improvement in operational processes