Senior Manager Customer Service and Operations

Senior Manager Customer Service and Operations

Ready to lead the charge in shaping the future of customer experience across the APAC region?

At WEX, we're on a mission to transform the way businesses move and manage their operations. We’re seeking a Senior Manager, Customer Service & Operations to take the reins of our high-performing call centre teams and redefine service excellence in an omnichannel environment.

The Opportunity

As a key leader in our APAC operations, you’ll be responsible for driving customer experience strategy, leading day-to-day operations, and building scalable, future-ready service delivery models. You'll lead frontline and specialist teams supporting both WEX and partner card programs—handling everything from first-touch support to complex, high-stakes inquiries.

This is a role for a forward-thinking strategist who’s just as comfortable mentoring teams as they are analyzing data, optimizing processes, and influencing senior stakeholders.

What You’ll Be Doing

Strategic Leadership

1. Champion and execute a customer-centric strategy for APAC, aligned with global business goals.
2. Design scalable, tech-enabled service models that support growth and product innovation.
3. Leverage analytics and KPIs to drive continuous improvement in customer experience and operational performance.
4. Influence decision-making across business units and represent customer operations at the highest levels.
5. Lead strategic initiatives around compliance, risk management, and business continuity.

Tactical & Operational Execution

1. Oversee daily operations of multi-functional call centre teams across the region.
2. Lead, mentor, and develop team managers and agents to drive service excellence and engagement.
3. Identify and implement workflow improvements and ensure quality assurance.
4. Manage call centre technologies and reporting tools to optimize efficiency and insights.

Transactional Execution

1. Maintain documentation and knowledge bases that support team training and operational consistency.
2. Provide accurate, actionable reporting to meet business and regulatory requirements.

What You Bring

1. 7+ years of experience in customer service or operations, ideally within the payments, fintech, or financial services industry.
2. At least 3 years in a senior leadership or team management role.
3. Proven success in leading large-scale teams in omnichannel environments (voice, digital, chat, etc.).
4. Expertise in customer experience strategy, performance management, and process improvement (Lean/Six Sigma a plus).
5. Strong financial acumen with experience managing budgets and resource allocation.
6. Hands-on experience with tools such as ACD, CRM, WFM systems, and data visualization platforms.
7. A passion for transformational leadership, talent development, and delivering world-class customer service.

Why WEX?

At WEX, we’re creating a place where great people want to work. You’ll find:

1. A dynamic, inclusive culture that values innovation and collaboration.
2. Competitive salary and benefits.
3. Opportunities to grow your career globally.
4. The chance to make a real impact on customer experience at scale.

Apply now and bring your vision, leadership, and passion for customer excellence to WEX.