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 

• Champion and execute a customer-centric strategy for APAC, aligned with global business goals.
   

• Design scalable, tech-enabled service models that support growth and product innovation.
   

• Leverage analytics and KPIs to drive continuous improvement in customer experience and operational performance.
   

• Influence decision-making across business units and represent customer operations at the highest levels.
   

• Lead strategic initiatives around compliance, risk management, and business continuity.

Tactical & Operational Execution 

• Oversee daily operations of multi-functional call centre teams across the region.
   

• Lead, mentor, and develop team managers and agents to drive service excellence and engagement.
   

• Identify and implement workflow improvements and ensure quality assurance.
   

• Manage call centre technologies and reporting tools to optimize efficiency and insights.
   

Transactional Execution 

• Maintain documentation and knowledge bases that support team training and operational consistency.
   

• Provide accurate, actionable reporting to meet business and regulatory requirements.

What You Bring

• 7+ years of experience in customer service or operations, ideally within the payments, fintech, or financial services industry.
   

• At least 3 years in a senior leadership or team management role.
   

• Proven success in leading large-scale teams in omnichannel environments (voice, digital, chat, etc.).
   

• Expertise in customer experience strategy, performance management, and process improvement (Lean/Six Sigma a plus).
   

• Strong financial acumen with experience managing budgets and resource allocation.
   

• Hands-on experience with tools such as ACD, CRM, WFM systems, and data visualization platforms.
   

• 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:

• A dynamic, inclusive culture that values innovation and collaboration.
   

• Competitive salary and benefits.
   

• Opportunities to grow your career globally.
   

• 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