Product and Merchant Operations Account Manager
10-4 Product & Merchant Operations | Account Manager 10-4 is building the leading fuel savings and payments platform for owner-operators and small fleets. This role is critical to ensuring that platform works seamlessly—every transaction, every merchant, every time. About the Role/team We are looking for a Product & Merchant Operations Account Manager to own the operational performance of the 10-4 platform. This role sits at the intersection of merchant onboarding, product performance, and operational execution. You will be responsible for ensuring our merchant network is fully enabled, our product is performing as expected in the field, and that insights from day-to-day operations directly inform product strategy. You will partner closely with Product, Engineering (SRE), and Merchant teams to identify issues, drive resolution, and continuously improve the 10-4 experience for both drivers and merchants. How you'll make an impact Merchant Operations & Network Performance 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 Product Performance & Issue Triage 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 Product Strategy & Feedback Loop 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 Pricing & Value-Added Services Support 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 Operational Excellence & Enablement 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 What Success Looks Like High merchant uptime and strong transaction success rates across the network Fast, effective resolution of product and merchant issues Clear, consistent feedback loop from operations → product → improved customer experience Scalable processes that support rapid growth in merchants, users, and transactions Why This Role Matters This role owns the operational engine behind 10-4. You are ensuring that what we build actually works in the real world—and gets better every day. 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 WEX's 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. WEX's 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. For more information, check out the "About Us" section. Pay Range: $86,100.00 - $116,000.00