The Flex
CX Product Business Partner
New York, NY · Full-time
Sponsorship not specified$108k-$135kDetected 5 days ago
Incident ResponseProject ManagementPRDsVendor ManagementCustomer Success
About the role
- It's the strategic interface between Customer Success and Product, embedded directly in the product development lifecycle.
- This is a high-accountability, highly visible role.
- PRD sign-off across every initiative in your product domain
Responsibilities
- Serve as the CS voice embedded with the PMs, designers, and engineers building Flex's consumer-facing products
- Define customer journeys, flag edge cases, and identify support risks before build begins
- Own the CS workstream end-to-end for launches in your domain: content, AI/chatbot workflows, Ops Dashboard changes, training, QA criteria, and BPO readiness
- Monitor ticket volume and themes post-launch; identify gaps in real time and drive rapid iteration
- Own the structured feedback loop from CS back to Product, synthesizing signals from tickets, bot conversations, Help Center activity, and in-app behavior
- Serve as the primary CS coordinator for incidents in your domain, owning the relationship with the assigned PM and engineering lead from identification through resolution
- For Sev 0/1 incidents, lead the full cross-functional CS response -- align stakeholders, communicate status, and ensure customer impact is actioned in real time
- Partner with the Executive Escalations team on remediation -- they own individual customer follow-up; you own the product and engineering coordination layer
- Own the AI/chatbot workflow layer within your domain: conversational flow design, escalation logic, and routing rules
- We are growing quickly, but deliberately, with a focus on building an inclusive culture.
Requirements
- 5+ years in customer experience, product operations, or CX strategy at a fintech, SaaS, or high-growth consumer company
- Demonstrated experience working directly with product and engineering teams -- holding them accountable, not just advising them
- If you are located outside of the cities listed below, your starting pay will be adjusted to align with the market conditions of your specific geographic zone.
Nice to have
- Experience with conversational AI or chatbot workflows is a strong plus
- Bias toward execution -- you ask "what's the fastest path to production?" before "what are all the options?"
- Clear, direct communicator who can represent CS in rooms where it typically has no voice
- Fintech or financial services experience strongly preferred
Compensation
- Flex takes a market-based approach to pay, ensuring compensation is commensurate with a candidate's experience and our internal leveling guidelines.
- For candidates located in our Tier 1 (NYC/Bay Area) markets, the base salary pay range for this role is below.
- Flex utilizes a geographic pay differential based on a cost of labor index.
- If you are located outside of the cities listed below, your starting pay will be adjusted to align with the market conditions of your specific geographic zone.
- $108,000 - $135,000 USD
Benefits
- Competitive medical, dental, and vision
- Company equity
- Unlimited paid time off + 13 company paid holidays
- Parental leave
Company info
- For full-time U.S. employees we offer:
- For full-time non-U.S. employees, we offer:
Equal opportunity
- Our dynamic team has incredible perspectives to share, just as we know you do, and we take great pride in being an equal opportunity workplace.
- equal opportunity workplace.
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This listing is sourced directly from The Flex's careers page and normalized into a canonical job model.