The Flex

Director of Product Management, CS/AI

New York, NY; San Francisco, CA · Director · Full-time

Sponsorship not specified$248k-$310kDetected 5 days ago

Machine LearningLLMsAgentic AIProduct ManagementPRDsCRMCustomer Support

About the role

Flex is a growth-stage, NYC headquartered FinTech company that is creating the best rent payment experience.
It's hard to believe that it's 2026 and paying rent on time is expensive, inflexible, and difficult.
Flex enables our users to pay rent throughout the month on a schedule that better fits their finances and budget.

Own the strategy and outcomes for all things agentic.
Define and own the key metrics - customer resolution rate, automation rate, first contact resolution, and average handle time reduction for human agents - and drive the product decisions that move them.
Design the in-app customer support experience.
Own how bill payers discover, access, and navigate support inside the Flex app.
Build the agentic resolution platform.
Design the LLM-native orchestration layer for fully automated CS resolution - tool-calling agents, multi-step workflows, context-aware decision trees, and graceful fallback routing to human queues.
Define what actions agents can take (payment retries, balance corrections, account updates), what guardrails govern them, and how confidence thresholds drive escalation.
Own the customer intelligence layer.
Drive the interaction data model. Work with the data platform team to establish the interaction ledger, event schema, and feedback loops that make sustained intelligence improvements possible at scale.
Partner with the CS product PM who owns the agent-facing UX to define the underlying capability primitives: suggested responses, real-time context surfacing, post-contact summarization, and escalation briefing.

Ability to write PRDs for ML systems - feature engineering specs, model evaluation criteria, training data requirements, latency and accuracy tradeoffs.
Comfort owning outcomes, not just output.
You are not selecting vendors
you are ensuring the vendor layer is a composable component, not a constraint on what the agentic system can do.
Demonstrated 0-to-1 track record: you have taken an AI-powered capability from concept through launch in an ambiguous, resource-constrained environment.
Hands-on experience with LLM-native orchestration: tool-calling, multi-step agents, prompt engineering in production contexts, context and memory management.
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.

Experience in fintech, payments, or any domain where automated actions carry financial or compliance risk.
Prior exposure to contact center platforms, AI voice or chat vendors, or CRM integration patterns.

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) and Tier 3 (Salt Lake City) 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.
$248,000 - $310,000 USD
$210,800 - $263,500 USD

Competitive medical, dental, and vision
Company equity
Unlimited paid time off + 13 company paid holidays
Parental leave
Bonus: Experience in fintech, payments, or any domain where automated actions carry financial or compliance risk.

This includes intelligent channel routing - directing customers to the right channel (AI chat, voice, human escalation) based on issue type, history, and predicted resolution likelihood - as well as the in-app AI-driven interaction experience itself.
For full-time U.S. employees we offer:
For full-time non-U.S. employees, we offer:

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.

This listing is sourced directly from The Flex's careers page and normalized into a canonical job model.