CX Product Business Partner

We're building a new function at Flex: the CX Product Business Partner (CXBP). This is not a support role. It's the strategic interface between Customer Success and Product, embedded directly in the product development lifecycle.

CXBPs are domain-based owners -- aligned to specific product verticals within the Flex ecosystem -- responsible for ensuring every feature is designed with real customer scenarios in mind, operationally ready at launch, and continuously improved post-launch.

This is a high-accountability, highly visible role. You'll have PRD sign-off authority, a seat at the table in product planning, and ownership over the feedback loops that drive continuous improvement -- including the AI and chatbot workflows that increasingly handle customer interactions at scale.

• PRD sign-off across every initiative in your product domain
• Launch readiness -- ensuring CS content, AI workflows, training, QA, and BPO enablement are complete before anything ships
• Post-launch feedback loops -- synthesizing ticket trends, bot conversations, and in-app signals into actionable product recommendations
• AI workflow ownership -- conversational flow design, escalation logic, and routing rules within your domain
• Incident coordination -- leading the CS response for Sev 0/1 incidents from first identification through resolution

• Serve as the CS voice embedded with the PMs, designers, and engineers building Flex's consumer-facing products
• Participate in PRD development for every initiative in your domain -- your sign-off is required before approval
• 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
• Evaluate readiness to move from pilot to GA based on operational signals: ticket trends, customer confusion, and stability metrics

• 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
• Partner with AI Content and CS Tools & Tech to ensure bot workflows reflect current product behavior and policy
• Use AI tools to accelerate your own work -- synthesizing ticket data, drafting PRD feedback, analyzing trends, and building decision frameworks for BPO teams
• Continuously identify where better AI coverage can reduce avoidable contacts and improve containment

• Build decision frameworks that empower BPO Team Leads to resolve issues without escalation
• Partner with Vendor Management and Quality to align BPO readiness with launch timelines and post-launch changes

• 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
• Deeply data fluent: you pull and present support data to build a case, and you know the difference between a trend and noise
• Fluent in the product development lifecycle: PRDs, sprints, launch readiness, and post-launch monitoring
• Strong cross-functional project manager -- you can hold PMs, engineers, trainers, QA, and BPO partners to a shared timeline without formal authority
• Demonstrated AI fluency and a point of view on where automation creates real leverage versus where human judgment is irreplaceable
• 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

We understand that it takes a diverse team of highly intelligent, curious, determined, empathetic, and self aware people to grow a successful company. Our HQ is located in New York City, but we have employees located throughout the US, Australia, Canada and South America. We are growing quickly, but deliberately, with a focus on building an inclusive culture. 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.

Roles posted in New York, San Francisco, and Salt Lake City are hybrid positions with on-site expectations of 2-3 days per week in our local offices. For candidates outside of these areas, you may be eligible for our relocation assistance program.