CX Product Business Partner

About the role

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.

Responsibilities

• 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
• Product Partnership & Launch Ownership
• 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
• Post-Launch Monitoring, Feedback & Incident Response
• 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
• AI Workflow & Automation Ownership
• 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
• BPO Enablement
• 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
• What You Bring
• 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

Benefits

Additional Information

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. We're here to change that! Flex enables our users to pay rent throughout the month on a schedule that better fits their finances and budget. Our mission is to empower as many renters as possible with flexibility over their most significant recurring expense. After deliberately keeping a stealth profile as we built up unprecedented investor support and an enthusiastic user base, we are looking for motivated individuals to help us keep our mission growing. Will you be a part of the team?

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at flex? Share your experience