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.

What You'll Own

• 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

What You'll Do

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 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