CX Product Business Partner

Flex•New York, NY

7d•$108,000 - $135,000•Hybrid

About The Position

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.

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
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
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

Nice To Haves

Experience with conversational AI or chatbot workflows is a strong plus
Fintech or financial services experience strongly preferred

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
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