CX Product Business Partner
About the role
We are seeking a CX Product Business Partner (CXBP) to join our growing team. This role is not a support role but rather a strategic interface between Customer Success and Product, embedded directly in the product development lifecycle.
Responsibilities
PRD sign-off across every initiative in your product domain
Leverage 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
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, including conversational flow design, escalation logic, and routing rules
BPO Enablement: Build decision frameworks that empower BPO Team Leads to resolve issues without escalation, and align BPO readiness with launch timelines and post-launch changes
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
Experienced 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
Qualifications
Compensation: 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) 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. Please speak with your recruiter for additional information regarding the specific range for your location.
Tier 1 (NYC/Bay Area): $108,000—$135,000 USD
Benefits
Competitive medical, dental, and vision
Company equity
401(k) plan with company match
Unlimited paid time off + 13 company paid holidays
Parental leave
Free Flex subscription
Schedule
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.