Senior Manager, Strategy & Operations - Customer Success

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 2024 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?

About the Role

The Strategy & Operations team serves as the “API” through which company strategy, ways of working, and culture are transmitted to our departments. Your responsibilities will span both departmental strategy and operations, including framework development, project planning, financial modeling, research, and analysis. This role positions you at the very heart of the business, collaborating closely with Strategy & Operations peers, as well as with company and departmental leadership. This is an exceptional opportunity for a gritty, entrepreneurial problem solver able to toggle between strategy and execution. This role will provide frequent exposure to Flex Founders and Executive Team, giving hands-on experience of what it takes to lead and operate a world-class consumer fintech. 

As the Strategy & Operations lead deployed to our Customer Success organization, you’ll help drive the transformation of Flex’s customer-facing support strategy, processes, and technologies.  You will work in close partnership with our VP of Customer Success—as well as colleagues in Product, Analytics, and Consumer Protection—to ensure we’re executing with urgency against our roadmap and constantly raising the bar for the customer experience. You’ll be joining a winning team with an incredible culture and commitment to our customers. Successful Strategy & Operations team members will have the opportunity to rotate into other departments or special projects after their first year. 

This is a hybrid position with on-site expectations of 3 days per week in our New York Headquarters. For candidates outside of the NY/NJ area, you may be eligible for our relocation assistance program.

What You’ll Do

• Partner with your department leader (VP of Customer Success) to set long-range strategy and translate it into tangible near-term goals and frameworks that ensure tight execution
• Manage a diverse portfolio of projects (e.g., AI strategy, ‘CS as a Service’), adapting rapidly to shifting priorities 
• Own and evolve our foundational forecasting models (e.g., ticket projections, capacity management, queue estimates) to ensure we’re staffed to meet/exceed our response speed and quality targets 
• Build a robust understanding of the drivers of CSAT through analysis of large data sets (e.g., tickets, app store reviews) and qualitative insight (e.g., policy docs, user experience flows, customer interviews, competitive intel)
• Continuously improve processes, streamline collaboration, and identify ways to proactively optimize costs
• Review, design, and help drive improvements to team structure to address knowledge and skill gaps in view of business needs
• Distill progress into executive-facing monthly memos, facilitating the review meetings to ensure the right strategic conversations are had
• Communicate effectively with senior stakeholders, navigating complex problem sets with agility
• Operate at top-decile levels of speed and productivity, dealing constructively with pressure and debate

Who You Are

• Ideally 5+ years of relevant work experience (e.g., investment banking, management consulting, start-up role in strategy, strategic finance, biz ops, or chief of staff function) 
• Direct work (or advisory experience) with a high-growth tech/fintech company preferred
• Entrepreneurial; finds the messiness of 0-to-1 building exhilarating 
• Strong conceptual facility; extremely fast thinker
• Comfort “fog sculpting,” making amorphous projects tractable 
• Well honed interpersonal skills; able to drive results through others without compromising relationships and rapport
• Ability to thrive in a fast-paced (and at times chaotic) environment 
• Strong bias for action 
• Obsessive attention to detail; high bar for your own work product 
• Superior communication skills (e.g., memos, meeting facilitation)
• Advanced financial modeling skills (e.g., cohorts, waterfalls)
• Experience with SQL and Sigma preferred 

The compensation