Lead Product Manager, Self Service

Overview

Flex is a growth‑stage FinTech company headquartered in New York City. We’re transforming rent payment by enabling renters to pay throughout the month on a schedule that fits their finances. Our mission is to empower as many renters as possible with flexibility over their most significant recurring expense.
About the Role

We are hiring a Lead Product Manager to own our Self‑Service experience—the product surface closest to our members’ end‑to‑end journey. This PM will live inside the full consumer flow: understanding every step a member takes in‑product, identifying friction, and solving member problems before they reach support. The role owns the Self‑Service domain: roadmap, prioritization, outcomes, and must connect performance directly to Flex’s top‑level business goals. Success is measured in member and business outcomes, such as more needs prevented or resolved instantly without a human in the loop, leading to lower cost to serve and stronger retention.
The Lead PM will run a rigorous experimentation engine, act as the decision‑maker even when consensus isn’t immediate, and report to the Senior Director of Product, Member Health. The position also involves representing the product area to senior leadership, including the CEO, COO, VP of Customer Support, and GM of Housing.
What You’ll Do

Own the Self‑Service domain end‑to‑end—outcomes, priorities, roadmap, and the evidence‑based call on which member problems to prevent, solve directly, or route.
Run a rigorous experimentation engine—from ideation to shipped test—to drive retention, instant‑resolution rate, and cost‑to‑serve improvements.
Partner across Engineering, Design, Marketing, Member Support, and Housing as the directly responsible owner of Self‑Service, making decisive calls rather than brokering consensus.
Inform Flex’s broader member support strategy, shaping how AI is used to expand and improve the support experience.
Use AI tools to compress discovery, specification, and iteration cycles.
What You’ll Bring

5+ years of consumer product management experience at a senior or lead individual contributor level.
Strong consumer growth instincts—experienced in funnels, activation, and retention with measurable growth through disciplined experimentation.
Deep customer empathy and a habit of shaping product direction from real member needs and friction.
Track record owning a product or domain end to end, setting vision and strategy, translating it into multi‑quarter roadmaps, and being accountable for measurable business and member outcomes.
Comfort as a decision‑maker—driving to a call rather than waiting for consensus, influencing across engineering, support, and housing, and engaging senior and executive stakeholders directly.
Fluency with AI tools to accelerate discovery, spec writing, and research, with an eye for where AI can improve the Self‑Service experience.
Compensation

Flex takes a market‑based approach to pay. Compensation varies by location, aligned with experience, qualifications, and internal leveling guidelines. For Tier 1 (NYC/Bay Area) the base salary range is $216,000—$270,000 USD; for Tier 3 (Salt Lake City) it is $183,600—$229,500 USD. All other U.S. locations receive a geographic pay differential based on a cost‑of‑labor index. Non‑U.S. employees receive competitive compensation and company equity.
Benefits

Competitive medical, dental, and vision
Company equity
401(k) plan with company match
Unlimited paid time off + 13 company paid holidays
Parental leave
Flex Cares Program: Non‑profit company match + pet adoption coverage
Free Flex subscription
Life at Flex

We value a diverse team of highly intelligent, curious, determined, empathetic, and self‑aware people. Flex is an equal‑opportunity workplace. Our headquarters are in New York City, with employees across the U.S., Australia, Canada, and South America. Roles posted in New York, San Francisco, and Salt Lake City are hybrid positions with an on‑site expectation of 2‑3 days per week. Candidates outside these areas may be eligible for a relocation assistance program.

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