Lead Product Manager, Self Service

Flex is a growth-stage FinTech company headquartered in NYC, focused on creating the best rent payment experience. They are seeking a Lead Product Manager to own the Self-Service experience, driving member outcomes and business goals through a rigorous experimentation process and collaboration across various teams.

Responsibilities:

• Own the Self-Service domain end-to-end — outcomes, priorities, roadmap — including the evidence-based call on which member problems to prevent, which to solve directly, which to route, and through which channel
• Run a rigorous experimentation engine, from ideation to shipped test, to move retention, instant-resolution rate, and cost to serve
• Partner across Engineering, Design, Marketing, Member Support, and Housing as the directly responsible owner of Self-Service — you make the call and drive decisions to resolution rather than brokering consensus among stakeholders
• Inform Flex's broader member support strategy, including shaping how AI is used to expand and improve the support experience
• Use AI tools to materially compress your own discovery, spec, and iteration cycles

Requirements:

• 5+ years of consumer product management experience, operating at a senior or lead IC level
• Strong consumer growth instincts — you think in funnels, activation, and retention, and you've driven measurable growth through disciplined experimentation and worked directly in the data to read results and make the call
• Deep customer empathy, with a habit of shaping product direction from real member needs and friction
• A track record of 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 the 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 — and an eye for where AI can improve the Self-Service experience