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About the Role
The Consumer Protection Team (CPT) acts as the internal champion for the customer, setting the standard for excellence across the customer journey and driving tangible customer good. This role serves as the Head of CPT, reporting to the COO, and is responsible for maturing the team from reactive pain point remediation to proactive value creation. The position involves setting strategic priorities, defining success metrics, and building/managing the team to achieve targets. It collaborates with Product, Credit Risk, Marketing, Customer Success, and Legal & Compliance, influencing roadmaps and business decisions at all levels, including with executive leadership.
Responsibilities
- Own CPT’s strategy, including developing the team’s roadmap, operating priorities, and success metrics focused on customer benefit.
- Lead and develop a high-performing team, establishing the operating model and fostering talent growth.
- Design and build scalable reporting systems, frameworks, and processes to enhance CPT’s capabilities.
- Partner with senior leaders across the organization to set goals and policies aligned with CPT’s mandate.
- Identify and champion opportunities for Flex to deliver increased customer value.
- Spearhead high-priority CPT initiatives from problem definition and strategy through execution.
- Distill progress into executive-facing monthly memos and facilitate review meetings to drive decisions.
Requirements
- 10+ years of professional experience, preferably in management consulting, S&O, Biz Ops, or Chief of Staff roles at high-growth companies.
- Prior team leadership experience, including building and developing high-performing teams.
- Entrepreneurial mindset, comfortable with ambiguity and fast-paced 0-to-1 building.
- Ability to thrive in dynamic environments and maintain composure under competing priorities.
- Exceptional conceptual thinking skills, with the ability to transition between strategy and execution.
- Skilled at influencing senior leadership through substance and earning trust.
- Strong bias for action with meticulous attention to detail and a high standard for work quality.
- Excellent written and verbal communication skills, capable of distilling complexity into clear, executive-ready narratives.
- Highly analytical, with the ability to identify key metrics and rigorously analyze data.
- Demonstrated AI fluency, actively leveraging AI tools for analysis, workflow improvement, and decision-making.
- Genuine passion for customer advocacy and the company's mission.
Skills
- Strategy Development
- Team Leadership
- Process Design
- Cross-functional Collaboration
- Customer Advocacy
- Project Management
- Executive Communication
- Data Analysis
- AI Tool Utilization
Location
- New York Headquarters
- Remote (with on-site expectations)
Work Type
- Hybrid
Experience Level
- Senior Director
- 10+ years professional experience
Salary/Compensations
- $264,000—$330,000 USD (Tier 1 Markets)
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
- Relocation assistance program
About the Company
- Flex is a growth-stage FinTech company headquartered in New York City, focused on improving the rent payment experience for renters.
- The company empowers users to pay rent on a flexible schedule that fits their finances.
- Flex has significant investor support and an enthusiastic user base.
- The company is growing quickly but deliberately, with a focus on building an inclusive culture.
- Employees are located throughout the US, Australia, Canada, and South America.
Equal Opportunity
- Flex takes great pride in being an equal opportunity workplace.