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Salary: USD 264,000 - 330,000 / annual
Flex is a growth-stage fintech company headquartered in NYC that is transforming rent payments by enabling users to pay throughout the month on a flexible schedule that fits their finances. The company is seeking a Senior Director to lead and scale the Consumer Protection Team (CPT), which serves as the internal champion for customers and sets the standard for excellence across the customer journey.
In this role, you will report directly to the COO and own the strategic evolution of CPT from reactive problem remediation to proactive value creation. You will develop the team's roadmap, operating priorities, and success metrics centered on customer benefit. Key responsibilities include:
- Developing and managing a high-performing team, setting the operating model and fostering talent development
- Designing reporting systems, frameworks, and processes that scale CPT's capabilities
- Partnering with senior leaders across Product, Credit Risk, Marketing, Customer Success, and Legal & Compliance to set goals and policies aligned with CPT's mandate
- Identifying and championing opportunities for Flex to deliver greater customer value
- Leading high-priority initiatives end-to-end from problem definition through execution
- Distilling progress into executive-facing monthly memos and facilitating review meetings that drive organizational decision-making
This is a hybrid role based in New York with expectations of 3 days per week on-site at Flex's NYC headquarters. Relocation assistance is available for candidates outside the NY/NJ area.
The role sits at the intersection of strategy and operations, requiring someone who can move fluidly between big-picture thinking and tactical execution, influence senior leadership, and drive outsized impact in a fast-moving fintech environment serving customers' most critical expenses.
QUALIFICATIONS:
- 10+ years of professional experience, ideally in management consulting, Strategy & Operations, Business Operations, or Chief of Staff roles at high-growth companies
- Prior team leadership experience: demonstrated ability to build and develop high-performing teams with genuine ownership over people's growth
- Entrepreneurial mindset energized by ambiguity and 0-to-1 building
- Ability to thrive in fast-paced, dynamic environments while maintaining composure amid competing priorities
- Exceptional conceptual thinking with ability to move from strategy to execution and make amorphous problems tractable ("fog sculpting")
- Skilled at influencing up: bringing right conversations to leadership, pushing back when needed, earning trust through substance
- Strong bias for action paired with obsessive attention to detail and high bar for work quality
- Excellent written and verbal communication; ability to distill complexity into clear, executive-ready narratives
- Exceptionally analytical with adept ability to identify right metrics and rigorously interrogate data independently and through others
- Demonstrated AI fluency: actively leverage AI tools to accelerate analysis, improve team workflows, and drive better decisions; set the standard for team AI usage
- Genuine passion for doing right by customers and commitment to Flex's mission
