Lead Product Manager, Self Service

Flex, a growth-stage FinTech company, is seeking a Lead Product Manager to own the end-to-end Self-Service experience. This role focuses on improving member journeys, reducing support costs, and driving retention through data-driven experimentation and AI integration. You will be responsible for the product roadmap, prioritization, and outcomes, directly impacting key business goals and reporting to senior leadership.

• Own the Self-Service domain end-to-end, including problem prevention, direct resolution, and routing strategies
• Drive retention, instant-resolution rate, and cost to serve through rigorous experimentation
• Partner across Engineering, Design, Marketing, and Member Support to make key product decisions
• Inform broader member support strategy and AI integration for improved experiences
• Utilize AI tools to accelerate product discovery, spec writing, and iteration cycles
• Operate with 4+ years of consumer product management experience at a senior or lead IC level