Director of Product Management, CS/AI

Responsibilities

• Own the strategy and outcomes for the agentic customer support stack, including automated resolution and intelligent routing
• Design the in-app customer support experience to maximize self-resolution
• Build the agentic resolution platform, including LLM-native orchestration and tool-calling agents
• Own the customer intelligence layer by writing PRDs for ML-driven capabilities like intent classification and proactive issue detection
• Drive the interaction data model and establish feedback loops for intelligence improvements
• Define the vendor integration product layer for AI voice and chat vendors
• Enable AI assist capabilities for human agents, such as suggested responses and real-time context surfacing
• Set the architecture direction through decision records and strategy memos

Requirements

• 6+ years of product management experience
• 2+ years working directly on AI, ML, or agentic systems in production
• Proven 0-to-1 track record of launching AI-powered capabilities
• Experience owning end-to-end customer-facing AI experiences
• Ability to write technical PRDs for ML systems, including feature engineering and model evaluation criteria
• Hands-on experience with LLM-native orchestration, tool-calling, and prompt engineering
• Strong judgment regarding LLM reasoning versus deterministic rules
• Excellent written communication skills

Preferred Qualifications

• Experience in fintech or payments
• Experience with automated actions involving financial or compliance risk
• Prior exposure to contact center platforms or CRM integration patterns

Benefits

• Competitive medical, dental, and vision
• Company equity
• 401(k) plan with company match
• Unlimited paid time off plus 13 company paid holidays
• Parental leave
• Free Flex subscription

About the Company

Flex is a growth-stage FinTech company creating a better rent payment experience by enabling users to pay rent on a schedule that fits their finances and budget.