Lead Product Manager, Self Service

Flex is hiring a Lead Product Manager to own our Self-Service experience — the product surface closest to our members' end-to-end journey. This is the PM who lives inside the full consumer flow: you'll understand every step a member takes in-product, where friction shows up, and how we solve member problems before they reach support. You'll own the Self-Service domain outright — roadmap, prioritization, and outcomes — and connect that product's performance directly to Flex's top-level business goals.

Success here is measured in member and business outcomes: more needs prevented or resolved instantly without a human in the loop, leading to lower cost to serve and stronger retention. You'll own the data-backed point of view on which problems we prevent, which we solve directly, and which we route for follow-up — and tie each to a number on the company scorecard. You'll run a fast, rigorous experimentation engine, moving from ideation to full experimentation with discipline, and you'll act as the decision-maker even when consensus isn't immediate. You'll report to the Senior Director of Product, Member Health, and hold the final call on the Self-Service roadmap. You'll represent your product area directly to our CEO, COO, VP of Customer Support, and GM of Housing — so your work is seen, and owned, at the top of the company.

Beyond the product surface itself, you'll help shape Flex's broader member health strategy as we build out our AI efforts. You'll sit closer to the member than anyone at Flex — so the hardest problems in the consumer experience are yours to own, and the retention wins that come from solving them are yours to unlock

• →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.

• 4+ 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

We understand that it takes a diverse team of highly intelligent, curious, determined, empathetic, and self aware people to grow a successful company. Our HQ is located in New York City, but we have employees located throughout the US, Australia, Canada and South America. We are growing quickly, but deliberately, with a focus on building an inclusive culture. Our dynamic team has incredible perspectives to share, just as we know you do, and we take great pride in being an equal opportunity workplace.

Roles posted in New York, San Francisco, and Salt Lake City are hybrid positions with on-site expectations of 2-3 days per week in our local offices. For candidates outside of these areas, you may be eligible for our relocation assistance program.