Senior Manager of Strategy & Operations, Flex
Customer Success
$176-213k
+ Company equity
More information about location
3 days a week in office
Flexible rent payment application
Job no longer available
Flexible rent payment application
501-1000 employees
Job no longer available
$176-213k
+ Company equity
More information about location
3 days a week in office
501-1000 employees
Company mission
To help people pay for the things that matter most.
Role
Who you are
- This is an exceptional opportunity for a gritty, entrepreneurial problem solver able to toggle between strategy and execution
- Ideally 5+ years of relevant work experience (e.g., investment banking, management consulting, start-up role in strategy, strategic finance, biz ops, or chief of staff function)
- Direct work (or advisory experience) with a high-growth tech/fintech company preferred
- Entrepreneurial; finds the messiness of 0-to-1 building exhilarating
- Strong conceptual facility; extremely fast thinker
- Comfort “fog sculpting,” making amorphous projects tractable
- Well honed interpersonal skills; able to drive results through others without compromising relationships and rapport
- Ability to thrive in a fast-paced (and at times chaotic) environment
- Strong bias for action
- Obsessive attention to detail; high bar for your own work product
- Superior communication skills (e.g., memos, meeting facilitation)
- Advanced financial modeling skills (e.g., cohorts, waterfalls)
- Experience with SQL and Sigma preferred
What the job involves
- The Strategy & Operations team serves as the “API” through which company strategy, ways of working, and culture are transmitted to our departments
- Your responsibilities will span both departmental strategy and operations, including framework development, project planning, financial modeling, research, and analysis
- This role positions you at the very heart of the business, collaborating closely with Strategy & Operations peers, as well as with company and departmental leadership
- This role will provide frequent exposure to Flex Founders and Executive Team, giving hands-on experience of what it takes to lead and operate a world-class consumer fintech
- As the Strategy & Operations lead deployed to our Customer Success organization, you’ll help drive the transformation of Flex’s customer-facing support strategy, processes, and technologies
- You will work in close partnership with our VP of Customer Success—as well as colleagues in Product, Analytics, and Consumer Protection—to ensure we’re executing with urgency against our roadmap and constantly raising the bar for the customer experience
- You’ll be joining a winning team with an incredible culture and commitment to our customers. Successful Strategy & Operations team members will have the opportunity to rotate into other departments or special projects after their first year
- Partner with your department leader (VP of Customer Success) to set long-range strategy and translate it into tangible near-term goals and frameworks that ensure tight execution
- Manage a diverse portfolio of projects (e.g., AI strategy, ‘CS as a Service’), adapting rapidly to shifting priorities
- Own and evolve our foundational forecasting models (e.g., ticket projections, capacity management, queue estimates) to ensure we’re staffed to meet/exceed our response speed and quality targets
- Build a robust understanding of the drivers of CSAT through analysis of large data sets (e.g., tickets, app store reviews) and qualitative insight (e.g., policy docs, user experience flows, customer interviews, competitive intel)
- Continuously improve processes, streamline collaboration, and identify ways to proactively optimize costs
- Review, design, and help drive improvements to team structure to address knowledge and skill gaps in view of business needs
- Distill progress into executive-facing monthly memos, facilitating the review meetings to ensure the right strategic conversations are had
- Communicate effectively with senior stakeholders, navigating complex problem sets with agility
- Operate at top-decile levels of speed and productivity, dealing constructively with pressure and debate
Our take
Many people struggle to pay their rent every month, with a variety of bills hitting their bank accounts simultaneously. Whilst many of these people earn enough money to cover their bills, the inflexible nature of monthly bills can make the all-in-one payment a harder obstacle.
Flex provides a mobile application for the flexible payment of rent, allowing users to pay their landlords through flexible payment plans, reschedule payments when necessary, and protect their funds through Overdraft Protection. The company achieves this by partnering with estate agents and paying their resident's bills upfront, taking on the challenges that landlords would normally have due to late payments.
Flex has experienced extremely rapid growth since its founding which has caused some issues, as it struggled to keep up with the surge in new customers. Having made improvements to its product and scaled its customer service team, it is set to continue providing a service that has come to be highly valued by both tenants and landlords.
Freddie
Company Specialist at Welcome to the Jungle
Insights
10% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Feb 2022
$160m
SERIES C
Apr 2021
$46.6m
SERIES B
Total funding: $225.1m
Company benefits
- Medical, Dental & Vision: Your healthcare will be available from Day 1— giving you immediate peace of mind — with best in class coverage and options.
- Parental Leave: Step away with paid time off to focus on family and life’s newest chapter.
- NYC HQ: Collaborate in our lively New York headquarters, with new office space on the way!
- 401(k) Retirement Savings: Plan ahead with our 401(k) program to grow your future. And starting early 2026, employees will be eligible for a company match!
- Flex Giving: Flex Giving empowers employees to support local nonprofits advancing housing stability in the communities we call home.
- Employee Assistance Fund: Confidential financial support to teammates facing unexpected hardships or emergencies.
- Hybrid Work Policy: Work flexibly from home, with in-person collaboration and events that matter.
- Unlimited PTO + Holidays: Take the time you need— whether that’s a vacation, recharge, or simply a long weekend
- Free Flex Subscription: As a Flex employee, you'll have full access to our services without charge.
- GrubHub Credit: Enjoy meal credits while in the office, so you’re fueled for the workday ahead.
Company HQ
Midtown Manhattan, New York, NY
Leadership
Shragie Lichtenstein
(Co-Founder & CEO)Prior to co-founding Flex in 2019, Shragie co-founded Boundless Reality. They graduated from Yeshiva University in 2015 with a Bachelor's Degree in Finance.
YeTong Shao
(Co-Founder)Prior to co-founding Flex in 2019, YeTong co-founded Boundless Reality alongside Shragie. They graduated from the University of Chicago with a Bachelor's Degree in Mathematic & Economics.
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