Program Manager, Flex

• 4–7 years of experience in technical program management, business systems, or support technology with a track record of increasing ownership and end-to-end delivery
• Proven builder-operator mindset: the ability to own program delivery while also executing hands-on within systems, integrations, and automation logic
• Deep hands-on experience with Zendesk administration, including workflow design, routing logic, SLA management, and troubleshooting
• Practical experience with APIs, webhooks, and automation tools (Zapier or equivalent) for system integration and workflow automation
• Demonstrated use of AI-assisted development tools to build or guide custom solutions — this is an expectation of the role, not a nice-to-have
• Strong written and verbal communication skills, including experience producing executive-facing materials such as roadmaps, status updates, and project briefs
• Ability to operate independently across multiple concurrent workstreams in a fast-moving, high-growth environment
• Experience collaborating cross-functionally with teams such as Product, Engineering, Finance, and external BPO partners

Desirable

• Flex is rewriting the rules of rent payment, and our CS Tools & Technology team is at the center of making that experience seamless for every renter we serve
• As a Technical Program Manager on the CS Tools & Technology team, you'll report directly to the Director of CS Tools & Technology and own the systems, programs, and integrations that power Flex's customer support operations — from Zendesk and automation pipelines to custom-built internal tools and cross-functional integrations
• This is not a traditional TPM role
• While you'll own program delivery, backlog prioritization, and roadmap execution, this role requires deep, hands-on involvement in designing, building, and operating solutions across our CS Tools & Technology stack
• You'll operate as a builder-operator: someone equally comfortable presenting a strategic roadmap to senior leadership and then personally diving into Zendesk workflows, APIs, or automation logic to bring that roadmap to life
• The ability to move fluidly between strategy, technical execution, and operational detail — without losing momentum in any layer — is what sets this role apart
• Success here means you're the connective tissue between CS, Product, Engineering, Finance, and BPO partners — translating operational pain points into scalable technical solutions, keeping complex workstreams moving, and ensuring our CS Tools & Technology stack grows with the business
• If you thrive at the intersection of strategy, execution, and technical craft, this role was built for you
• Own and manage the team's backlog, sprint planning, and prioritization across all active workstreams, driving end-to-end delivery of large-scale initiatives such as tool migrations, live chat, telephony, and internal tooling
• Translate business needs and operational pain points into clear functional specifications, user stories, and acceptance criteria — then personally configure, integrate, or guide development of those solutions hands-on
• Lead UAT planning to ensure solutions meet real-world operational needs before launch, and document systems, workflows, and integrations to support long-term scalability and knowledge transfer
• Configure and administer CS platforms — primarily Zendesk — including triggers, automations, routing logic, SLA management, and agent workspace design
• Design and implement integrations using APIs, webhooks, and automation tools such as Zapier, scoping technical feasibility and maintaining scalable pipelines
• Own CS operational dashboards and reporting, partnering with CS leadership to define KPIs, surface insights, and drive data-informed decisions
• Leverage AI-assisted development tools (e.g., Claude, GitHub Copilot) to build or guide custom solutions, and champion AI-enabled workflows across the team
• Produce executive-ready outputs — roadmaps, status updates, project briefs, and post-implementation reviews — while identifying risks and unblocking dependencies across cross-functional teams