Tbwa Chiat/Day Inc - Senior Manager, Strategy & Operations - Customer Success New York, New York,

Senior Manager, Strategy & Operations - Customer Success New York, New York, United States Flex is a growth-stage, NYC headquartered FinTech company that is creating the best rent payment experience.
It's hard to believe that it's 2024 and paying rent on time is expensive, inflexible, and difficult.
We're here to change that!
Flex enables our users to pay rent throughout the month on a schedule that better fits their finances and budget.
Our mission is to empower as many renters as possible with flexibility over their most significant recurring expense.
About the Role 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 is an exceptional opportunity for a gritty, entrepreneurial problem solver able to toggle between strategy and execution.
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.
Successful Strategy & Operations team members will have the opportunity to rotate into other departments or special projects after their first year.
This is a hybrid position with on-site expectations of 3 days per week in our New York Headquarters.
For candidates outside of the NY/NJ area, you may be eligible for our relocation assistance program.
What You'll Do 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.
Who You Are 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.
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.
The compensation range for this role will be commensurate with the candidate's experience and Flex's internal leveling guidelines and benchmarks.
For working locations in NY/NJ/CA, the base salary pay range will be $196,000-213,000.
For all other states, the base salary pay range will be $176,000-$192,000.
Life at Flex:
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.
Employee Benefits:
Competitive pay 100% company-paid medical, dental, and vision 401(k) + company equity Unlimited paid time off with a PTO minimum + 13 company paid holidays Parental leave Flex Cares Program:
Non-profit company match + pet adoption coverage Free Flex subscription Apply for this job
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