Director of Product Management (CS/AI)

Join Flex, a leading fintech company, as the Director of Product Management for AI & Agentic Customer Support. In this role, you will own the strategy and outcomes for automating and intelligently resolving customer issues at scale. You will design the in-app customer support experience, build the agentic resolution platform, and drive the interaction data model. This is a 0-to-1 role, ideal for someone with experience in AI-driven systems and a track record of taking capabilities from concept to launch.

• Own the strategy and outcomes for all things agentic, including setting the multi-quarter roadmap for automated resolution, intelligent routing, and agent augmentation.
• Design the in-app customer support experience, including intelligent channel routing and the in-app AI-driven interaction experience.
• Build the agentic resolution platform, including designing the LLM-native orchestration layer for fully automated customer support resolution.
• Excellent written communication. At Flex, the PRD is the primary artifact of product leadership. Yours should reduce ambiguity, not create it
• Hands-on experience with LLM-native orchestration: tool-calling, multi-step agents, prompt engineering in production contexts, context and memory management
• Strong judgment on when to use LLM reasoning vs. deterministic rules - and the intellectual honesty to apply that judgment even when LLM is the more compelling answer
• Experience owning end-to-end customer-facing AI experiences, including how users are routed, how AI-driven interactions are designed, and how resolution quality is measured and improved
• Comfort owning outcomes, not just output. You track the metrics that matter - resolution rates, automation rates, handle time - and treat them as your own, not your engineering team’s
• Bonus: Experience in fintech, payments, or any domain where automated actions carry financial or compliance risk. Prior exposure to contact center platforms, AI voice or chat vendors, or CRM integration patterns
• Demonstrated 0-to-1 track record: you have taken an AI-powered capability from concept through launch in an ambiguous, resource-constrained environment
• Ability to write PRDs for ML systems - feature engineering specs, model evaluation criteria, training data requirements, latency and accuracy tradeoffs. You do not need to write the code; you need to write documents that ML engineers trust
• 6+ years of product management experience, with at least 2 years working directly on AI, ML, or agentic systems in a production environment