Senior Director, Consumer Protection Team (Strategy & Operations)

The Consumer Protection Team (CPT) is Flex's internal champion for the customer, setting the standard for excellence across the customer journey, and pushing the company to create greater, tangible customer good. At Flex, we serve our customers for their most critical expenses – which means this team must set the ba...

As Senior Director, you will serve as Head of our Consumer Protection Team, reporting to our COO. You will be directly responsible for accelerating the maturation of CPT from reactive pain point remediation, to proactive value creation. You will set the strategic priorities and success metrics that get us there, and...

This is an outstanding opportunity for a high-agency problem-solver who cares deeply about doing right by consumers, and thrives working across a dynamic fast-moving business. You will develop a uniquely deep understanding of what it takes to operate a payments business at scale, and use that to drive outsized impact.

The Consumer Protection Team (CPT) is Flex's internal champion for the customer, setting the standard for excellence across the customer journey, and pushing the company to create greater, tangible customer good. At Flex, we serve our customers for their most critical expenses – which means this team must set the bar exceptionally high.
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.
Own CPT’s strategy: Develop the team’s roadmap, operating priorities, and success metrics – all centered on doing right by our customers
Lead the team: Develop and manage a high-performing team; set the operating model and foster top talent
Build lasting infrastructure: Design the reporting systems, frameworks, and processes that scale CPT's capabilities over time
Influence the organization: Partner with senior leaders across the company to set goals and policies that serve CPT’s mandate
Create customer good: Identify and champion opportunities for Flex to deliver more value for its customers
Spearhead special projects: Personally lead some of CPT's highest-priority initiatives end-to-end – from problem definition and strategy, through execution and delivery
Drive decision-making: Distill progress into executive-facing monthly memos and facilitate review meetings that force the right conversations and decisions

10+ years of professional experience, ideallyin management consulting and/or S&O, Biz Ops, or Chief of Staff roles at high-growth companies
Prior team leadership experience preferred: you’ve built and developed high-performing teams, and take genuine ownership over the growth of the people around you
Entrepreneurial mindset, energized by the ambiguity and pace of 0-to-1 building
Thrive in fast-paced, dynamic environments and maintain composure amid competing priorities
Exceptional conceptual thinker who can move fluidly from strategy to execution and make amorphous problems tractable (“fog sculpting”)
Skilled at influencing up: you bring the right conversations to leadership, push back when needed, and earn trust through substance, not title
Strong bias for action, paired with obsessive attention to detail and a high bar for work quality
Excellent written and verbal communicator, able to distill complexity into clear, executive-ready narratives
Exceptionally analytical, adept at identifying the right metrics and rigorously interrogating data, both independently and through others
Demonstrated AI fluency: you actively leverage AI tools to accelerate analysis, improve team workflows, and drive better decisions, and you set the standard for how your team uses them
Genuine passion for doing right by customers; we care about our mission, and you should, too!
Compensation
Flex takes a market-based approach to pay, ensuring compensation is commensurate with a candidate's experience and our internal leveling guidelines. For candidates located in our Tier 1 (NYC/Bay Area) markets, the base salary pay range for this role is below. Flex utilizes a geographic pay differential based on a cost of labor index. If you are located outside of the cities listed below, your starting pay will be adjusted to align with the market conditions of your specific geographic zone. Please speak with your recruiter for additional information regarding the specific range for your location.
Tier 1 (NYC/Bay Area)
$264,000—$330,000 USD
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. Our dynamic team has incredible perspectives to share, just as we know you do, and we take great pride in being an