Senior Director, Consumer Protection Team (Strategy & Operations)

About the role

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.

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 build and manage the team to deliver against those targets. This role sits at the intersection of Product, Credit Risk, Marketing, Customer Success, and Legal & Compliance, shaping the roadmap and driving business decisions at all altitudes, including with our executive leadership team.

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.

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

• 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

Key qualifications

• 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!