Senior Product Manager, Platform

Flex is a growth-stage FinTech company headquartered in NYC, focused on creating the best rent payment experience. The Senior Product Manager for the Platform will define the architecture for foundational services that enable rapid product scaling, working closely with engineering and product teams.

Responsibilities:

• Fulfillment Flexibility & Exception Handling: Own the roadmap for making Flex's fulfillment engine configurable across product types without hardcoded portal logic. Define exception-handling flows for portal failures, partial payments, and settlement mismatches, and establish SLA contracts with clear failure recovery playbooks
• Identity Service & Acquisition Channel Extensibility: Extend Flex's identity service to support new customer acquisition channels, including embedded, partner, and employer-sponsored flows. Define the canonical customer graph — deduplication, merge logic, tombstone records, and lifecycle state transitions
• Auto-pay Configurability for Multi-Bill Flows: Make auto-pay a durable, configurable service capable of handling multi-bill payment flows as Flex expands to utilities and move-in costs. Design payment schedule logic that manages mixed due dates, variable bill amounts, and payment method fallback — and own the consent and mandate model for recurring payment authorization
• Customer Tagging & State Management: Own the tagging and segmentation service used by product, CS, and growth teams. Define event-sourced state transitions that power downstream eligibility, routing, and risk logic, and establish the data contract between the platform and product layers so that the customer state is a shared source of truth — not replicated per team
• Biller gateway abstraction: Define a routing abstraction layer that decouples fulfillment from portal-specific integrations — standardizing how payment instructions flow to current and new types of billers
• Agentic contracts for fulfilment and identity: A unified CS agent architecture depends on clean, real-time customer state and fulfilment state from platform services. Define the platform data contracts and event streams that power agent-accessible customer context — making platform Services the source of truth for agentic tooling
• Multi-Product & Multi-Vertical Platform Scale: Drive the architectural decisions that enable platform services to serve as a shared platform across Flex's current and future product lines. Partner with engineering and product leadership to define API contracts, ownership boundaries, and versioning strategies that reduce coupling between platform and vertical layers
• Platform Observability & Reliability: Define SLA targets and error budgets per service, and drive the instrumentation required to make platform health a first-class product metric. Surface failures proactively rather than through CS ticket volume — and own the tooling and alerting spec in partnership with engineering
• Stakeholder Alignment & Roadmap Communication: Act as the primary PM interface for engineering, CS operations, risk, and compliance on all platform services decisions. Translate business requirements from new verticals and product lines into engineering specs, prioritization frameworks, and roadmap trade-offs — and communicate platform dependencies clearly to leadership

Requirements:

• 5–8 years of product management experience, with at least 3 years owning platform, infrastructure, or payments products in a fintech or financial services environment
• Comfortable in architecture reviews, able to read a pull request, and fluent in data modeling, API design, and systems thinking
• Ability to use data to identify platform failure patterns, prioritize technical investments by business impact, and define measurable SLA targets and error budgets for shared services
• Proven track record of shipping APIs or shared services consumed across multiple product teams, with clear ownership boundaries, versioned contracts, and minimal coupling to vertical product logic
• Strong cross-functional operator — able to hold a technical conversation with an engineer, a prioritization conversation with a product leader, and a risk conversation with compliance or legal, all in the same day
• Exceptional written communication. Able to translate ambiguous business requirements into precise engineering specs, and distill complex platform trade-offs into clear roadmap decisions for leadership