CX Product Business Partner (Fintech)

TL;DR

CX Product Business Partner (Fintech): Serving as the strategic interface between Customer Success and Product to ensure features are designed with real customer scenarios in mind and operationally ready for launch. Focus on owning AI workflow design, managing post-launch feedback loops, and coordinating cross-functional incident responses to drive continuous product improvement.

Location: Hybrid (New York, NY) with on-site expectations of 2-3 days per week; relocation assistance available for eligible candidates.

Salary: $108,000–$135,000 USD (Tier 1 markets).

Company

A growth-stage, NYC-headquartered fintech company transforming the rent payment experience through hirify.globalible, user-centric financial solutions.

What you will do

• Act as the CS voice within product development, holding PRD sign-off authority for your domain.
• Ensure launch readiness by overseeing CS content, AI workflows, training, and BPO enablement.
• Synthesize ticket trends and in-app signals into actionable product recommendations.
• Design and manage conversational AI/chatbot workflows, including escalation and routing logic.
• Lead cross-functional CS response for Sev 0/1 incidents from identification to resolution.
• Build decision frameworks to empower BPO teams and improve containment rates.

Requirements

• 5+ years of experience in customer experience, product operations, or CX strategy at a fintech, SaaS, or high-growth consumer company.
• Deep fluency in the product development lifecycle, including PRDs, sprints, and launch monitoring.
• Proven ability to hold product and engineering teams accountable for operational readiness.
• Strong data fluency with the ability to synthesize support data into clear business cases.
• Clear, direct communication skills to represent CS in cross-functional settings.
• Fintech or financial services experience is strongly preferred.

Nice to have

• Experience with conversational AI or chatbot workflow design.
• Background in high-growth consumer tech environments.

Culture & Benefits

• Competitive medical, dental, and vision insurance for U.S. employees.
• Company equity and 401(k) plan with company match.
• Unlimited paid time off plus 13 company-paid holidays.
• Parental leave and free hirify.global subscription.
• Inclusive, diverse, and collaborative team culture.