Manager, Capacity & Financial Planning

Manage capacity and financial planning for a high-volume customer support team, bridging CS Operations, Strategy, and Finance.

Flex is a growth-stage, NYC headquartered FinTech company that is creating the best rent payment experience.

About the role

This role bridges Customer Service (CS) Operations, Strategy, and Finance, ensuring efficient resource allocation and financial planning for a 24x7, high-volume customer support team.

The ideal candidate will be responsible for data-driven decision-making, workforce scenario modeling, and financial forecasting to optimize staffing and operational costs.

Key Qualifications

Technical & Analytical Skills:
- Advanced financial modeling & forecasting experience, including scenario planning and sensitivity analysis
- Ability to analyze large datasets, build predictive models, and translate insights into operational strategies.
- Strong proficiency in Excel (power queries, pivot tables, complex models); experience with Sigma and SQL preferred
- Familiarity with workforce optimization models, queue-based staffing models, or multi-site, 24x7 operations forecasting preferred
Operations & Strategy Experience:
- Experience supporting or collaborating with large-scale customer service teams, ideally with exposure to BPO environments
- Ability to work cross-functionally with Finance, Strategy, and CS Operations to align staffing with financial goals
- Knowledge of service level agreements (SLAs), occupancy modeling, and capacity planning
Business Acumen & Leadership:
- Ability to bridge finance, strategy, and CS operations to drive efficiency and cost savings
- Strong presentation and stakeholder management skills, with experience influencing senior leadership
- Experience designing and optimizing flexible staffing models, including outsourcing strategies and cost trade-offs

Preferred Experience

5+ years in investment banking, management consulting, and/or high-growth startups (fintech or proptech preferred) in a Strategic Finance, FP&A, Business Operations, and/or Operations capacity
Background in customer support strategy and performance optimization—with experience modeling contact rate trends, seasonality, and CS workforce fluctuations—preferred

This is a hybrid position with on-site expectations of 3 days per week in our New York Headquarters.

The compensation range for this role will be commensurate with the candidate's experience and Flex's internal leveling guidelines and benchmarks.

The base salary pay range will be $110,000-$125,000

About the role

This role bridges Customer Service (CS) Operations, Strategy, and Finance, ensuring efficient resource allocation and financial planning for a 24x7, high-volume customer support team.

The ideal candidate will be responsible for data-driven decision-making, workforce scenario modeling, and financial forecasting to optimize staffing and operational costs.

Key Qualifications

Technical & Analytical Skills:

Advanced financial modeling & forecasting experience, including scenario planning and sensitivity analysis
Ability to analyze large datasets, build predictive models, and translate insights into operational strategies.
Strong proficiency in Excel (power queries, pivot tables, complex models); experience with Sigma and SQL preferred
Familiarity with workforce optimization models, queue-based staffing models, or multi-site, 24x7 operations forecasting preferred

Operations & Strategy Experience:

Experience supporting or collaborating with large-scale customer service teams, ideally with exposure to BPO environments
Ability to work cross-functionally with Finance, Strategy, and CS Operations to align staffing with financial goals
Knowledge of service level agreements (SLAs), occupancy modeling, and capacity planning

Business Acumen & Leadership:

Ability to bridge finance, strategy, and CS operations to drive efficiency and cost savings
Strong presentation and stakeholder management skills, with experience influencing senior leadership
Experience designing and optimizing flexible staffing models, including outsourcing strategies and cost trade-offs

Preferred Experience

5+ years in investment banking, management consulting, and/or high-growth startups (fintech or proptech preferred) in a Strategic Finance, FP&A, Business Operations, and/or Operations capacity

Background in customer support strategy and performance optimization—with experience modeling contact rate trends, seasonality, and CS workforce fluctuations—preferred

This is a hybrid position with on-site expectations of 3 days per week in our New York Headquarters.

The compensation range for this role will be commensurate with the candidate's experience and Flex's internal leveling guidelines and benchmarks.

The base salary pay range will be $110,000-$125,000