Senior Product Manager – Contact Center Platform & Customer Experience Innovation

About arenaflex

Welcome to arenaflex, where we're transforming the way millions of people around the world experience entertainment and technology. With a global subscriber base exceeding 200 million individuals who trust us for their streaming needs, we pride ourselves on delivering seamless experiences that keep our members connected to the content they love. When viewers settle in to watch their favorite shows, movies, or games, we want to ensure nothing stands between them and their entertainment. That's where our Customer Support team comes in—and it's where you come in.

At arenaflex, we believe that exceptional customer experiences are the foundation of our success. Our Customer Service Technology team is an integral part of the Customer Support organization, responsible for ensuring that the right tools and technologies are in place and functioning optimally to support the operations, growth, and scalability of our customer care business—now and into the future. We are seeking a highly experienced and passionate Product Manager to lead and drive innovation in improving our contact center platform experience for both our members and our support specialists.

The Role: Senior Product Manager, Contact Center Platform

In this pivotal role, you'll bring your enthusiasm and ability to wear multiple hats, collaborating with design, engineering, operations, and data engineering teams—as well as third-party solution providers—to deliver the world-class platform experience that enables our Customer Support team to provide exceptional client experiences when they reach out to arenaflex.

As a Senior Product Manager at arenaflex, you'll be a key player in shaping the future of our contact center platform through the adoption of third-party solutions and helping to create and execute the long-term strategic roadmap. Although this is a senior position, like most other PMs at arenaflex, you'll be focused on driving a cross-functional team without direct reports, allowing you to concentrate on making a tremendous impact on our client and specialist experience without managing a traditional hierarchy.

Key Responsibilities

• Product Management Leadership: Provide comprehensive product management services for our contact center platform, including new feature adoption, feature enhancements, data pipelines, APIs, and integrations with our internal tools—working closely with our third-party solution providers.
• Strategic Planning: Assist in defining the strategy, gathering requirements, clarifying prioritization, identifying dependencies, mitigating risks and obstacles, communicating effectively, and creating a detailed roadmap.
• Cross-Functional Collaboration: Work together with every Customer Support functional team to better understand their vision and challenges, and deliver optimal solutions collaboratively.
• Integration Management: Manage integrations and product adoption through close collaboration with our engineering and data science teams, as well as third-party solution providers or potential consulting firms.
• Global Perspective: Understand differences in support expectations across different regions around the world and design experiences accordingly to meet diverse member needs.
• Expanded Product Ownership: Extend product management responsibilities to additional tools as business needs evolve and present new opportunities.
• Culture Ambassador: Embody and exemplify the unique arenaflex culture in all aspects of work and interactions.

What We're Looking For

Essential Qualifications

• Experience: A minimum of 2+ years of experience in product management for consumer-facing or internally-facing products.
• Decision-Making Skills: Ability to make tough decisions informed by both data and sound judgment.
• Customer Focus: Deep commitment to delivering exceptional client and support specialist experiences.
• Proven Track Record: Demonstrated history of executing projects that measurably improved client and specialist experiences.
• Influential Leadership: Organizational leadership and influence without formal authority—able to inspire and lead cross-functional teams through persuasion and credibility.
• Communication Excellence: Exceptional written and verbal communication skills, including the ability to craft great updates and presentations, build trust, and create collaborative networks across departments.
• Inspiration Capability: Ability to motivate, inspire, and lead designers and engineers toward shared goals.
• Technology Background: Related experience working with CCaaS (Contact Center as a Service), CPaaS (Communications Platform as a Service), UCaaS (Unified Communications as a Service), and CRM products—whether third-party or in-house built solutions.
• Industry Focus: Experience focusing on Customer Support operations and technology.

Preferred Qualifications

• Experience working on global products that serve diverse international markets


• Background in entertainment or streaming technology industries


• Experience with AI and automation in customer service contexts


• Familiarity with agile methodologies and modern product management tools

Skills and Competencies

• Strategic Thinking: Ability to see the big picture while managing intricate details that drive product success.
• Data-Driven Mindset: Comfortable analyzing metrics and using data to inform product decisions and measure success.
• Stakeholder Management: Skilled at managing relationships with multiple internal and external stakeholders.
• Technical Acumen: Ability to understand technical requirements and communicate effectively with engineering teams.
• Adaptability: Thrives in a fast-paced, innovative environment where priorities may shift rapidly.
• User-Centered Design Thinking: Deep empathy for end-users—whether they're external customers or internal support specialists.
• Problem-Solving: Creative approach to overcoming obstacles and finding innovative solutions to complex challenges.

Career Growth and Learning Opportunities

At arenaflex, we invest heavily in the growth and development of our team members. As a Senior Product Manager in our Customer Support Technology organization, you'll have access to:

• Leadership Development: Opportunities to develop your leadership skills through cross-functional influence and strategic impact.
• Technical Exposure: Deep exposure to cutting-edge contact center technologies, including CCaaS, CPaaS, and UCaaS platforms.
• Global Perspective: Experience working with diverse global teams and understanding varied market needs.
• Career Pathways: Clear pathways to advance into Principal Product Manager, Group Product Manager, or Director-level roles based on performance and demonstrated impact.
• Learning Culture: Access to ongoing training, conferences, and professional development resources.

Work Environment and Culture

arenaflex is known for its unique and inclusive culture that values freedom and responsibility. We operate with a philosophy of high performance and low bureaucracy, trusting our employees to make smart decisions without excessive oversight. Our work environment is characterized by:

• Remote-Friendly Culture: We embrace flexible work arrangements that support work-life balance.
• Collaborative Spirit: A team-oriented atmosphere where cross-functional collaboration is celebrated.
• Innovation Focus: Freedom to experiment, fail, learn, and iterate on product ideas.
• Inclusive Environment: A commitment to diversity, equity, and inclusion in all aspects of our operations.
• Fun and Passion: Team members who are genuinely passionate about entertainment and technology.

Compensation and Benefits

We offer competitive compensation and a comprehensive benefits package designed to support your well-being and professional growth:

• Competitive Salary: $28-$35 per hour (commensurate with experience and qualifications)
• Health and Wellness: Comprehensive health, dental, and vision insurance coverage.
• Retirement Plans: 401(k) retirement savings plan with company matching.
• Paid Time Off: Generous paid time off and parental leave policies.
• Professional Development: Annual learning and development budget.
• Stock Benefits: Equity compensation packages for eligible employees.
• Work-Life Balance: Flexible scheduling and remote work options.

Join Our Team

If you're passionate about technology, customer experience, and making a meaningful impact, we invite you to join the arenaflex family. This is an incredible opportunity to shape the future of customer support technology for one of the most innovative companies in the entertainment industry.

At arenaflex, we believe that great products are built by diverse teams with varied perspectives. We encourage candidates from all backgrounds and experiences to apply. If you're ready to take the next step in your career and make a difference in the lives of millions of members worldwide, we'd love to hear from you.

Apply now and become part of a team that's redefining what's possible in entertainment and customer experience!

arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.