Senior Product Manager – Contact Center Platform & Customer Experience Innovation (Remote)

Join arenaflex: Redefining Entertainment & Customer Excellence

More than 200 million members worldwide trust arenaflex for their entertainment needs. When they settle in to watch their favorite shows, movies, and games, we want to ensure there's nothing standing between them and the experiences they love. At the heart of this promise is arenaflex Customer Service – a team dedicated to helping members whenever they need assistance, ensuring every interaction leaves them feeling valued and supported.

Welcome to the arenaflex Customer Service Technology team – where innovation meets exceptional customer experience. We are part of the broader Customer Service organization, and we take pride in ensuring that the right tools and technologies are always in place and working perfectly. Our mission is to support the operational excellence, growth, and scalability of our customer service business into the future. As we continue to expand our global footprint, we're looking for an experienced and passionate Product Manager to lead and drive innovation in our member development and agent experience on our contact center platform.

If you're someone who thrives in a fast-paced, innovative environment and has a genuine passion for creating outstanding customer experiences, this could be the perfect opportunity for you. At arenaflex, we believe that great technology is the backbone of exceptional service, and we're looking for a visionary leader to help us build that foundation.

About This Role

As a Product Manager for our Contact Center Platform at arenaflex, you'll be at the forefront of shaping how our customer service team interacts with millions of members worldwide. This is a senior-level position that requires a unique blend of technical expertise, strategic thinking, and exceptional interpersonal skills.

In this role, you'll wear multiple hats and collaborate across functions. You'll work closely with Design, Engineering, Operations, and Data Engineering teams, as well as our third-party solution providers, to deliver the best platform our customer service team can provide. Your work will directly impact the experience our members have when they reach out for support – making this role both challenging and incredibly rewarding.

You'll embrace third-party solutions while helping to create and execute a long-term strategy and priority plan. Although this is a senior role, like most other Product Managers at arenaflex, you'll focus on leading cross-functional teams without direct reports. This structure allows you to concentrate on making a big impact on our customers' and agents' experiences without getting bogged down in organizational management.

What You'll Be Doing

As a key player in shaping the future of our contact center platform, your responsibilities will include:

• Product Management Leadership: Provide strategic leadership for our entire contact center platform, including the adoption of new features, feature enhancements, data feeds, APIs, and seamless integration with our internal tools. You'll work closely with our third-party solution providers to ensure we're always leveraging the best technology available.
• Strategy & Roadmap Development: Help define the overall strategy, capture detailed requirements, clarify priorities, identify dependencies, mitigate risks and obstacles, and communicate and create a comprehensive roadmap that aligns with our business goals.
• Cross-Functional Collaboration: Work collaboratively with each functional Customer Service team to better understand their visions and challenges. Together, you'll deliver the best possible solutions that meet the evolving needs of our members and agents.
• Integration Management: Manage integrations and adoption of product features by working closely with our talented teams of engineers and data scientists, as well as third-party providers and consulting firms. You'll ensure smooth implementation and maximum value extraction from every tool we deploy.
• Global Perspective: Understand the differences in support expectations across different regions around the world and tailor the experience accordingly. Our members span the globe, and their needs vary – you'll help us meet them where they are.
• Additional Responsibilities: Extend product management responsibilities to other tools as needed, ensuring holistic support for our customer service operations.
• Cultural Embrace: Embrace the unique culture of arenaflex – one that values innovation, freedom, and responsibility. We'll expect you to embody these principles and help others do the same.

What We're Looking For

We're seeking a candidate who brings a rich blend of experience, skills, and personal attributes. Here's what we consider essential:

Essential Qualifications:

• Experience: At least 3 years of experience managing consumer or content-centric products. You should have a proven track record of bringing products to market and iterating based on user feedback.


• Decision-Making: The ability to make difficult decisions based on both data and judgment. In this role, you'll often need to balance multiple competing priorities and make calls that impact millions of users.


• Customer Focus: A deep focus on delivering great customer and agent experiences. You should be genuinely passionate about understanding user needs and exceeding expectations.


• Proven Results: A demonstrated track record of delivering projects that measurably improve customer and agent experiences. We want to see specific examples of impact you've made in previous roles.


• Leadership: Leadership and organizational influence without authority. You won't have direct reports, so your influence must come from your expertise, communication skills, and ability to build consensus.


• Communication: Excellent written and verbal communication skills. Good memos and presentations are essential, and you'll need the ability to build trust and create cross-functional partnerships.


• Inspiration: The ability to inspire, motivate, and lead designers and engineers. You'll be working with talented creative and technical professionals, and your job is to align them around a shared vision.


• Technical Background: Previous experience working with CCaaS, CPaaS, UCaaS, and CRM products, either third-party or self-developed. You should be comfortable evaluating and implementing technology solutions.


• Domain Expertise: Previous experience focused on customer service. Understanding the unique challenges and opportunities in this space is crucial for success in this role.

Preferred Qualifications:

• Experience working on global products is also an advantage, as you'll be supporting members and agents across multiple regions and time zones.


• Experience with AI and automation in customer service contexts is a plus, as we're always looking to leverage cutting-edge technology.


• Background in streaming media or entertainment industry is beneficial, though not required.

Why arenaflex?

At arenaflex, we believe in hiring the best and giving them the freedom to innovate. Our culture is unique – we emphasize trust, freedom, and responsibility. We don't micromanage; instead, we focus on results and let our talented team members figure out the best way to achieve them.

When you join arenaflex, you're not just joining a company – you're joining a movement. You'll work with some of the most talented individuals in the industry, and you'll have the opportunity to make a real impact on how hundreds of millions of people experience entertainment.

Compensation & Benefits

We offer competitive compensation packages that reflect the value we place on our employees. Here's what you can expect when you join arenaflex:

• Health Care & Insurance: arenaflex typically offers comprehensive health insurance plans, including medical, dental, and eye care coverage, for employees and their families. Your wellbeing is our priority.


• Paid Time Off (PTO): We offer a flexible PTO policy that allows employees to take time off as needed without hard limits on the number of days. This approach is in keeping with arenaflex's emphasis on results and performance rather than rigid work schedules.


• Parental Leave: arenaflex is known for its generous parental leave policies, which provide plenty of time for both new moms and dads to bond with their newborns or adopted children. Family matters to us.


• Retirement Plan: We offer a 401(k) retirement plan with competitive matching contributions to help employees save for their future.


• Stock Options: arenaflex has historically offered stock options or stock awards to employees, allowing them to share in the company's success and growth.


• Wellness Programs: We offer wellness programs, fitness allowances, or memberships to encourage employees to maintain a healthy lifestyle. We believe in supporting your holistic wellbeing.


• Tuition Reimbursement: We offer tuition reimbursement or professional development opportunities to help employees continue their education and develop their skills. Growth is a continuous journey at arenaflex.


• Employee Assistance Program (EAP): We provide confidential resources and support to employees facing personal or work-related challenges. You're never alone.


• Flexible Work Arrangements: arenaflex values flexibility and results, so we offer options for remote work or flexible work schedules. Work from where you're most productive.


• Entertainment Perks: Depending on location, employees may receive benefits related to entertainment or access to arenaflex content – because we want you to experience what we create.

Career Growth & Learning Opportunities

At arenaflex, your career growth is limited only by your ambition and willingness to learn. As a Product Manager in our Customer Service Technology team, you'll gain invaluable experience in:

• Leading cross-functional initiatives that impact millions of users globally


• Working with cutting-edge contact center technology and AI solutions


• Developing strategies for global product deployment


• Building partnerships with third-party technology providers


• Influencing product decisions without authority – a highly valued skill in modern organizations

You'll have the opportunity to work alongside talented engineers, designers, data scientists, and operational experts. The insights you gain into customer service operations, agent experience optimization, and platform development will serve you throughout your career.

Work Environment & Culture

Our work environment is designed to foster innovation, creativity, and collaboration. We believe in hiring the best people and then getting out of their way. You'll be expected to bring your expertise, creativity, and energy to work every day, and in return, you'll get the freedom to innovate and make decisions that matter.

We communicate through written documents – memos and presentations are essential tools for sharing ideas and aligning teams. If you're someone who excels at articulating vision through words and can inspire others through clear, compelling communication, you'll thrive at arenaflex.

Remote work is supported, and we embrace flexible arrangements. We care about outcomes, not hours logged. As long as you're delivering results and collaborating effectively with your team, you have the freedom to design your work schedule.

Join Us

If you're passionate about customer experience, excited by the challenge of building world-class contact center technology, and want to work for a company that values innovation and freedom, we want to hear from you.

This is a unique opportunity to join arenaflex and help shape the future of customer service for one of the most beloved entertainment platforms in the world. You'll work with incredible people, tackle fascinating challenges, and make an impact that reaches millions of members globally.

Ready to take the next step in your career? Apply today and become part of the team that's redefining what's possible in customer service technology. We can't wait to see what you'll bring to arenaflex.