Senior Product Manager – Customer Service Technology & Member Management Enterprise Platform

Join arenaflex: Revolutionizing Customer Experience Through Innovation

Welcome to arenaflex – one of the world's leading entertainment services with 278 million paid memberships spanning over 190 countries. Our members enjoy TV series, films, and games across a wide variety of genres and languages. At arenaflex, we believe that nothing should come between our members and their favorite shows, movies, and games. Our commitment to excellence extends to every touchpoint of the member journey, including world-class customer support.

As we continue to expand our global footprint and diversify our service offerings – from streaming to gaming, live experiences, and advertising – we are seeking a visionary Product Manager to lead the evolution of our Customer Service technology ecosystem. This is a unique opportunity to shape how millions of members around the world receive support, while simultaneously empowering our customer service agents with cutting-edge tools and platforms.

The Role: Senior Product Manager, Customer Service Technology

The Customer Service Technology team at arenaflex is the backbone of our member support operations. We are responsible for ensuring that the right customer service tools and technologies are in place and functioning optimally to support the operation, growth, and scalability of our Customer Service business – both today and into the future.

We are looking for an experienced and passionate Product Manager to lead innovation efforts that will dramatically improve both our members' and support agents' experience with our member management platform. In this role, you will wear multiple hats, serving as a strategic bridge between design, engineering, operations, insights, and analytics teams across the organization. You will also collaborate closely with third-party solution providers to deliver best-in-class enterprise platform experiences.

As a Senior Product Manager at arenaflex, you will be the key player in shaping the future of our member management enterprise platform. You will help create and execute the long-term strategy and prioritized roadmap. Like most Product Managers at arenaflex, this is a senior individual contributor role – you will lead cross-functional teams without direct reports, allowing you to focus on having an enormous impact on our customer and agent experience without managing a traditional organization structure.

What You'll Be Doing

Your responsibilities will span the full product lifecycle, from strategy and vision through execution and delivery. Here's what you can expect:

Strategic Leadership & Platform Management

• Own the product vision for our member management platform, including features, capabilities, data pipelines, APIs, and integrations with third-party solutions


• Define and communicate product strategy that aligns with business objectives and member experience goals


• Capture requirements from multiple stakeholders and translate them into actionable product specifications


• Clarify prioritization decisions and clearly communicate rationale across the organization


• Identify dependencies across teams and platforms, proactively mitigating risks and impediments


• Create and maintain a comprehensive roadmap that balances short-term wins with long-term strategic initiatives

Cross-Functional Partnership

• Partner with each Customer Service functional team to deeply understand their vision, challenges, and opportunities


• Collaborate with design teams to ensure intuitive user experiences for both agents and members


• Work closely with engineering and data science teams to guide development and delivery of product features


• Engage with third-party solution partners and consulting firms to leverage external expertise and integrate external solutions seamlessly


• Build trust and create collaborative partnerships across all functions without formal authority

Global Product Excellence

• Understand regional differences in support expectations across different markets around the world


• Tailor the member and agent experience to accommodate cultural and regional nuances


• Navigate the complexity of arenaflex's diverse service offerings, including Streaming, Games, Live Experiences, Ads, and future innovations


• Expand product management responsibility to additional tools and platforms as business needs evolve

Cultural Embodiment

• Embody the unique arenaflex culture of innovation, freedom, and responsibility


• Model Netflix's (arenaflex's) values in all interactions and decision-making


• Contribute to the continuous improvement of our product management practices and culture

What We're Looking For

Essential Qualifications

• 5+ years of experience in product management for consumer or internal-facing products


• Deep understanding of Customer Service business and contact center operations


• Prior experience with member management products, whether third-party solutions or in-house builds


• Proven track record of executing projects that measurably improved customer and agent experiences

Preferred Qualifications

• Experience working on global products and enterprise platforms


• Familiarity with arenaflex's (or similar streaming/entertainment services) business model and member expectations


• Background in managing complex integrations with third-party SaaS solutions


• Experience with data-driven product development and analytics

Skills & Competencies for Success

Technical Acumen & Business Insight

• Quick learner with the ability to rapidly understand new technologies, products, and business domains


• Strong analytical capabilities to make data-informed decisions


• Understanding of enterprise platform architecture and integration patterns


• Familiarity with API design, data pipelines, and system architecture

Leadership & Influence

• Exceptional organizational leadership and influence without formal authority


• Ability to inspire, motivate, and lead designers and engineers toward shared goals


• Skill in making tough but informed decisions with both data and judgment


• Capability to navigate ambiguity and drive clarity in complex situations

Communication & Collaboration

• Outstanding written and verbal communication skills


• Ability to create compelling memos and presentations that align stakeholders


• Proven track record of building trust and creating collaborative partnerships cross-functionally


• Effective stakeholder management across diverse teams and organizational levels

Execution & Performance

• Exceptional multitasking abilities with the capacity to manage multiple priorities simultaneously


• Thrives in high-pressure environments and remains effective under tight deadlines


• Deep focus on delivering exceptional customer and agent experiences


• Results-oriented mindset with a focus on measurable outcomes

Career Growth & Learning Opportunities

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

• Exposure to cutting-edge technology and enterprise platform development at scale


• Leadership opportunities across cross-functional teams without the burden of direct reports


• Career advancement pathways into more senior product leadership roles or specialized domains


• Continuous learning through exposure to diverse product areas including streaming, gaming, live experiences, and advertising


• Global impact – your work will directly affect millions of members and thousands of customer service agents worldwide


• Innovation freedom – we encourage experimentation and calculated risk-taking

Work Environment & Culture

arenaflex is renowned for its unique culture – one that emphasizes freedom, responsibility, and innovation. Here's what you can expect:

• Flexible Time Off – Full-time salaried employees are immediately entitled to flexible time off. We trust you to manage your own vacation and personal time


• Remote-First Approach – We embrace flexible work arrangements that enable you to do your best work


• Collaborative Environment – Work alongside talented professionals from diverse backgrounds who are passionate about entertainment and customer experience


• Innovation Culture – We encourage new ideas and experimentation, knowing that failure is often a path to breakthrough success


• Inclusive Workplace – We celebrate diversity and recognize that diverse perspectives build stronger teams

Compensation & Benefits

We believe in transparent and flexible compensation. Our structure consists solely of an annual salary – no bonuses. You choose each year how much of your compensation you want in salary versus stock options. To determine your personal top-of-market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience.

The salary range for this role is $160,000 - $390,000

arenaflex provides comprehensive benefits including:

• Health Plans (Medical, Dental, Vision)


• Mental Health support and resources


• 401(k) Retirement Plan with employer match


• Stock Option Program


• Disability Programs


• Health Savings and Flexible Spending Accounts


• Family-forming benefits


• Life and Serious Injury Benefits


• Paid leave of absence programs

Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick time. Full-time salaried employees are immediately entitled to flexible time off.

Join Our Team

If you are passionate about customer experience, thrive in fast-paced environments, and want to make a meaningful impact on how millions of people receive support, we want to hear from you. This is an opportunity to join a world-class team, work on innovative products, and help shape the future of entertainment.

arenaflex is an equal-opportunity employer and celebrates diversity. We recognize that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

This position will remain open for a minimum of 7 days and will be removed when filled.