Experienced Full Stack Manager III, IVR & Chat – Web & Cloud Application Development

At arenaflex, we're reimagining the future of connectivity, and we're looking for a strategic, customer-first leader to modernize and elevate our IVR and Chat platforms for the DISH business. As the Manager of IVR & Chat, you will lead efforts to modernize and optimize our core self-service support channels, ensuring customers can quickly and confidently resolve their needs through intuitive, efficient experiences.

About arenaflex

arenaflex is a leading provider of innovative solutions for the modern world. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products. Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes, and Sling TV. We're committed to simplifying lives and enhancing community access to our products and services.

About the Role

We're seeking an experienced product manager with a proven track record of success in IVR and chat to lead our efforts in modernizing and optimizing our core self-service support channels. As the Manager of IVR & Chat, you will bridge the gap between customer expectations and business objectives, analyze customer behavior and identify friction points, implement innovative solutions, including AI and cloud-based technologies, and focus on delivering seamless interactions.

Key Responsibilities

- Bridge the gap between customer expectations and business objectives - Analyze customer behavior and identify friction points - Implement innovative solutions, including AI and cloud-based technologies - Focus on delivering seamless interactions - Boost customer satisfaction and elevate overall support efficiency - Shape the future of customer experience at DISH - Gain high visibility and impact across the organization

Skills, Experience, and Requirements

- Experienced product manager with a proven track record of success in IVR and chat - Experience operating within the agile product development methodology - Strong analytical and strategic thinking skills with a customer-first mindset - Experience working across diverse teams and functions to deliver high-quality results - Comfort with technology, including AI applications and cloud-based architecture - Ability to present ideas and performance insights clearly and confidently - Hands-on experience in Contact Center as a Service (CCaaS) environments; AWS experience is a plus

Essential Skills and Qualifications

- Analyze & Improve: Understand how customers and agents interact with support systems - Use data and insights to enhance self-service capabilities and streamline issue resolution - Lead & Develop Talent: Manage and mentor a team of product managers, fostering growth, accountability, and a strong product mindset - Drive Cross-Functional Collaboration: Work closely with CXO, Sales, Retention, and IT to align priorities, gather feedback, and drive meaningful improvements across support platforms - Own Channel Economics: Oversee budget and cost optimization efforts - Shape the Strategy: Define and evolve the roadmap for the IVR and Chat platforms - Innovate with Purpose: Stay on top of industry trends and emerging technologies to guide channel evolution and maintain competitive advantage - Influence Through Insight: Use analytics and storytelling to communicate priorities, gain buy-in, and drive action across teams - Execute for Impact: Manage multiple initiatives with a clear focus on outcomes, consistently delivering high-quality results

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to providing our employees with the tools and resources they need to succeed. As a Manager of IVR & Chat, you'll have the opportunity to: - Develop your skills and expertise in IVR and chat - Work with a talented team of professionals who are passionate about delivering exceptional customer experiences - Collaborate with cross-functional teams to drive meaningful improvements across support platforms - Stay on top of industry trends and emerging technologies to guide channel evolution and maintain competitive advantage

Work Environment and Company Culture

arenaflex is a dynamic and innovative company that values diversity, equity, and inclusion. We're committed to creating a workplace culture that's inclusive, equitable, and respectful of all employees. As a Manager of IVR & Chat, you'll have the opportunity to work in a fast-paced and collaborative environment that's dedicated to delivering exceptional customer experiences.

Compensation, Perks, and Benefits

We offer a competitive salary range of $96,250.00/Year - $137,500.00/Year, as well as a comprehensive benefits package that includes: - Versatile health perks, including flexible spending accounts, HSA, and a 401(k) Plan with company match - ESPP and career opportunities - Flexible time away plan - Opportunities for professional growth and development

How to Apply

If you're a motivated and experienced product manager with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter that highlights your skills, experience, and qualifications.

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We're committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed.

Visa Sponsorship

Visa sponsorship is not available for this role.

Active Posting

This posting will be active for a minimum of 3 days and will continue to extend by 3 days until the position is filled. Apply for this job