Senior Product Manager – Customer Service Platform & Experience Innovation (Remote) – arenaflex

About arenaflex – Shaping the Future of Entertainment and Customer Delight

arenaflex is a global leader in streaming entertainment, delivering millions of hours of movies, series, documentaries, and interactive experiences to audiences worldwide. With a relentless focus on innovation, arenaflex continuously pushes the boundaries of technology to ensure that every subscriber enjoys a seamless, personalized, and immersive viewing journey. As part of the broader arenaflex ecosystem, the Customer Service (CS) organization plays a pivotal role in safeguarding the relationship between the brand and its members, turning every interaction into an opportunity to delight, retain, and inspire.

Why This Role Matters – The Vision for the Product Manager, Customer Service

In today’s hyper‑connected world, the expectations of customers are higher than ever. They demand instant answers, intuitive self‑service options, and a consistent experience across every device and touchpoint. The Product Manager, Customer Service at arenaflex will be the strategic architect behind the next generation of CS platforms, ensuring that the tools, data pipelines, and integrations empower both customers and support agents to resolve issues quickly, accurately, and with a human touch. This is a senior, high‑impact role that operates without direct reports, allowing you to focus on cross‑functional collaboration, strategic road‑mapping, and delivering measurable improvements to the customer journey.

Key Responsibilities – Driving Innovation Across the CS Platform

• Product Strategy & Road‑Mapping: Define and communicate a clear, data‑driven product vision for the CS platform, encompassing new feature intake, UI/UX enhancements, data pipelines, APIs, and system integrations.
• Cross‑Functional Leadership: Partner closely with engineering, design, data science, and analytics teams, as well as external vendors, to translate business goals into technical specifications and delivery plans.
• Requirement Gathering & Prioritization: Conduct deep discovery sessions with internal CS stakeholders, capture user stories, prioritize backlog items, and balance short‑term wins with long‑term strategic initiatives.
• Vendor Management & Integration: Oversee the selection, onboarding, and integration of third‑party solutions (e.g., CCaaS, CPaaS, UCaaS, CRM platforms), ensuring seamless data flow and alignment with arenaflex’s internal systems.
• Risk & Issue Management: Identify potential risks, develop mitigation strategies, and communicate status updates to senior leadership, maintaining transparency throughout the product lifecycle.
• Global Service Alignment: Understand regional variations in support expectations, adapt the product roadmap to accommodate local nuances, and champion a unified yet flexible CS experience worldwide.
• Metrics & Impact Measurement: Establish key performance indicators (KPIs) such as First Contact Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction (CSAT), and use analytics to drive continuous improvement.
• Culture Advocacy: Embody and promote arenaflex’s core values—creativity, curiosity, and collaboration—while fostering an environment where innovative ideas can flourish.

Essential Qualifications – What You Bring to the Table

• Minimum 4 years of product management experience focused on customer‑facing or internal support tools, preferably within a high‑growth, technology‑driven environment.
• Demonstrated ability to make data‑informed decisions, balancing quantitative insights with qualitative user feedback.
• Proven track record of delivering products that measurably improve customer and agent experiences (e.g., reduced AHT, increased CSAT).
• Strong analytical mindset with experience in defining, tracking, and interpreting product metrics.
• Exceptional written and verbal communication skills, capable of influencing senior stakeholders and building trust across diverse teams.
• Experience working with CCaaS, CPaaS, UCaaS, or CRM platforms—whether integrating third‑party solutions or building in‑house capabilities.
• Ability to lead without formal authority, rallying cross‑functional teams around a shared vision.
• Comfort with remote collaboration tools and a proven ability to thrive in a fully distributed work environment.

Preferred Qualifications – The Extra Edge

• Background in global product launches, with exposure to multi‑regional compliance and localization challenges.
• Hands‑on experience with agile methodologies, including Scrum or Kanban, and a deep understanding of iterative product development.
• Familiarity with data engineering concepts such as event streaming, data pipelines, and API design.
• Previous exposure to the entertainment or streaming industry, providing insight into the unique expectations of media consumers.
• Advanced degree in Business, Computer Science, Human‑Computer Interaction, or a related field.

Core Skills & Competencies – Success Factors

• Strategic Thinking: Ability to see the big picture while meticulously managing the details that bring a product to life.
• Customer‑Centric Mindset: Deep empathy for both end‑users and support agents, translating their needs into actionable product features.
• Collaboration & Influence: Skilled at building consensus across engineering, design, data, and business teams without direct reporting lines.
• Technical Fluency: Comfortable discussing architecture, APIs, and data flows with engineers and vendors.
• Problem‑Solving: Proactive in identifying obstacles, proposing creative solutions, and driving decisions forward.
• Adaptability: Thrives in a fast‑paced, ever‑changing environment where priorities shift based on market and user feedback.

Career Growth & Learning Opportunities at arenaflex

arenaflex invests heavily in the professional development of its employees. As a Product Manager, you will have access to:

• Mentorship programs with senior leaders in product, engineering, and design.
• Continuous learning stipends for conferences, certifications, and online courses.
• Opportunities to lead high‑visibility, cross‑functional initiatives that shape the future of global customer support.
• Rotational programs that allow you to explore adjacent product areas such as content recommendation, personalization, or data analytics.
• A clear promotion pathway from senior product roles to Director of Product, VP of Customer Experience, or broader leadership positions within arenaflex.

Work Environment & Culture – Life at arenaflex

arenaflex champions a culture of freedom, responsibility, and inclusion. Our remote‑first policy means you can work from anywhere in the world while staying connected through regular virtual coffee chats, team‑wide retrospectives, and quarterly in‑person meet‑ups. We celebrate diversity of thought, encourage bold experimentation, and recognize that the best ideas often come from unexpected places. Employees enjoy:

• Flexible work hours that respect personal rhythms and time zones.
• A collaborative Slack community where ideas are shared openly.
• Health and wellness benefits, including mental‑health resources and virtual fitness classes.
• Generous paid time off, parental leave, and sabbatical options.
• Competitive compensation packages that reflect market standards and individual performance.

Compensation, Perks & Benefits

While exact figures vary based on experience and location, the role offers a competitive hourly rate ranging from $25 to $35 per hour, complemented by performance bonuses, equity participation, and a comprehensive benefits suite. Additional perks include:

• Medical, dental, and vision coverage for you and your dependents.
• Retirement savings plans with company matching.
• Annual learning allowance for professional development.
• Access to arenaflex’s entertainment library for personal enjoyment.
• Employee assistance programs and wellness initiatives.

How to Apply – Join the arenaflex Journey

If you are passionate about building world‑class customer service experiences, thrive in a collaborative, data‑driven environment, and want to make a tangible impact on millions of users worldwide, we want to hear from you. Submit your application today and become a catalyst for the next chapter of arenaflex’s customer‑centric evolution.

Apply Now and start shaping the future of customer service at arenaflex!