Senior Product Manager – Customer Service Platform & Contact Center Innovation (Remote – Work From Home) – $26/hr – arenaflex

About arenaflex

arenaflex is a global leader in entertainment streaming, serving more than 200 million members worldwide. Our mission is to eliminate every barrier between a viewer and the stories they love, whether it’s a blockbuster movie, a binge‑worthy series, or an interactive game. To achieve that, we invest heavily in technology, data, and people‑first design. Our Customer Service organization is the front line of that promise, ensuring that every interaction feels seamless, helpful, and personal. As part of our continued growth, the arenaflex Customer Service Technology team is building the next‑generation contact‑center platform that will power every agent, chatbot, and self‑service tool for the next decade.

Role Overview

We are seeking an experienced, visionary Product Manager to lead the evolution of our Contact Center Platform. This senior‑level role does not include direct reports; instead, you will influence cross‑functional teams across design, engineering, data science, operations, and third‑party partners. Your mandate is to define strategy, prioritize features, and drive execution that delivers measurable improvements to both member experiences and agent productivity. If you thrive in fast‑paced, data‑driven environments and love shaping products that impact millions of users daily, this is the opportunity for you.

Key Responsibilities

• Strategic Leadership: Own the product vision for the Contact Center Platform, setting long‑term goals, roadmaps, and success metrics that align with arenaflex’s broader customer experience strategy.
• Feature Adoption & Integration: Champion the rollout of new features, API enhancements, data feeds, and integrations with internal tools, working closely with third‑party solution providers to ensure seamless adoption.
• Requirement Capture & Prioritization: Translate business needs into clear, actionable product requirements, balance competing priorities, and manage dependencies across multiple teams.
• Cross‑Functional Collaboration: Partner with each functional CS team (e.g., Voice, Chat, Email, Social) to understand their unique challenges and co‑create solutions that drive operational efficiency.
• Risk Management: Identify potential risks, develop mitigation plans, and communicate status updates to stakeholders, ensuring timely delivery of high‑impact initiatives.
• Global Experience Tailoring: Analyze regional support expectations and customize the platform experience to meet diverse market needs while maintaining a consistent brand experience.
• Tool Expansion: Extend product management ownership to adjacent CS tools and platforms as business needs evolve, fostering a unified technology ecosystem.
• Cultural Advocacy: Embody and promote the unique, high‑performance culture of arenaflex, championing transparency, curiosity, and a relentless focus on the customer.

Essential Qualifications

• Minimum 3 years of product management experience delivering consumer‑focused or content‑centric products.
• Proven ability to make difficult decisions using a blend of quantitative data analysis and qualitative judgment.
• Demonstrated track record of launching initiatives that measurably improve both customer satisfaction (CSAT) and agent efficiency (AHT, FCR).
• Exceptional written and verbal communication skills, with the ability to craft clear memos, compelling presentations, and persuasive business cases.
• Experience influencing without formal authority, building trust, and forging strong cross‑functional partnerships.
• Strong leadership presence: inspire, motivate, and guide designers, engineers, and data scientists toward shared goals.
• Hands‑on experience with CCaaS, CPaaS, UCaaS, or CRM platforms—whether evaluating third‑party solutions or developing proprietary tools.
• Background in customer service technology, preferably within a high‑growth, global consumer brand.

Preferred Qualifications

• Experience managing products that serve a global user base, with an understanding of regional compliance, language, and cultural nuances.
• Advanced degree in Business Administration, Computer Science, Human‑Computer Interaction, or a related field.
• Familiarity with agile development methodologies and product discovery frameworks such as Jobs‑to‑Be‑Done or Design Thinking.
• Track record of working closely with external vendors, negotiating contracts, and overseeing integration projects.
• Passion for emerging contact‑center technologies such as AI‑driven chatbots, voice analytics, and omnichannel orchestration.

Core Skills & Competencies

• Analytical Acumen: Ability to dive deep into data, extract insights, and translate them into product decisions that drive ROI.
• Customer‑Centric Mindset: Empathy for both members and agents, ensuring every feature adds real value to the end‑user experience.
• Strategic Thinking: Visionary outlook that balances short‑term wins with long‑term platform scalability.
• Collaboration & Influence: Skilled at aligning diverse stakeholders, from engineers to senior leadership, around a common product vision.
• Technical Fluency: Comfortable discussing APIs, data pipelines, and integration architectures with engineering teams.
• Communication Excellence: Clear, concise, and compelling storytelling in both written and verbal formats.
• Adaptability: Thrive in a fast‑changing environment, quickly pivoting priorities while maintaining focus on core objectives.

Career Growth & Learning Opportunities

At arenaflex, product managers are empowered to own their roadmap and see the impact of their work on millions of users. You will have direct access to senior leadership, mentorship from seasoned product veterans, and the chance to work on high‑visibility initiatives that shape the future of global customer service. Continuous learning is encouraged through internal workshops, external conferences, and a generous tuition reimbursement program. As you demonstrate success, pathways to senior product leadership, director‑level roles, or specialized product strategy positions become available.

Work Environment & Culture

Our remote‑first philosophy means you can work from anywhere while staying deeply connected to a vibrant, collaborative community. arenaflex values transparency, freedom, and responsibility—employees are trusted to deliver results without micromanagement. Regular virtual “culture days,” cross‑team hackathons, and informal coffee chats foster a sense of belonging. The company invests heavily in mental‑wellness resources, inclusive employee resource groups, and a supportive environment where diverse perspectives are celebrated.

Compensation, Perks & Benefits

• Competitive Salary: $26 per hour, with performance‑based bonuses and annual salary reviews.
• Comprehensive Health Coverage: Medical, dental, vision, and mental‑health benefits for you and your dependents.
• Generous Paid Time Off: Flexible PTO policy that encourages work‑life balance and rejuvenation.
• Parental Leave: Extended paid leave for new parents, supporting families during critical life moments.
• Retirement Savings: 401(k) plan with company matching contributions to help you build long‑term financial security.
• Equity Participation: Stock options or awards that align your success with the company’s growth.
• Wellness Programs: Fitness allowances, virtual wellness classes, and access to mental‑health resources.
• Professional Development: Tuition reimbursement, certification sponsorships, and a robust internal learning platform.
• Employee Assistance Program (EAP): Confidential counseling and support services for personal or work‑related challenges.
• Flexible Work Arrangements: Remote‑first setup, flexible hours, and occasional in‑person meet‑ups at regional hubs.
• Entertainment & Content Access: Complimentary access to arenaflex’s streaming library for personal enjoyment and product insight.

How to Apply

If you are ready to shape the future of customer service at a world‑class entertainment brand, we want to hear from you. Please submit your resume, a brief cover letter outlining your relevant experience, and any portfolio or case studies that demonstrate your product management impact.

Join arenaflex Today

At arenaflex, you will be part of a mission‑driven team that puts members and agents at the heart of every decision. Your work will directly influence how millions of people experience entertainment, making each viewing moment smoother and more enjoyable. We value curiosity, boldness, and a relentless focus on the customer—qualities that will help you thrive in this role. Apply now and become a catalyst for innovation in the world’s most beloved streaming platform.

Apply!