Senior Product Manager – Customer Service Platform (Remote) – Lead Innovation for arenaflex Call Center Experience

About arenaflex – Pioneering Entertainment & Customer Delight

arenaflex is a global leader in streaming entertainment, delivering millions of hours of premium movies, series, documentaries, and interactive experiences to audiences worldwide. With a commitment to seamless viewing and unrivaled customer satisfaction, arenaflex continuously invests in cutting‑edge technology, data‑driven insights, and a culture that celebrates curiosity, inclusion, and bold thinking. As the company expands its footprint, the Customer Service organization plays a pivotal role in ensuring that every subscriber enjoys a frictionless experience, no matter where they are or how they choose to engage.

Why This Role Matters

At arenaflex, the Customer Service (CS) Platform is the digital backbone that empowers support agents, supervisors, and product teams to deliver fast, personalized, and reliable assistance. The platform integrates voice, chat, email, and emerging channels, harnesses AI‑driven analytics, and connects to internal tools such as knowledge bases, workforce management, and CRM systems. As the Senior Product Manager – Customer Service Platform, you will shape the strategic roadmap, drive cross‑functional execution, and champion a world‑class experience for both customers and the agents who serve them.

Key Responsibilities

• Define and own the product vision, strategy, and roadmap for arenaflex’s contact‑center platform, encompassing new feature intake, major enhancements, data pipelines, APIs, and integrations with internal tools.
• Collaborate closely with engineering, design, data science, and analytics teams to translate business goals into detailed product specifications, user stories, and acceptance criteria.
• Partner with external vendors and consulting partners to evaluate, select, and integrate third‑party solutions (e.g., CCaaS, CPaaS, UCaaS, CRM platforms) that align with arenaflex’s scalability and security standards.
• Facilitate discovery workshops with CS operations, agent experience, and quality assurance groups to surface pain points, prioritize opportunities, and co‑create innovative solutions.
• Lead the end‑to‑end delivery process: from concept, through design, development, testing, and launch, ensuring rigorous risk mitigation, compliance, and performance monitoring.
• Own product metrics and dashboards that measure agent productivity, first‑contact resolution, customer satisfaction (CSAT), Net Promoter Score (NPS), and operational efficiency.
• Act as the primary advocate for the CS platform within arenaflex, communicating roadmap updates, trade‑offs, and success stories to senior leadership and cross‑functional stakeholders.
• Mentor and influence cross‑functional teams without direct reports, fostering a collaborative culture that values data‑driven decision‑making and continuous improvement.
• Identify and resolve gaps in support expectations across different regions, ensuring a consistent and culturally aware experience for global subscribers.
• Champion arenaflex’s core values—curiosity, inclusion, impact, and excellence—by modeling transparent communication, thoughtful risk‑taking, and relentless focus on the customer.

Essential Qualifications

• Experience: Minimum 3 years of product management experience delivering consumer‑facing or internal B2B solutions, preferably within contact‑center, communications, or enterprise SaaS environments.
• Education: Bachelor’s degree in Business, Computer Science, Engineering, or a related field. Advanced degrees are a plus.
• Analytical Acumen: Proven ability to make data‑informed decisions, synthesize quantitative and qualitative insights, and articulate clear prioritization rationales.
• Customer‑Centric Mindset: Demonstrated track record of launching features that measurably improve customer and agent experiences (e.g., reduced handling time, higher CSAT).
• Leadership Without Authority: Experience influencing cross‑functional teams, driving consensus, and delivering results in matrixed organizations.
• Communication Skills: Exceptional written and verbal communication, with the ability to craft compelling presentations, product briefs, and stakeholder updates.
• Technical Fluency: Comfortable discussing architecture, APIs, data pipelines, and integration patterns with engineering and vendor partners.
• Domain Knowledge: Familiarity with CCaaS, CPaaS, UCaaS, and CRM ecosystems, as well as best practices in customer support operations.

Preferred Qualifications & Additional Skills

• Experience managing global, multi‑regional product initiatives and navigating regulatory considerations (e.g., GDPR, CCPA).
• Background in AI/ML‑enabled support tools such as chatbots, sentiment analysis, or predictive routing.
• Hands‑on experience with agile methodologies, continuous delivery, and DevOps practices.
• Track record of delivering measurable business impact—e.g., 15% reduction in average handle time, 10‑point uplift in NPS.
• Strong stakeholder management skills, with the ability to build trust and partnership across product, engineering, legal, finance, and operations.
• Passion for entertainment and a deep understanding of subscriber expectations in a streaming context.

Career Growth & Learning Opportunities

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

• Mentorship from senior leaders in product, engineering, and customer experience.
• Opportunities to lead high‑visibility, company‑wide initiatives that influence millions of subscribers.
• Continuous learning programs, including workshops on advanced analytics, design thinking, and emerging communication technologies.
• Cross‑functional rotations that broaden your expertise across product, operations, and data science.
• A clear promotion pathway to Director of Product, Group Product Lead, or other senior leadership roles within arenaflex’s global organization.

Work Environment & Culture at arenaflex

arenaflex embraces a flexible, remote‑first work model that empowers employees to thrive from anywhere. Our culture is built on:

• Freedom & Responsibility: You are trusted to set your own schedule, manage your workload, and deliver results without micromanagement.
• Inclusivity: Diverse perspectives are celebrated, and every voice is encouraged to contribute to product decisions.
• Innovation: A bias toward experimentation, rapid prototyping, and learning from both successes and failures.
• Collaboration: Regular virtual “coffee chats,” cross‑team hackathons, and open forums that foster community and knowledge sharing.
• Well‑Being: Comprehensive mental‑health resources, wellness stipends, and a supportive environment that values work‑life balance.

Compensation, Perks & Benefits

arenaflex offers a competitive compensation package that reflects the importance of this role, including:

• Hourly rate ranging from $20–$30, commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to product impact and business outcomes.
• Full‑time benefits package: health, dental, vision, life insurance, and retirement savings plans.
• Generous paid time off, parental leave, and flexible holidays.
• Professional development budget for certifications, conferences, and online courses.
• Home office stipend to equip your remote workspace with ergonomic furniture and technology.
• Access to arenaflex’s entertainment library for personal enjoyment.

How to Apply

If you are driven by the challenge of building world‑class support platforms, thrive in a fast‑moving, data‑rich environment, and want to make a tangible impact on millions of subscribers worldwide, we want to hear from you. Join arenaflex and help shape the future of customer service excellence.

Apply Now!