Experienced Full Stack Product Manager – Customer Service Innovation and Experience

At arenaflex, we're revolutionizing the way people enjoy their favorite shows, movies, and games. With over 283 million paid memberships in over 190 countries, we're committed to providing an unparalleled entertainment experience. As a Product Manager of Customer Service, you'll play a pivotal role in shaping the future of customer support at arenaflex. You'll lead the innovation and development of our Help Center platform, leveraging cutting-edge technologies like Generative AI (GenAI) to create seamless and efficient customer experiences.

About arenaflex

arenaflex is a global entertainment leader, dedicated to delivering the best-in-class content to our members worldwide. Our mission is to entertain the world, and we're passionate about creating a culture that values diversity, inclusion, and innovation. With a strong focus on customer satisfaction, we're committed to providing exceptional support to our members, ensuring they can enjoy their favorite shows, movies, and games without any interruptions.

Key Responsibilities

As a Product Manager of Customer Service, you'll be responsible for:

• Owning the end-to-end product management for the arenaflex Help Center site, including chat and GenAI adoption to enhance issue resolution and the overall customer support experience.
• Helping define strategy, capturing requirements, clarifying prioritization, identifying dependencies, mitigating risks and impediments, communicating, and creating a roadmap.
• Collaborating with the insights team to gather and analyze customer feedback to identify pain points and prioritize impactful features, including self-service options and advanced search capabilities.
• Monitoring KPIs like search volume, customer satisfaction, and contact rate to measure and improve Help Center effectiveness.
• Collaborating with the data science team to develop and execute A/B tests to optimize elements like search functionality and navigation, analyzing results to drive improvements.
• Delivering innovative customer experience solutions through close collaboration with CS, design, engineering, and data engineering and scientist teams as well as third-party solution providers and/or consulting firms.
• Expanding product management responsibility to other tools as business needs present.

What We're Looking For

We're seeking an experienced Product Manager with a proven track record of executing projects that measurably enhance customer experiences. You'll have:

• 7+ years of product management experience in consumer products, with a deep understanding of Customer Service business and prior experience managing a Help Center site.
• A quick learner with the ability to work in a fast-paced global environment.
• Exceptional multitasking abilities, thriving in high-pressure environments and effectively managing multiple priorities.
• The ability to make informed and strategic decisions using both data and judgment, with a focus on delivering exceptional customer experiences.
• Demonstrated organizational leadership and influence without relying on hierarchy, inspiring and motivating cross-functional teams.
• Outstanding written and verbal communication skills, with the ability to create compelling memos and presentations.
• Experience with customer service and global products is a plus, along with a passion for exploring new technologies like GenAI to drive innovation.
• A strong understanding of A/B testing methodologies and data analysis techniques to drive product improvements.
• Experience with user research and user experience design principles to ensure a customer-centric approach.
• The ability to interpret data and translate insights into actionable improvements for the Help Center platform.
• Experience with GenAI chat technologies to enhance customer support interactions.

Compensation and Benefits

arenaflex offers a comprehensive compensation structure, including an annual salary, with the option to choose how much of your compensation you want in salary versus stock options. Our compensation range for this role is $160,000 - $390,000. We also provide a range of benefits, including:

• Health Plans
• Mental Health support
• 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
• Flexible time off

Work Environment and Culture

arenaflex is a unique culture and environment, where diversity and inclusion are core values. We're committed to creating a workplace that's inclusive, supportive, and empowering. Our culture is built on a foundation of trust, respect, and open communication, with a focus on innovation, creativity, and collaboration.

How to Apply

If you're passionate about customer experience and innovation, and you're looking for a challenging and rewarding role, we encourage you to apply. Please submit your application, including your resume and a cover letter, through our website. We can't wait to hear from you! Apply Job! Apply for this job