Senior Product Manager – Customer Service Platform (Remote) – arenaflex

About arenaflex

arenaflex is a global leader in entertainment streaming, delivering millions of hours of premium content 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 viewing experience. As the company expands its footprint across continents, the Customer Service organization plays a pivotal role in maintaining the high‑quality support that members expect. Join arenaflex and become part of a culture that values curiosity, collaboration, and the relentless pursuit of excellence.

Why This Role Matters

In the fast‑moving world of digital entertainment, the Customer Service platform is the backbone that connects subscribers, support agents, and internal tools. As the Senior Product Manager – Customer Service Platform, you will shape the future of arenaflex’s contact‑center ecosystem, driving product strategy, roadmap execution, and cross‑functional alignment. Your work will directly influence how quickly and effectively support teams resolve issues, ultimately impacting subscriber satisfaction, retention, and brand loyalty.

Key Responsibilities

• Define and own the product vision, strategy, and roadmap for arenaflex’s Customer Service platform, encompassing new feature intake, UI/UX enhancements, data pipelines, APIs, and integrations with internal tools.
• Partner with engineering, design, data science, and analytics teams to translate business goals into detailed product requirements, user stories, and acceptance criteria.
• Collaborate closely with external vendors and consulting partners to evaluate, select, and integrate best‑in‑class CCaaS, CPaaS, UCaaS, and CRM solutions.
• Facilitate discovery workshops with support operations, frontline agents, and regional leadership to surface pain points, prioritize opportunities, and co‑create innovative solutions.
• Lead the end‑to‑end delivery of product initiatives, managing timelines, dependencies, risk mitigation, and stakeholder communication without direct reports.
• Analyze product performance metrics, conduct A/B testing, and iterate on features to continuously improve agent efficiency and subscriber experience.
• Champion arenaflex’s culture of transparency, inclusion, and high performance by modeling data‑driven decision making and fostering open dialogue across teams.
• Represent the Customer Service product function in executive forums, presenting roadmaps, progress updates, and strategic recommendations to senior leadership.

Essential Qualifications

• Education: Bachelor’s degree in Business, Computer Science, Engineering, or a related field. Advanced degree (MBA, MS) is a plus.
• Experience: Minimum 3 years of product management experience focused on customer‑facing or internal support tools, preferably within a SaaS, streaming, or technology‑driven environment.
• Domain Knowledge: Hands‑on experience with CCaaS, CPaaS, UCaaS, or CRM platforms (e.g., Genesys, Twilio, Salesforce) and a solid understanding of contact‑center operations.
• Analytical Skills: Proven ability to make data‑informed decisions, interpret complex data sets, and translate insights into actionable product improvements.
• Communication: Exceptional written and verbal communication skills; ability to craft clear product documentation, influence without authority, and build trust across diverse stakeholder groups.
• Leadership: Demonstrated capability to lead cross‑functional teams, drive consensus, and deliver results in a matrixed organization.

Preferred Qualifications

• Experience delivering global, multi‑regional product initiatives that address varied regulatory and cultural requirements.
• Track record of launching features that measurably improved key performance indicators such as First Contact Resolution (FCR), Average Handle Time (AHT), and Net Promoter Score (NPS).
• Familiarity with agile methodologies, product discovery frameworks (e.g., Design Thinking, Jobs‑to‑Be‑Done), and modern product development tools (Jira, Confluence, Aha!).
• Background in working with external consulting firms or system integrators to manage complex integrations and migrations.
• Passion for the entertainment industry and a deep empathy for both customers and support agents.

Core Skills & Competencies

• Strategic Thinking: Ability to envision long‑term product trajectories while balancing short‑term operational needs.
• Customer‑Centric Mindset: A relentless focus on delivering exceptional experiences for both subscribers and support agents.
• Technical Fluency: Comfortable discussing architecture, APIs, data flows, and integration points with engineering teams.
• Problem Solving: Skilled at dissecting ambiguous challenges, identifying root causes, and proposing scalable solutions.
• Collaboration: Proven success in building strong relationships across product, engineering, design, data, and business operations.
• Adaptability: Thrive in a fast‑paced environment where priorities shift and new opportunities emerge regularly.

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 programs with senior leaders in product, engineering, and operations.
• Continuous learning stipends for certifications, conferences, and online courses related to product management, data analytics, and emerging technologies.
• Opportunities to lead high‑visibility, cross‑functional initiatives that can fast‑track you to Director‑level roles.
• Rotational assignments across global support hubs, providing exposure to diverse markets and cultural perspectives.

Work Environment & Culture at arenaflex

Our remote‑first philosophy empowers you to work from anywhere in the United States while staying closely connected to a vibrant, inclusive community. arenaflex fosters a culture where:

• Ideas are judged on merit, not hierarchy – you’ll be encouraged to challenge assumptions and propose bold innovations.
• Transparency is a core value – product roadmaps, performance metrics, and strategic decisions are openly shared.
• Collaboration is seamless – we use state‑of‑the‑art communication tools, virtual whiteboards, and regular “all‑hands” gatherings to keep teams aligned.
• Diversity, equity, and inclusion are woven into every hiring and promotion process, ensuring a workplace where every voice is heard.

Compensation, Perks & Benefits

arenaflex offers a competitive compensation package that reflects the expertise you bring to the role. While exact figures vary based on experience and location, you can expect:

• Hourly rate ranging from $20 to $30, with performance‑based bonuses and equity grants.
• Comprehensive health, dental, and vision coverage for you and your dependents.
• Generous paid time off, parental leave, and flexible scheduling to support work‑life balance.
• Retirement savings plans with company matching contributions.
• Home office stipend, high‑speed internet reimbursement, and ergonomic equipment allowances.
• Access to wellness programs, mental‑health resources, and virtual fitness classes.
• Employee assistance programs and continuous learning resources.

How to Apply

If you are passionate about shaping the future of customer service technology and thrive in a dynamic, remote‑first environment, we want to hear from you. Join arenaflex and help millions of subscribers enjoy uninterrupted entertainment every day.

Apply!