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

About arenaflex – Pioneering Entertainment & Technology

arenaflex is a global leader in streaming entertainment, delivering movies, series, documentaries, and interactive experiences to over 200 million members worldwide. Our mission is to remove barriers between audiences and the stories they love, and we achieve that by constantly innovating the technology that powers our service. At arenaflex, the Customer Service (CS) organization is a cornerstone of the member experience, ensuring that every interaction is smooth, helpful, and memorable. As part of our commitment to excellence, we are expanding the CS Platform team and looking for a visionary Product Manager to shape the future of our contact‑center ecosystem.

Role Overview – Product Manager, Customer Service Platform (Remote)

In this senior, cross‑functional role you will own the end‑to‑end product strategy for the arenaflex Customer Service platform. You will partner with engineering, design, data science, and external vendors to deliver a best‑in‑class experience for both members and support agents. While you will not have direct reports, you will lead a matrixed team of specialists, influence senior leadership, and drive measurable improvements in service quality, efficiency, and member satisfaction.

Key Responsibilities

• Product Vision & Roadmap: Define and communicate a clear, data‑driven product vision for the CS platform, including new feature intake, UI enhancements, data pipelines, APIs, and integration points with internal tools.
• Requirement Gathering & Prioritization: Work closely with CS stakeholders across regions to capture user needs, translate them into detailed product requirements, and prioritize the backlog based on impact, effort, and strategic alignment.
• Cross‑Functional Collaboration: Partner with engineering, design, analytics, and external integration partners to ensure seamless delivery of features, from concept through launch and post‑launch optimization.
• Risk & Dependency Management: Identify technical and operational risks, develop mitigation plans, and communicate dependencies to keep projects on schedule.
• Vendor Management: Oversee relationships with third‑party CCaaS, CPaaS, UCaaS, and CRM providers, ensuring contracts, SLAs, and integrations meet arenaflex standards.
• Global Service Alignment: Understand and incorporate regional variations in service expectations, ensuring the platform scales and adapts to diverse market requirements.
• Metrics & Impact Tracking: Define success metrics (e.g., First Contact Resolution, Average Handling Time, Net Promoter Score) and use data to demonstrate product impact on member and agent experience.
• Culture Advocacy: Model arenaflex’s core values—curiosity, inclusion, and relentless improvement—while fostering a collaborative, high‑performance product culture.

Essential Qualifications

• 4+ years of product management experience focused on customer‑facing or internal support tools, preferably within a high‑growth, technology‑driven environment.
• Proven ability to make data‑informed decisions, balancing quantitative analysis with qualitative insights.
• Demonstrated track record of delivering projects that measurably improve customer and employee experiences.
• Strong written and verbal communication skills, with the ability to craft compelling presentations and build trust across cross‑functional teams.
• Experience influencing senior leadership without direct authority, driving alignment through clear vision and persuasive storytelling.
• Hands‑on familiarity with CCaaS, CPaaS, UCaaS, or CRM platforms—both SaaS and custom‑built solutions.
• Deep understanding of contact‑center operations, agent workflows, and member support best practices.

Preferred Qualifications & Additional Experience

• Background in scaling global SaaS products, with exposure to multi‑regional compliance and localization challenges.
• Experience working with data pipelines, API design, and integration architectures.
• Prior exposure to agile development methodologies and product discovery frameworks.
• Passion for entertainment technology and a strong sense of how service experiences influence brand loyalty.
• Advanced degree in Business, Computer Science, Human‑Computer Interaction, or a related field.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture, anticipate future needs, and craft a roadmap that balances short‑term wins with long‑term vision.
• Analytical Acumen: Proficiency with analytics tools (SQL, Tableau, Looker) to surface insights that drive product decisions.
• Collaboration & Influence: Skilled at building consensus across engineering, design, data science, and external partners.
• Customer‑Centric Mindset: Deep empathy for both members and support agents, translating their pain points into actionable product solutions.
• Adaptability: Comfortable thriving in a fast‑paced, remote‑first environment where priorities can shift quickly.
• Leadership Presence: Ability to inspire, motivate, and guide cross‑functional teams without formal authority.

Career Growth & Learning Opportunities

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

• Mentorship from senior product leaders who have built world‑class consumer experiences.
• Continuous learning budgets for conferences, certifications, and online courses.
• Opportunities to rotate into related product areas (e.g., recommendation engine, content delivery) to broaden your expertise.
• Visibility to executive leadership, positioning you for future senior product or general management roles.

Compensation, Perks & Benefits

arenaflex offers a competitive compensation package that reflects the seniority of the role and the market. While exact figures vary by location and experience, you can expect:

• Hourly rate ranging from $25‑$35, with performance‑based bonuses.
• Comprehensive health, dental, and vision coverage.
• Generous paid time off, parental leave, and flexible holiday policies.
• Remote‑first work model with a home office stipend and coworking space allowances.
• Retirement savings plans with company matching.
• Access to arenaflex’s entertainment library for personal enjoyment.
• Wellness programs, employee resource groups, and inclusive community events.

Work Environment & Culture at arenaflex

Our culture is built on a foundation of curiosity, inclusion, and relentless improvement. We celebrate diverse perspectives, encourage bold ideas, and empower teams to experiment and learn quickly. As a remote‑first organization, we prioritize clear communication, regular virtual gatherings, and asynchronous collaboration tools to keep everyone connected, no matter where they are located.

Key cultural pillars include:

• Freedom & Responsibility: You have the autonomy to shape your product while being accountable for outcomes.
• Data‑Driven Decision Making: Every major decision is backed by rigorous analysis and user research.
• Customer Obsession: Our members’ happiness drives every feature, improvement, and initiative.
• Innovation at Scale: We build solutions that serve millions, balancing speed with reliability.

How to Apply

If you are passionate about transforming the way millions of members receive support, thrive in a collaborative, data‑rich environment, and want to leave a lasting impact on a world‑class entertainment platform, we want to hear from you. Submit your application through the arenaflex careers portal, attach your resume, and include a brief cover letter outlining your most relevant experience and why you’re excited about this role.

Join arenaflex and help us shape the future of customer service for a global audience.

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