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

About arenaflex

arenaflex is a global leader in entertainment streaming, serving more than 200 million members worldwide. Our mission is to deliver seamless, unforgettable viewing experiences, ensuring that nothing stands between our members and the movies, series, and games they love. To uphold this promise, arenaflex’s Customer Service organization continuously invests in cutting‑edge technology, data‑driven insights, and a culture of relentless innovation. As part of this ecosystem, the CS Technology Team builds and maintains the tools that empower agents to resolve issues quickly, delight customers, and scale efficiently across every market we serve.

Why This Role Matters

At arenaflex, the Contact Center Platform is the digital backbone of our customer support operation. It connects agents, members, third‑party vendors, and internal systems into a unified experience. As a Senior Product Manager, you will own the product vision, roadmap, and execution for this platform. You will partner with design, engineering, data science, operations, and external solution providers to create a best‑in‑class environment where agents can help members effortlessly, and members feel heard and valued.

Key Responsibilities

• Product Leadership: Define and champion the long‑term strategy for the Contact Center Platform, including feature adoption, enhancements, data feeds, APIs, and seamless integration with arenaflex’s internal tools.
• Roadmap Development: Capture business requirements, prioritize initiatives, identify dependencies, mitigate risks, and communicate a clear, data‑backed roadmap to stakeholders.
• Cross‑Functional Collaboration: Work closely with each functional CS team (Agent Experience, Knowledge Management, Quality Assurance, etc.) to understand their unique challenges and co‑create solutions that drive measurable improvements.
• Third‑Party Integration Management: Lead the evaluation, selection, and integration of third‑party CCaaS, CPaaS, UCaaS, and CRM solutions, ensuring they align with arenaflex’s standards for security, scalability, and performance.
• Global Experience Tailoring: Analyze regional support expectations and adapt the platform to meet diverse cultural, regulatory, and operational needs across the globe.
• Data‑Driven Decision Making: Leverage analytics and experimentation to validate hypotheses, optimize agent workflows, and continuously improve member satisfaction scores.
• Influence Without Direct Authority: Inspire and guide designers, engineers, and data scientists through vision, mentorship, and collaborative problem‑solving, while fostering a high‑trust, high‑autonomy environment.
• Culture Advocacy: Embody arenaflex’s unique culture of freedom and responsibility, championing transparency, candor, and a relentless focus on outcomes.

Essential Qualifications

• Minimum 3 years of product management experience delivering consumer‑focused or content‑centric products, preferably within a high‑growth, technology‑driven environment.
• Demonstrated ability to make tough decisions using a blend of quantitative data, qualitative insights, and sound judgment.
• Proven track record of launching initiatives that measurably improve both customer and agent experiences (e.g., reduced average handling time, increased Net Promoter Score, higher first‑contact resolution).
• Exceptional written and verbal communication skills, with the ability to craft clear memos, compelling presentations, and persuasive business cases.
• Experience influencing cross‑functional teams without formal authority, building trust, and driving consensus across diverse stakeholder groups.
• Strong leadership presence—capable of motivating, coaching, and aligning designers, engineers, and data scientists toward a shared vision.
• Hands‑on familiarity with CCaaS, CPaaS, UCaaS, and CRM platforms, whether through third‑party integrations or internally built solutions.
• Background in customer service technology, contact center operations, or related domains is highly desirable.
• Exposure to global product launches and the ability to navigate regional regulatory and cultural nuances is a plus.

Preferred Skills & Competencies

• Strategic Thinking: Ability to see the big picture while diving deep into execution details.
• Analytical Acumen: Proficiency with data analysis tools (SQL, Tableau, Looker) and a comfort with A/B testing, cohort analysis, and KPI tracking.
• Technical Fluency: Understanding of API design, micro‑services architecture, and modern cloud platforms (AWS, GCP, Azure) to effectively converse with engineering teams.
• Customer Empathy: A genuine passion for solving real‑world problems that members and agents encounter daily.
• Agile Mindset: Experience working in fast‑paced, iterative environments, delivering incremental value each sprint.
• Change Management: Skill in guiding teams through adoption of new tools, processes, and cultural shifts.

Career Growth & Learning Opportunities

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

• Mentorship from senior leaders who have built world‑class products at scale.
• Continuous learning budgets for conferences, certifications, and advanced coursework.
• Opportunities to lead high‑visibility, cross‑regional initiatives that shape the future of arenaflex’s global support ecosystem.
• Rotational programs that allow you to deepen expertise in related areas such as data science, UX design, or engineering management.
• A clear promotion pathway to Director of Product, Group Product Manager, or specialized leadership roles within the broader arenaflex organization.

Work Environment & Culture at arenaflex

arenaflex embraces a culture of freedom and responsibility. Employees are trusted to make decisions, own outcomes, and balance autonomy with accountability. The company champions:

• Flexibility: Remote‑first work model with the ability to choose your ideal workspace.
• Transparency: Open sharing of strategy, performance metrics, and company‑wide goals.
• Innovation: A safe environment for experimentation, where failure is viewed as a learning opportunity.
• Diversity & Inclusion: Commitment to building a workforce that reflects the global audience we serve.
• Collaboration: Cross‑functional teams that break silos and celebrate collective success.

Compensation, Perks & Benefits

arenaflex offers a competitive compensation package that reflects the value you bring to the organization. While exact figures may vary, candidates can expect:

• Base Salary: $26 per hour, with performance‑based bonuses and equity participation.
• Health & Wellness: Comprehensive medical, dental, and vision coverage for you and your dependents.
• Paid Time Off (PTO): Generous, flexible PTO policy that encourages work‑life balance.
• Parental Leave: Extended paid leave for new parents, supporting families during critical life moments.
• Retirement Savings: 401(k) plan with company matching contributions.
• Stock Options & Awards: Opportunity to share in arenaflex’s long‑term success through equity.
• Wellness Programs: Fitness allowances, mental‑health resources, and wellness challenges.
• Professional Development: Tuition reimbursement, learning platforms, and internal training workshops.
• Employee Assistance Program (EAP): Confidential support for personal and professional challenges.
• Flexible Work Arrangements: Remote work options, flexible hours, and a results‑oriented culture.
• Travel & Entertainment: Access to arenaflex content, travel perks, and occasional team‑building events.

How to Apply

If you are passionate about shaping the future of customer service technology, thrive in a fast‑moving, data‑driven environment, and want to make a tangible impact on millions of members worldwide, we want to hear from you. Join arenaflex and help us build the next generation of contact center experiences.

Apply Now and become a catalyst for exceptional member and agent experiences at arenaflex.