Senior Product Manager – Customer Experience Platform (Part‑Time Remote) – arenaflex

About arenaflex – Pioneering Entertainment & Technology

arenaflex is a global leader in streaming entertainment, delivering movies, series, documentaries, and interactive experiences to more than 200 million members worldwide. Our mission is to remove every barrier between a viewer and the content they love, ensuring a seamless, personalized journey from the moment they press play. As a forward‑thinking technology company, arenaflex invests heavily in data‑driven product innovation, cloud‑native architectures, and a culture that celebrates curiosity, inclusion, and relentless improvement.

Why This Role Matters

Our Customer Service (CS) organization is the frontline of the arenaflex experience. The CS Technology team builds the tools, platforms, and integrations that empower support agents to resolve issues quickly, delight customers, and keep churn at a minimum. As a Senior Product Manager you will own the vision and roadmap for the next generation of our contact‑center platform, shaping how millions of users interact with arenaflex support every day.

Key Responsibilities

• Product Vision & Strategy: Define and communicate a clear, data‑backed product strategy for the arenaflex contact‑center platform, covering new feature intake, UI/UX enhancements, data pipelines, APIs, and integrations with internal tools.
• Roadmap Ownership: Prioritize initiatives based on business impact, customer feedback, and technical feasibility, delivering a transparent roadmap that aligns with CS leadership and broader arenaflex objectives.
• Cross‑Functional Collaboration: Partner closely with engineering, design, data science, and external vendor teams to translate requirements into actionable user stories, ensuring seamless delivery across multiple squads.
• Stakeholder Alignment: Facilitate workshops and regular sync‑ups with CS functional groups worldwide to capture pain points, validate assumptions, and co‑create solutions that improve agent productivity and customer satisfaction.
• Risk & Dependency Management: Identify potential risks, dependencies, and blockers early; develop mitigation plans and communicate status updates to senior leadership.
• Metrics & Impact Measurement: Establish key performance indicators (KPIs) such as average handling time, first‑contact resolution, and Net Promoter Score (NPS); track outcomes and iterate based on data‑driven insights.
• Vendor & Partner Management: Lead relationships with external vendors providing CCaaS, CPaaS, UCaaS, and CRM solutions, negotiating contracts, and ensuring seamless integration with arenaflex’s internal ecosystem.
• Cultural Advocacy: Model arenaflex’s values—curiosity, inclusion, and impact—by championing transparent communication, fostering psychological safety, and encouraging innovative thinking across teams.

Essential Qualifications

• Minimum 4 years of product management experience delivering customer‑facing or internal tools, preferably within a SaaS, contact‑center, or enterprise software environment.
• Demonstrated ability to make data‑informed decisions, balancing quantitative analytics with qualitative user research.
• Proven track record of launching features that measurably improve customer or agent experience (e.g., reduced handling time, increased NPS).
• Strong influence without direct authority—experience leading cross‑functional teams through consensus building and persuasive communication.
• Exceptional written and verbal communication skills; ability to craft compelling presentations for executives and technical audiences alike.
• Hands‑on familiarity with CCaaS, CPaaS, UCaaS, and CRM platforms—both as a consumer and as an integrator.
• Experience working on globally distributed products, understanding regional compliance, language, and cultural nuances.
• Bachelor’s degree in Business, Computer Science, Engineering, or a related field; advanced degree is a plus.

Preferred Qualifications & Nice‑to‑Have Skills

• Experience with agile methodologies (Scrum, Kanban) and modern product discovery frameworks.
• Background in data engineering or analytics, enabling you to design robust data pipelines and dashboards for CS metrics.
• Exposure to cloud platforms (AWS, GCP, Azure) and micro‑services architectures.
• Prior work in a high‑growth, fast‑paced tech environment, especially within streaming or media services.
• Multilingual capabilities or experience supporting international CS teams.
• Certification in product management (e.g., Pragmatic Institute, AIPMM) or related fields.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture while drilling down into tactical execution.
• Customer‑Centric Mindset: Deep empathy for both end‑users and support agents, translating insights into actionable product improvements.
• Analytical Acumen: Proficiency with SQL, data visualization tools (Tableau, Looker), and A/B testing frameworks.
• Collaboration & Influence: Skilled at building trust across engineering, design, data, and business teams.
• Adaptability: Comfortable navigating ambiguity, shifting priorities, and evolving market dynamics.
• Leadership Presence: Confident presenter who can articulate vision, rally teams, and inspire execution.

Career Growth & Learning Opportunities

At arenaflex, product managers are encouraged to broaden their expertise through rotational programs, mentorship, and continuous education. In this role you will:

• Gain exposure to global CS operations, learning how support strategies differ across markets.
• Work alongside senior leaders in the CS Technology organization, positioning yourself for future senior‑director or VP‑level roles.
• Participate in internal hackathons, innovation labs, and community‑driven learning circles.
• Access a robust learning stipend for certifications, conferences, and online courses.

Work Environment & Culture at arenaflex

arenaflex embraces a flexible, remote‑first culture. Our teams collaborate across time zones using cutting‑edge communication tools, and we prioritize work‑life harmony. Highlights include:

• Remote‑First Flexibility: Choose a home office setup that works for you; occasional in‑person meet‑ups are optional and fully reimbursed.
• Inclusive Community: Employee Resource Groups (ERGs) for underrepresented voices, regular DEI workshops, and a transparent feedback loop.
• Health & Wellness: Comprehensive medical, dental, and vision plans, mental‑health resources, and a generous paid‑time‑off policy.
• Recognition & Rewards: Quarterly performance bonuses, spot awards, and a culture of public acknowledgment for impactful work.
• Tech‑Driven Workspace: State‑of‑the‑art hardware, cloud‑based development environments, and a budget for home‑office upgrades.

Compensation, Perks & Benefits

While exact figures vary based on experience and location, successful candidates can expect a competitive hourly rate ranging from $25‑$35 per hour, plus performance‑based incentives. Additional benefits include:

• Health, dental, and vision coverage for you and eligible dependents.
• 401(k) matching and financial planning resources.
• Generous paid parental leave and family‑care assistance.
• Annual learning and development stipend.
• Access to arenaflex’s entertainment catalog for personal enjoyment.
• Virtual team‑building events, wellness challenges, and community volunteer days.

Application Process & Next Steps

If you are passionate about shaping the future of customer experience at a world‑class streaming brand, we want to hear from you. To apply, submit your resume, a brief cover letter highlighting your most relevant product achievements, and any portfolio or case studies that demonstrate your impact.

Our recruitment team will review applications on a rolling basis, conduct an initial screening call, and then move qualified candidates through a series of interviews focused on product sense, technical collaboration, and cultural fit.

Join arenaflex – Make an Impact That Millions See

At arenaflex, your work directly influences how millions of members enjoy entertainment every day. By joining our CS Technology team, you become a catalyst for smoother, faster, and more delightful support experiences. Bring your strategic vision, collaborative spirit, and data‑driven mindset—together we’ll build the platform that powers the next generation of customer care.

Ready to shape the future of streaming support? Click the “Apply” button below and start your journey with arenaflex today.