Senior Product Manager – Customer Service Platform (Remote) – $25/hr – arenaflex Global Opportunities

About arenaflex – Pioneering Entertainment & Technology

arenaflex is a world‑leading streaming and digital entertainment brand that connects over 200 million members to the stories, series, movies, and interactive experiences they love. Our mission is to remove every barrier between a viewer and the content they crave, delivering seamless, personalized experiences across every device and market. As a technology‑driven company, arenaflex invests heavily in innovative customer‑service solutions, data‑rich platforms, and AI‑powered tools that empower both our members and the teams that support them. Joining arenaflex means becoming part of a culture that celebrates curiosity, bold thinking, and relentless focus on the customer.

Why This Role Matters

Our Customer Service (CS) organization is the front line of the arenaflex experience. The CS Platform team builds the digital backbone that enables support agents, community moderators, and self‑service tools to resolve member issues quickly and delightfully. As the Senior Product Manager – Customer Service Platform, you will shape the roadmap for a critical, high‑visibility product that directly impacts member satisfaction, agent efficiency, and the overall health of the brand. This is a senior, cross‑functional role with no direct reports, allowing you to focus on strategic influence, rapid execution, and measurable outcomes.

Key Responsibilities

• Product Vision & Strategy: Define and communicate a compelling long‑term vision for the arenaflex Customer Service Platform, aligning it with corporate goals and member‑centric metrics.
• Roadmap Ownership: Prioritize feature development, enhancements, and integrations (including new component onboarding, UI upgrades, data pipelines, APIs, and system integrations) based on member feedback, agent pain points, and business impact.
• Cross‑Functional Collaboration: Partner closely with engineering, design, data science, analytics, and external vendor teams to deliver high‑quality releases on schedule.
• Requirement Gathering & Definition: Lead discovery workshops, capture detailed requirements, translate them into clear user stories, and maintain a well‑groomed backlog.
• Risk Management: Identify technical and operational risks early, develop mitigation plans, and communicate trade‑offs to stakeholders.
• Stakeholder Alignment: Work hand‑in‑hand with every CS functional group (support agents, community moderators, quality assurance, training) to understand their vision, challenges, and success criteria.
• Vendor Management: Oversee relationships with external platform providers, consulting firms, and technology partners, ensuring contractual deliverables meet arenaflex standards.
• Global Localization: Recognize and adapt to differing support expectations across regions, tailoring the platform experience to meet local compliance and cultural nuances.
• Scalability & Performance: Extend platform capabilities as business needs evolve, ensuring the system can handle growing member volumes and new service channels.
• Cultural Advocacy: Model and champion arenaflex’s unique culture of freedom, responsibility, and innovation throughout the product lifecycle.

Essential Qualifications

• Minimum 3 years of product management experience delivering consumer‑facing or internal-facing SaaS solutions, preferably in the customer‑service domain.
• Demonstrated ability to make data‑driven decisions, balancing quantitative insights with qualitative judgment.
• Proven track record of shipping projects that measurably improved customer or agent experience (e.g., reduced average handling time, increased first‑contact resolution).
• Strong written and verbal communication skills, with the ability to craft compelling presentations, influence senior leaders, and build trust across functional teams.
• Experience influencing without direct authority, guiding cross‑functional teams toward shared outcomes.
• Hands‑on familiarity with CCaaS, CPaaS, UCaaS, and CRM platforms—both third‑party and custom‑built solutions.
• Solid understanding of customer‑service best practices and the unique challenges of supporting a global, multi‑language member base.
• Bachelor’s degree in Business, Computer Science, Engineering, or a related field (or equivalent practical experience).

Preferred Qualifications & Additional Skills

• Experience working on large‑scale, globally distributed products, especially those that require extensive localization and compliance considerations.
• Background in agile product development, with a deep appreciation for iterative delivery and continuous improvement.
• Technical fluency to engage meaningfully with engineering teams on architecture, APIs, data pipelines, and integration points.
• Familiarity with modern analytics tools (e.g., Looker, Tableau, Amplitude) to surface actionable insights for product decisions.
• Passion for emerging technologies such as AI‑driven chatbots, voice assistants, and predictive support routing.
• Experience managing relationships with external consulting firms or technology vendors, negotiating contracts, and ensuring delivery quality.

Core Competencies for Success

• Customer Obsession: An unwavering focus on delivering exceptional experiences for both members and support agents.
• Strategic Thinking: Ability to see the big picture, anticipate future needs, and craft roadmaps that balance short‑term wins with long‑term vision.
• Analytical Rigor: Comfort working with large data sets, defining metrics, and interpreting results to guide product direction.
• Collaboration & Influence: Skilled at building consensus, navigating complex stakeholder landscapes, and driving alignment without direct authority.
• Adaptability: Thrive in a fast‑moving environment where priorities shift, new challenges emerge, and innovative solutions are required.
• Communication Excellence: Clear, concise, and compelling storytelling for both technical and non‑technical audiences.

Career Growth & Learning Opportunities

At arenaflex, product managers are encouraged to expand their expertise through mentorship programs, internal workshops, and access to industry conferences. You will have the chance to:

• Lead high‑impact initiatives that directly influence millions of members worldwide.
• Collaborate with senior leadership on strategic decisions that shape the future of arenaflex’s customer experience.
• Gain exposure to cutting‑edge technologies such as AI‑powered support bots, real‑time analytics, and next‑generation communication platforms.
• Participate in cross‑functional rotations, allowing you to deepen knowledge in engineering, design, data science, and operations.
• Earn professional certifications (e.g., Certified Scrum Product Owner, Pragmatic Marketing) supported by arenaflex’s learning budget.

Work Environment & Culture at arenaflex

arenaflex champions a culture of freedom and responsibility. Our remote‑first policy empowers you to work from anywhere in the United States, with flexible hours that respect work‑life balance. You’ll join a diverse, inclusive team that values curiosity, boldness, and continuous improvement. Regular virtual coffee chats, quarterly all‑hands, and a vibrant internal community ensure you stay connected, inspired, and recognized for your contributions.

Compensation, Perks & Benefits

We offer a competitive hourly rate of $25 per hour, complemented by a comprehensive benefits package that includes:

• Health, dental, and vision insurance with generous employer contributions.
• 401(k) matching and financial wellness programs.
• Paid time off, parental leave, and flexible holidays.
• Remote work stipend for home office setup, high‑speed internet, and ergonomic accessories.
• Wellness allowance, mental‑health resources, and employee assistance programs.
• Access to a global library of learning resources, including Udemy, Coursera, and internal training portals.
• Employee discount on arenaflex subscriptions and exclusive entertainment perks.

How to Apply

If you are passionate about building world‑class customer‑service platforms, thrive in a collaborative, data‑driven environment, and want to make a tangible impact on millions of members, we want to hear from you. Click the link below to submit your application and start your journey with arenaflex.

Apply!

Join arenaflex – Where Innovation Meets Impact

At arenaflex, every product decision is a chance to enhance the way people experience entertainment. As the Senior Product Manager for our Customer Service Platform, you will be at the heart of that mission, shaping tools that empower agents, delight members, and drive business growth. Take the next step in your career and help us deliver unforgettable experiences to a global audience.