Senior Product Manager – Customer Experience Platform (Remote Data Entry) – $28‑$35/hr – arenaflex

About arenaflex – Pioneering Entertainment & Customer Delight

arenaflex is a global leader in streaming entertainment, delivering millions of hours of premium movies, series, documentaries, and interactive experiences to audiences worldwide. Our mission is to bring joy and inspiration to every viewer, and we achieve this by combining cutting‑edge technology with an unwavering commitment to customer satisfaction. As the entertainment landscape evolves, arenaflex continues to set the standard for innovative content delivery, seamless user experiences, and a culture that celebrates creativity, diversity, and continuous learning.

Why This Role Matters

At arenaflex, the Customer Service (CS) Technology organization is the engine that powers the entire support ecosystem. The team designs, builds, and maintains the platforms that enable our agents to deliver fast, personalized, and friction‑free assistance to millions of subscribers every day. As a Senior Product Manager – Customer Experience Platform, you will be the strategic visionary who shapes the roadmap, drives cross‑functional collaboration, and ensures that every product decision directly enhances the experience of both our customers and our support agents.

Key Responsibilities

• Product Vision & Strategy: Define and communicate a clear, data‑driven product vision for the contact‑center platform, aligning it with arenaflex’s broader business objectives and customer‑centric philosophy.
• Roadmap Development: Prioritize features such as new product intake, feature enhancements, data pipelines, APIs, and system integrations, balancing short‑term wins with long‑term strategic initiatives.
• Cross‑Functional Leadership: Partner with engineering, design, data science, analytics, and external vendor teams to translate requirements into actionable deliverables, ensuring seamless execution across all stages of the product lifecycle.
• Requirement Gathering & Documentation: Conduct deep‑dive discovery sessions with internal stakeholders, capture detailed user stories, define acceptance criteria, and maintain comprehensive product documentation.
• Risk & Dependency Management: Identify potential risks, dependencies, and blockers early; develop mitigation strategies and communicate impacts transparently to leadership and partners.
• Stakeholder Collaboration: Work closely with every CS functional group to understand their unique pain points, translate those insights into product solutions, and champion the adoption of new capabilities.
• Vendor & Partner Coordination: Manage relationships with external vendors and consulting firms, overseeing integration efforts, contract negotiations, and performance monitoring.
• Global Service Model Alignment: Recognize and address variations in support expectations across different regions, ensuring the platform scales effectively while maintaining a consistent user experience.
• Product Expansion: Extend product ownership to additional devices and channels as business needs evolve, driving innovation that keeps arenaflex ahead of industry trends.
• Cultural Ambassadorship: Model arenaflex’s core values—curiosity, inclusion, impact, and excellence—by fostering an environment of collaboration, transparency, and continuous improvement.

Essential Qualifications

• Minimum 2 years of hands‑on product management experience delivering customer‑facing or internal support tools.
• Demonstrated ability to make data‑informed decisions, balancing quantitative insights with qualitative judgment.
• Proven track record of launching features that measurably improve customer satisfaction (e.g., NPS, CSAT) and agent productivity.
• Strong analytical mindset with experience interpreting complex data sets to drive product direction.
• Exceptional written and verbal communication skills, capable of influencing senior leadership and building trust across multidisciplinary teams.
• Experience working with CCaaS, CPaaS, UCaaS, or CRM platforms—whether as a vendor partner or an internal solution.
• Solid understanding of customer support workflows, ticketing systems, and omnichannel communication strategies.
• Ability to lead without direct authority, motivating cross‑functional teams to achieve shared goals.

Preferred Qualifications & Nice‑to‑Have Experience

• Background in scaling global products, with exposure to regional compliance, localization, and cultural nuances.
• Hands‑on experience with agile methodologies, including Scrum or Kanban, and familiarity with tools such as JIRA, Confluence, or Azure DevOps.
• Technical fluency in API design, data integration, and cloud‑based architectures (AWS, GCP, Azure).
• Previous work in the entertainment, media streaming, or SaaS industries.
• Certification in Product Management (e.g., AIPMM, Pragmatic Institute) or related fields.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture while drilling down into granular details.
• Customer‑Obsessed Mindset: Deep empathy for both end‑users and internal agents, translating insights into actionable product improvements.
• Collaboration & Influence: Skilled at building consensus, negotiating trade‑offs, and driving alignment across diverse stakeholder groups.
• Problem‑Solving: Comfortable navigating ambiguity, identifying root causes, and delivering pragmatic solutions.
• Data Literacy: Proficiency with analytics platforms (e.g., Looker, Tableau) and ability to craft dashboards that inform decision‑making.
• Technical Acumen: Understanding of software development lifecycles, API ecosystems, and data pipelines to effectively communicate with engineering teams.
• Adaptability: Thrive in a fast‑paced, ever‑changing environment, embracing new challenges and learning opportunities.

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 across product, engineering, and design.
• Continuous learning stipends for conferences, certifications, and online courses.
• Opportunities to lead high‑visibility, cross‑functional initiatives that directly impact millions of customers.
• Rotational programs that allow you to explore adjacent domains such as content recommendation, data science, or global operations.
• A clear promotion pathway from Senior Product Manager to Group Product Manager, Director of Product, and beyond.

Work Environment & Culture at arenaflex

Our remote‑first philosophy empowers you to work from anywhere in the United States while staying deeply connected to a vibrant, inclusive community. arenaflex’s culture is built on four pillars:

• Freedom & Responsibility: Choose how you work, when you work, and what you focus on—delivering results that matter.
• Inclusivity & Belonging: Diverse perspectives are celebrated; employee resource groups and inclusive hiring practices ensure every voice is heard.
• Innovation & Curiosity: We encourage experimentation, rapid prototyping, and learning from both successes and failures.
• Impact & Excellence: Every product decision is measured against its impact on the customer journey and the business’s long‑term success.

Our virtual collaboration hubs, regular all‑hands meetings, and quarterly “Innovation Days” keep teams aligned, inspired, and motivated.

Compensation, Perks & Benefits

arenaflex offers a competitive hourly rate of $28‑$35 based on experience, along with a comprehensive benefits package that includes:

• Health, dental, and vision insurance with multiple plan options.
• Generous paid time off, holidays, and a flexible vacation policy.
• Retirement savings plan with company matching contributions.
• Wellness stipend, mental‑health resources, and access to virtual fitness classes.
• Home office allowance to set up an ergonomic workspace.
• Employee stock purchase plan (ESPP) and performance‑based bonuses.
• Continuous learning budget and tuition reimbursement for relevant courses.
• Recognition programs that celebrate individual and team achievements.

How to Apply

If you are passionate about building world‑class support platforms, thrive in a collaborative, remote environment, and want to make a tangible impact on millions of viewers worldwide, we want to hear from you. Join arenaflex and help shape the future of entertainment support.

Apply now and become part of a team that values curiosity, impact, and excellence.