Experienced Senior Product Manager – Customer Service Platform & Member Experience Strategy

About arenaflex

arenaflex is one of the world’s leading entertainment services, with 278 million paid memberships across more than 190 countries. Members enjoy TV series, films, and games spanning a wide variety of genres and languages, with the freedom to play, pause, and resume whenever they want, change their plans at any time, and access content anywhere, anytime. Behind every seamless viewing experience is a global team dedicated to making sure nothing gets between our members and the stories they love.

Our Customer Service (CS) organization plays a critical role in that promise. When members need help, our agents are there to deliver exceptional support across every touchpoint. To make that possible, we rely on a sophisticated ecosystem of tools, platforms, and technologies that empower our support teams to resolve issues quickly, accurately, and with empathy. The CS Technology team sits at the heart of this mission, owning the enterprise platforms and member management systems that keep our service running at world-class scale.

We are now looking for an experienced, strategic, and visionary Senior Product Manager to lead innovation within our member management platform, shape the long-term roadmap, and partner across design, engineering, operations, insights, analytics, and third-party solution providers. This is a senior individual contributor role with enormous cross-functional influence and the opportunity to directly shape the experience of millions of members and thousands of support agents worldwide.

The Role

As a Senior Product Manager for the Customer Service Platform at arenaflex, you will be the key driver of strategy, execution, and innovation for our member management enterprise platform. You will define the future of how agents interact with member data, how tools integrate to streamline workflows, and how global CS operations scale to meet the needs of an ever-growing and diversifying membership base.

This role requires someone who thrives in ambiguity, loves operating at the intersection of business strategy, technology, and human-centered design, and can wear multiple hats with ease. You will partner closely with design, engineering, data science, operations, and external vendors to deliver best-in-class platform experiences that enable our customer service teams to provide world-class support to arenaflex members across streaming, games, live experiences, ads, and beyond.

Although this is a senior role, like most PMs at arenaflex, you will lead through influence rather than direct management. Your impact will come from your ability to inspire, align, and mobilize cross-functional teams toward a shared vision, while staying hands-on with the product itself.

Key Responsibilities

• Lead Product Vision and Strategy: Own the long-term product strategy and prioritized roadmap for arenaflex’s member management platform, including features, capabilities, data pipelines, APIs, and integrations with third-party solutions.
• Drive Cross-Functional Collaboration: Partner with each CS functional team to deeply understand their vision, workflows, and challenges, and co-create solutions that improve both agent efficiency and member satisfaction.
• Capture and Clarify Requirements: Gather, synthesize, and prioritize product requirements from diverse stakeholders, balancing member needs, agent feedback, business goals, and technical feasibility.
• Manage Risk and Dependencies: Proactively identify dependencies, mitigate risks and impediments, and ensure clear, consistent communication across all partners.
• Deliver Complex Platform Initiatives: Manage end-to-end development and delivery of product features, working closely with engineering, data science, third-party solution partners, and consulting firms.
• Tailor Experiences Globally: Understand and account for differences in support expectations across regions worldwide, and design nuanced experiences for arenaflex’s various services and products, including Streaming, Games, Live Experiences, and Ads.
• Expand Platform Scope: Take on additional product management responsibilities for adjacent tools as business needs evolve and new opportunities emerge.
• Embody arenaflex Culture: Act as a steward of arenaflex’s unique culture, fostering a workplace built on freedom, responsibility, inclusion, and impact.

What We’re Looking For

Essential Qualifications

• Extensive Product Management Experience: 5+ years of proven experience leading product management for consumer-facing or internal-facing products, with a track record of delivering meaningful business outcomes.
• Customer Service Domain Expertise: A deep understanding of the Customer Service business and contact center operations is required. You should know what makes agents successful and what creates great member experiences.
• Member Management Platform Experience: Prior hands-on experience working with member management products — whether third-party platforms or in-house built systems — is essential.
• Exceptional Multitasking Abilities: The capacity to thrive in a high-pressure, fast-paced global environment while managing multiple priorities and stakeholders simultaneously.
• Outstanding Communication Skills: Excellent written and verbal communication, with the ability to craft compelling memos and presentations, build trust, and create collaborative partnerships across functions.
• Leadership Without Authority: Demonstrated ability to lead, influence, and inspire cross-functional teams — including designers, engineers, data scientists, and operations partners — without formal management authority.
• Data-Informed Decision Making: The ability to make tough but informed decisions using a blend of quantitative data, qualitative insights, and seasoned judgment.
• Customer and Agent Obsession: A deep, demonstrable focus on delivering outstanding experiences for both customers and the agents who serve them.

Preferred Qualifications

• Experience working on global products and enterprise platforms at scale.
• Background in managing third-party vendor relationships and integrations.
• Familiarity with the entertainment, streaming, or subscription-based services industry.
• Experience working with distributed teams across multiple time zones and cultures.

Skills and Competencies for Success

• Strategic Thinking: Ability to see the big picture while staying grounded in the details that drive execution.
• Technical Fluency: Comfortable discussing APIs, data pipelines, integrations, and platform architecture with engineers and architects.
• User Empathy: Deep commitment to understanding both member and agent perspectives through research, data, and direct engagement.
• Adaptability: Quick learner who can ramp up on new domains, tools, and business models rapidly.
• Influence and Negotiation: Skilled at aligning diverse stakeholders around a shared vision and negotiating trade-offs with confidence and humility.
• Execution Excellence: Demonstrated record of shipping complex products that measurably improved customer and agent experiences.

Career Growth and Learning Opportunities

At arenaflex, product managers operate at the highest level of impact in the industry. You will be surrounded by some of the most talented product leaders, engineers, designers, and data scientists in the world, with the autonomy and responsibility to drive outcomes at unprecedented scale. This role offers a unique opportunity to deepen your expertise in enterprise platform product management, global customer service operations, and cross-functional leadership. As arenaflex continues to expand its services — from streaming to games, live experiences, and advertising — you will have the chance to grow your scope, explore new product areas, and shape the future of entertainment customer experience globally.

Work Environment and Culture at arenaflex

arenaflex is a unique environment built on a culture of freedom and responsibility. We believe in giving talented people the context to do their best work, not controlling how they do it. Our teams are diverse, globally distributed, and united by a shared passion for delighting our members. We approach diversity, equity, and inclusion seriously and thoughtfully, recognizing that diversity of thought and background builds stronger teams. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service. We celebrate who you are and the unique perspective you bring.

Compensation and Benefits

Generally, our compensation structure consists solely of an annual salary; we do not have bonuses. Each year, you choose how much of your compensation you want in salary versus stock options, giving you flexibility and ownership in your financial future. To determine your personal top-of-market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience. The compensation range for this role is $160,000 – $390,000.

arenaflex provides comprehensive benefits designed to support your health, well-being, and financial security, including:

• Health Plans and Mental Health support
• 401(k) Retirement Plan with employer match
• Stock Option Program
• Disability Programs
• Health Savings and Flexible Spending Accounts
• Family-forming benefits
• Life and Serious Injury Benefits
• Paid leave of absence programs
• Flexible time off for salaried employees (accrual-based PTO for hourly employees)

How to Apply

If you are a strategic, hands-on product leader with a passion for building world-class enterprise platforms, a deep understanding of customer service operations, and the drive to create exceptional experiences for millions of members and the agents who support them, we want to hear from you. Join arenaflex and help us build the future of entertainment customer service — one extraordinary experience at a time.

This job is open for no less than 7 days and will be removed when the position is filled.