Experienced Product Manager, Customer Service – Leading Innovation in Contact Center Platform Development and Customer Experience Enhancement at arenaflex

Introduction to arenaflex and the Industry

With over 200 million members worldwide, arenaflex has become a household name, synonymous with entertainment and customer satisfaction. As a leader in the industry, arenaflex recognizes the importance of delivering exceptional customer experiences, ensuring that every interaction with the brand is seamless and enjoyable. The Customer Service (CS) team plays a vital role in achieving this goal, and the CS Technology team is responsible for providing the necessary tools and technologies to support the operation, growth, and scalability of the Customer Service business.

About the Role

We are seeking an experienced Product Manager to lead and manage innovation in improving our members' and support agents' experience with our contact center platform. As a Product Manager at arenaflex, you will be responsible for shaping the future of our contact center platform through the adoption of third-party solutions and helping to create and execute the long-term strategy and prioritized roadmap. This is a senior role that requires a passion for wearing multiple hats, partnering with design, engineering, operations, and data engineering teams, as well as third-party solution providers to deliver the best-in-class platform experience.

Key Responsibilities

• Provide product management leadership for our contact center platform, including new feature adoption, feature enhancements, data pipelines, APIs, and integrations with our internal tools through closely working with our third-party solution providers.
• Help define strategy, capture requirements, clarify prioritization, identify dependencies, mitigate risks and impediments, communicate, and create a roadmap.
• Partner with each CS functional team to better understand their vision and challenges and deliver the best possible solutions together.
• Manage integrations and adoption of product features through close collaboration with our engineering and data scientist teams, as well as third-party solution providers and/or consulting firms.
• Understand differences in support expectations in different regions around the world and tailor the experience accordingly.
• Expand product management responsibility to other tools as business needs present.
• Embody the unique arenaflex culture, which values innovation, collaboration, and customer satisfaction.

Essential Qualifications

To be successful in this role, you will need to have:

• 5+ years of experience in product management for consumer or internal-facing products.
• Prior experience focusing on Customer Service contact centers is a must.
• Prior experience working with Contact Center Platform, CCaaS, CPaaS, or UCaaS, whether 3rd party or in-house build, is a must.
• Ability to make tough decisions informed by both data and judgment.
• Deep focus on delivering a great customer and agent experience.
• Demonstrated record of executing projects that measurably improved customer and agent experiences.
• Organizational leadership and influence without authority.
• Outstanding written and verbal communication skills, with the ability to build trust and create collaborative partnerships cross-functionally.

Preferred Qualifications

In addition to the essential qualifications, we are looking for candidates with:

• Experience working on global products, with a deep understanding of regional differences in support expectations.
• Ability to inspire, motivate, and lead designers and engineers.
• Strong analytical and problem-solving skills, with the ability to analyze complex data sets and make informed decisions.

Skills and Competencies

To be successful in this role, you will need to possess a range of skills and competencies, including:

• Strong product management skills, with the ability to define and execute product strategies.
• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams.
• Strong analytical and problem-solving skills, with the ability to analyze complex data sets and make informed decisions.
• Ability to work in a fast-paced environment, with a focus on delivering results and meeting deadlines.
• Strong leadership and influencing skills, with the ability to inspire and motivate teams.

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to providing our employees with opportunities for growth and development. As a Product Manager, you will have the opportunity to work on complex and challenging projects, with a focus on delivering exceptional customer experiences. You will also have access to a range of training and development programs, designed to help you build your skills and advance your career.

Work Environment and Company Culture

arenaflex is a unique and dynamic company, with a culture that values innovation, collaboration, and customer satisfaction. We believe in providing our employees with a supportive and inclusive work environment, with a focus on flexibility and work-life balance. Our employees are passionate about delivering exceptional customer experiences, and we are committed to providing them with the tools and resources they need to succeed.

Compensation, Perks, and Benefits

At arenaflex, we offer a competitive compensation package, with a range of perks and benefits designed to support our employees' well-being and success. Our compensation package includes:

• A competitive salary, with a range of $220,000 - $380,000 per year.
• A range of benefits, including health insurance, retirement savings, and paid time off.
• Access to a range of training and development programs, designed to help you build your skills and advance your career.
• A dynamic and supportive work environment, with a focus on flexibility and work-life balance.

Conclusion

If you are a motivated and experienced Product Manager, with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. At arenaflex, we are committed to providing our employees with a supportive and inclusive work environment, with a focus on flexibility and work-life balance. We believe in providing our employees with the tools and resources they need to succeed, and we are committed to helping them build their skills and advance their careers. Apply now to join our team and help us shape the future of customer experience at arenaflex.