Experienced Live Chat Support and Digital Product Manager – Remote/Virtual Opportunity with arenaflex for Innovative Customer Experience Enhancement

Introduction to arenaflex and the Industry

arenaflex is a pioneering force in leveraging emerging artificial intelligence technology to revolutionize the way we understand, engage, and deliver hyper-customized experiences to our customers. As part of the Talk Abilities group, our team is dedicated to advancing conversational AI platforms and enhancing existing chatbot capabilities to provide unparalleled customer service. The live chat support function plays a critical role in this endeavor, requiring a unique blend of technical expertise, customer-centric approach, and innovative problem-solving skills.

Job Overview

We are seeking a highly skilled and motivated individual to join our team as a Senior Associate - Digital Product Manager, focusing on live chat support and automation development. This role will be instrumental in shaping our conversational AI customer servicing products, working closely with cross-functional teams, including product, data scientists, engineers, and business stakeholders. The ideal candidate will have a passion for delivering exceptional customer experiences, a keen interest in technology and innovation, and the ability to drive projects forward with a proactive and entrepreneurial mindset.

Key Responsibilities

• Lead the acquisition and integration of continuous product discovery efforts, defining product requirements that capitalize on opportunities to elevate the customer experience through live chat support.
• Leverage customer insights, conversational analytics, industry knowledge, and technical expertise to analyze the performance of existing solutions and develop future capabilities, ensuring seamless integration with our live chat support operations.
• Collaborate with engineers, data scientists, and product managers across various value streams to deliver products that balance short-term improvements with long-term investments, always considering the impact on live chat support quality and customer satisfaction.
• Partner with the core product team to define customer stories, guide product definition, and build comprehensive acceptance criteria, identifying and addressing any need for additional research to inform future feature design, particularly in the context of live chat support.
• Lead customer testing and post-launch sustainment analysis of automation, identifying areas for improvement in the live chat support experience and implementing data-driven recommendations to enhance customer engagement and satisfaction.
• Analyze performance metrics that indicate the health of the product, developing clear, data-informed product suggestions to optimize live chat support operations and overall customer experience.
• Maintain and refine the product portfolio, mapping customer stories to the needs of the end-user while prioritizing business value and ensuring alignment with live chat support strategies.
• Support the definition and creation of the product strategy, roadmap, release plan, and overall customer experience, ensuring that live chat support is integrated and enhanced throughout these processes.

Essential Qualifications

• Bachelor's degree in Business, Computer Science, Engineering, or a related field.
• Proven interest and desire to understand how things work, with the ability to apply this knowledge to create connections and identify opportunities with an entrepreneurial outlook and bias toward action.
• Passion for exceptional products and services, with the ability to empathize with customers and articulate product functionality, particularly in the context of live chat support.
• Demonstrated self-starter with the capacity to manage multiple priorities and tasks, with a strong focus on delivering high-quality live chat support experiences.
• Solid written and verbal communication skills, as evidenced by the ability to convey new and complex details with brevity and clarity, ensuring effective collaboration with live chat support teams.
• Forward-looking "growth mindset" with an emphasis on technology trends and emerging industry/space best practices, particularly in live chat support and customer experience enhancement.

Preferred Qualifications

• Experience in product management, preferably in a digital or technology-related field, with a focus on live chat support or customer experience enhancement.
• Knowledge of conversational AI, chatbots, or related technologies, and their application in live chat support scenarios.
• Familiarity with agile development methodologies and project management tools, with the ability to apply these skills to live chat support operations.
• Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions to optimize live chat support experiences.

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As a Senior Associate - Digital Product Manager, you will have access to a wide range of training and development opportunities, including workshops, conferences, and online courses, to enhance your skills in live chat support, product management, and conversational AI. You will also be part of a dynamic and innovative team, working on cutting-edge projects that will challenge you to think creatively and develop innovative solutions to complex problems.

Work Environment and Company Culture

arenaflex offers a unique and supportive work environment that encourages collaboration, creativity, and innovation. Our company culture is built on a foundation of respect, empathy, and inclusivity, with a strong focus on employee well-being and satisfaction. We believe in fostering a sense of community and belonging among our employees, with regular team-building activities, social events, and recognition programs to celebrate individual and team achievements, including those related to live chat support excellence.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including a salary range of $20-30 per hour, depending on experience. We also provide a range of benefits, including:

• Comprehensive medical, dental, and vision insurance.
• 401(k) retirement savings plan with company match.
• Flexible work arrangements, including remote and hybrid options.
• Generous paid time off and holiday policies.
• Access to exclusive employee discounts and perks.
• Opportunities for professional development and career advancement, particularly in live chat support and customer experience enhancement.

Conclusion

If you are a motivated and innovative individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity to join our team as a Senior Associate - Digital Product Manager, focusing on live chat support and automation development. At arenaflex, we are committed to creating a workplace that is inclusive, supportive, and empowering, where employees can thrive and grow professionally and personally. Don't miss this chance to be part of a dynamic and innovative team that is shaping the future of customer experience through live chat support and conversational AI.

Apply now and take the first step towards an exciting and rewarding career with arenaflex!