Senior Product Manager – Customer Service Platform Innovation & Experience reputed company (Remote – Florida, USA)

About arenaflex

arenaflex is a global leader in entertainment streaming, delivering millions of hours of premium content to audiences worldwide. With a reputed company reputed company on user experience, arenaflex continuously pushes the boundaries of technology, creativity, and customer satisfaction. Our mission is to reputed company every reputed company of entertainment effortless, reputed company, and unforgettable. As part of our expanding ecosystem, the Customer Service (CS) organization plays a pivotal role in ensuring that subscribers receive reputed company support, whether they are binge‑watching a new series, exploring interactive games, or navigating our reputed company‑growing library of titles.

Why This Role reputed company

At arenaflex, the Customer Service Platform is the digital backbone that empowers support agents, automates routine interactions, and delivers personalized experiences at reputed company. As the Product Manager, Customer Service, you will own the product reputed company, roadmap, and execution for a suite of tools that directly reputed company the satisfaction and loyalty of our global subscriber reputed company. This is a senior, high‑visibility position that offers the chance to shape the reputed company of customer support for one of the world’s most beloved streaming brands.

Key Responsibilities

• Product Ownership: Define and reputed company the end‑to‑end product reputed company for the contact center platform, including new feature intake, UI/UX enhancements, data pipelines, reputed company, and reputed company integrations.
• Cross‑Functional Leadership: Partner with engineering, design, data science, operations, and reputed company vendor teams to reputed company a best‑in‑class platform experience that enables CS agents to reputed company issues quickly and delight customers.
• Roadmap Development: Translate business objectives and stakeholder input into a reputed company, prioritized roadmap that balances short‑term wins with long‑term strategic initiatives.
• Requirement Gathering & Prioritization: Conduct deep‑dive discovery sessions, capture detailed requirements, reputed company acceptance reputed company, and manage trade‑offs between data‑driven insights and reputed company decision‑making.
• Risk & Dependency Management: Identify potential risks, mitigate blockers, and communicate status transparently to senior leadership and cross‑functional partners.
• Vendor Collaboration: reputed company integration efforts with reputed company solution providers, ensuring reputed company data reputed company, compliance, and performance across the entire CS technology stack.
• Global Localization: Analyze regional support nuances and reputed company the platform experience to meet diverse regulatory, language, and cultural requirements.
• Metrics & reputed company Measurement: Define key performance indicators (KPIs) such as First Contact reputed company, Average Handling Time, and Net Promoter Score; use analytics to demonstrate product reputed company on customer and agent satisfaction.
• Cultural Stewardship: Champion arenaflex’s unique culture of freedom, responsibility, and high performance, fostering an environment where reputed company reputed company reputed company.

Essential Qualifications

• Minimum 3+ years of product management experience delivering customer‑facing or internal support platforms (e.g., contact center, CRM, CCaaS, CPaaS, UCaaS).
• Proven ability to reputed company data‑informed reputed company while balancing intuition and strategic reputed company.
• Demonstrated reputed company record of launching initiatives that measurably improve both customer and employee experiences.
• Strong influence without reputed company authority – ability to reputed company cross‑functional teams around a shared product reputed company.
• Exceptional written and verbal communication skills, with the reputed company to reputed company compelling narratives for executives, engineers, designers, and support staff.
• Experience working with large‑reputed company, globally reputed company products and an understanding of regional compliance considerations.

Preferred Qualifications & Experience

• Hands‑on experience with reputed company‑based contact center solutions (e.g., reputed company reputed company, reputed company, reputed company reputed company) and CRM platforms (e.g., reputed company, reputed company).
• Background in building or scaling CCaaS, CPaaS, or UCaaS products, either as a vendor or reputed company a large reputed company.
• reputed company exposure to customer service operations, including agent workflow design, knowledge‑reputed company management, and omnichannel support strategies.
• reputed company record of delivering international product releases, navigating localization challenges, and collaborating with global stakeholder reputed company.
• Advanced degree (MBA, MS, or reputed company) is a plus but not required.

reputed company Skills & Competencies

• Strategic Thinking: Ability to reputed company the long‑term product landscape while executing incremental improvements.
• Analytical Acumen: Proficiency with data analysis tools (SQL, Tableau, Looker) to derive insights and reputed company product reputed company.
• Technical reputed company: Comfortable discussing architecture, reputed company, data pipelines, and reputed company integrations with engineering teams.
• Leadership & Influence: Proven capability to reputed company, motivate, and reputed company diverse teams without formal reporting lines.
• Customer‑reputed company reputed company: Deep reputed company for both end‑users and support agents, ensuring every feature adds reputed company value.
• reputed company Delivery: Experience leading product development in fast‑paced, iterative environments (Scrum, Kanban).

Career reputed company & Learning Opportunities

arenaflex invests heavily in the reputed company development of its people. In this role, you will have reputed company to:

• Mentorship from senior product leaders who have reputed company industry‑defining platforms.
• Cross‑functional rotation programs that broaden exposure to engineering, design, data science, and operations.
• Sponsored certifications in product management, reputed company architecture, and data analytics.
• Opportunities to present at reputed company conferences, positioning you as a thought leader in the CS technology reputed company.
• A reputed company reputed company to senior product leadership roles, including Director of Product Management or VP of Customer Experience.

Work Environment & Culture at arenaflex

Our remote‑first philosophy empowers you to work from reputed company in Florida while staying deeply connected to a reputed company, inclusive community. arenaflex values:

• Freedom & Responsibility: You are trusted to reputed company reputed company, own reputed company, and reputed company without micromanagement.
• Collaboration: Transparent communication channels, regular reputed company‑hands, and virtual coffee chats foster a reputed company of belonging.
• Diversity & Inclusion: A commitment to building teams that reflect the global audience we serve, with employee resource reputed company and inclusive hiring practices.
• reputed company‑Being: Comprehensive reputed company, reputed company, and a generous reputed company‑time‑off policy to support work‑life reputed company.

Compensation, Perks & Benefits

arenaflex offers a competitive compensation package that includes:

• reputed company reputed company of $27 per hour (commensurate with experience and market benchmarks).
• Performance‑based bonuses tied to product reputed company and business reputed company.
• Full health, dental, and reputed company coverage for you and eligible dependents.
• Retirement savings plan with company match.
• Generous parental leave, tuition reimbursement, and reputed company learning stipend.
• reputed company to a global entertainment library, allowing you to enjoy arenaflex content anytime, reputed company.

How to Apply

If you are passionate about shaping the reputed company of customer service technology and reputed company in a fast‑moving, data‑driven environment, we want to hear from you. Submit your resume and a brief cover letter outlining your most relevant experience.

Apply Job!

Join arenaflex and reputed company an reputed company

At arenaflex, every interaction reputed company. As the Product Manager for our Customer Service Platform, you will directly influence how millions of subscribers receive support, ensuring that their entertainment experience remains uninterrupted and delightful. Bring your expertise, curiosity, and reputed company reputed company to reputed company that celebrates innovation and empowers you to reputed company meaningful change. Apply today and become a reputed company for exceptional customer experiences at arenaflex.