About arenaflex
At arenaflex, we believe in the power of great internet that lets people do more, helps communities get stronger and makes amazing things possible. We're not just growing to build better internet experiences – we're also building a welcoming place where people who want to make a difference can grow their careers.
arenaflex is a leading provider of high-speed internet services, bringing cutting-edge fiber optic and webpass connectivity to homes and businesses across the United States. Our mission is to transform how people connect, work, and live through reliable, blazing-fast internet that unlocks endless possibilities. As part of our continued expansion into new cities and communities, we're building an inclusive, innovative team that thrives on collaboration, creativity, and a shared commitment to exceptional customer experiences.
This role is anticipated to close on 03/25/2024.
About the Marketing Team at arenaflex
The marketing team at arenaflex engages with every facet of the product's journey – from determining positioning and naming to competitive analysis, feature prioritization, and external communications. We shape the voice of the product and help it grow a passionate consumer base. This means we work cross-functionally across Sales, corporate communications, legal, webmasters, product development, engineering, and more. In this role, you'll be involved with product marketing strategy from beginning to end, playing a pivotal role in defining how we communicate with and support our customers.
Role Overview
As the Customer Experience Product Marketing Manager on the arenaflex Customer Marketing team, you will help create and drive customer-facing help and support efforts to ensure arenaflex customers receive timely, valuable communications across our various marketing platforms. You will play a key role in executing the program roadmap for Help Center content and how it is consumed across various channels including Web, Digital, and In-App systems. You'll work in partnership with our digital, brand, and product strategy and customer support teams focused on improving the customer experience.
This is an exciting opportunity for a strategic thinker who is passionate about customer success and wants to make a meaningful impact on how millions of people experience our products and services. You'll be the voice of the customer within the marketing organization, ensuring that every touchpoint provides value, clarity, and support.
What You'll Be Responsible For
- Own the strategy for operating the customer-facing Help Center end to end – You'll be the strategic lead for our Help Center, ensuring it delivers maximum value to customers seeking support and information about our products and services.
- Manage the execution of customer support and communications programs & initiatives – Lead and execute programs that enhance the arenaflex customer experience, including Help Center content development, transactional email communications, and other marketing collateral that supports customers throughout their journey.
- Collaborate consistently on cross-functional projects – Work across the organization on company-wide initiatives including new product launches, product updates, and addressing customer pain points. You'll leverage and define insights on tracking benchmarks and key performance indicators to provide a rigorous plan of continuous content improvement for arenaflex customers.
- Support the development of a roadmap for Help Center content – Define how Help Center content is created, organized, and syndicated across channels such as Web, Portal, and internal knowledge bases to ensure consistency and accessibility.
- Ensure customer marketing initiatives are represented – Act as the primary liaison between Customer Marketing and other cross-functional teams on help-based projects, advocating for the customer perspective in every initiative.
- Drive product vision and cross-channel communications – Develop and communicate the vision for customer support content that aligns with overall product strategy and brand voice.
- Utilize research techniques to understand the customer journey – Apply customer insight frameworks and analyze data to transform research into actionable feedback that drives engagement across products, services, and experiences.
What We're Looking For
Minimum Qualifications
- 5+ years of experience in a help or support content, user education content, technical writing, or content strategy role – You've seen what great customer support looks like and know how to create it.
- Experience with content management systems and KMS software (e.g., Lighthouse, Confluence, or similar platforms) – You're comfortable working with the tools that make content management efficient and scalable.
- Experience utilizing research techniques to understand the customer journey, insight frameworks, and analyze data into actionable feedback to drive engagement across products, services, and experiences – You know how to turn customer insights into strategic recommendations.
- Experience driving product vision and cross-channel communications – You've successfully developed and executed communication strategies that work across multiple customer touchpoints.
- Experience in technical program/project management – You can manage complex, multi-stakeholder initiatives while keeping teams aligned and on track.
Preferred Qualifications
- Strategy and operations background, either in-house or as a consultant – You bring a strategic mindset that helps connect the dots between business objectives and customer needs.
- HTML experience – You're comfortable working with web content at a technical level and can collaborate effectively with engineering teams.
- SEO experience – You understand how to optimize content for search, ensuring customers can find the help they need when they need it.
- Previous experience working in devices and hardware or telecommunications – You understand the unique challenges and customer needs in the tech or telecom industry.
Skills & Competencies That Drive Success
- Customer-Centric Thinking – You always put the customer first, designing experiences that anticipate their needs and exceed their expectations.
- Strategic Planning – You can see the big picture while managing the details, creating roadmaps that align with business goals and customer outcomes.
- Cross-Functional Collaboration – You thrive working with diverse teams and can navigate complex organizational structures to get things done.
- Data-Driven Decision Making – You use analytics and research to inform your strategy, measuring what matters and iterating based on results.
- Excellent Communication – You can write clearly and persuasively, adapting your message for different audiences and channels.
- Project Management – You're organized, detail-oriented, and excel at managing multiple priorities in a fast-paced environment.
Career Growth & Learning Opportunities
At arenaflex, we invest in your professional development. As part of this role, you'll have the opportunity to:
- Lead strategic initiatives that impact millions of customers across the country.
- Work with cross-functional teams spanning product, engineering, sales, and customer support, broadening your expertise across the entire product lifecycle.
- Develop deep expertise in customer experience strategy, content management, and digital communications within a rapidly growing industry.
- Access learning and development resources to enhance your skills in areas like SEO, technical writing, and program management.
- Advance your career into leadership roles within the marketing organization as we continue to grow and expand.
Work Environment & Culture
arenaflex is committed to building a diverse, inclusive workplace where everyone feels welcome and can do their best work. We believe that different perspectives and backgrounds make us stronger, and we're actively working to create an environment where all employees can thrive.
Our culture is built on collaboration, innovation, and a shared commitment to our customers. We value transparency, continuous learning, and treating each other with respect. Whether you're working in the office or remotely, you'll find a supportive team that's passionate about what they do and dedicated to making a real impact.
We understand that life happens, and we offer flexible work arrangements to help you balance your professional and personal responsibilities. Our goal is to create an accessible, inclusive workplace for everyone.
Compensation & Benefits
We offer competitive compensation packages that reflect the value you bring to arenaflex. The US base salary range for this full-time position is between $105,000 - $154,000, plus eligibility for bonus, equity, and comprehensive benefits.
Our benefits package includes:
- Health & Wellness – Comprehensive medical, dental, and vision coverage, plus wellness programs and mental health support.
- Financial Security – Competitive 401(k) matching, stock options, and life insurance.
- Time Off – Generous paid time off, parental leave, and holidays to help you recharge and reconnect.
- Professional Development – Learning stipends, conference attendance, and career development programs.
- Work-Life Balance – Flexible work arrangements and remote work options.
- Perks & Discounts – Access to exclusive deals, free arenaflex internet service, and more.
Equal Opportunity Employment
arenaflex is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, citizenship, marital status, disability, or veteran status. We believe that diverse teams build better products and better companies, and we're proud to be an equal opportunity employer.
If you need accommodation at any point in the application or interview process, please let us know. Our candidate accommodations team will connect with you confidentially to discuss your options and ensure you have what you need to succeed.
Join Our Team
Are you ready to shape the future of customer experience at arenaflex? We're looking for a strategic, customer-focused marketer who is passionate about helping people get the most out of their internet experience. If you're excited about solving complex customer challenges, collaborating across teams, and making a real impact, we'd love to hear from you.
Come grow your career with us as we connect more cities and people to the internet they deserve. Apply today and be part of something amazing.
Ready to make an impact? We can't wait to see what you'll bring to arenaflex.