At arenaflex, we're revolutionizing the way people consume entertainment and connect with each other. With over 200 million members worldwide, we're committed to delivering an exceptional experience that's seamless, intuitive, and enjoyable. As a key player in our Customer Service organization, the CS Technology team is dedicated to ensuring that our contact center platform is the best-in-class, empowering our support agents to provide outstanding customer experiences. We're now seeking an experienced Product Manager to lead and manage innovation in improving our members' and support agents' experience with our contact center platform.
**About arenaflex**
arenaflex is a global leader in streaming entertainment, with a mission to entertain, inform, and connect people around the world. Our platform offers a vast library of content, including movies, TV shows, documentaries, and original content. We're committed to innovation, creativity, and customer satisfaction, and we're always looking for talented individuals who share our passion and values.
**Job Summary**
As a Product Manager, Customer Service Platform Development at arenaflex, you'll be responsible for leading and managing innovation in improving our members' and support agents' experience with our contact center platform. You'll partner with design, engineering, operations, and data engineering teams, as well as third-party solution providers, to deliver the best-in-class platform experience that enables our Customer Service team to provide great customer experiences. You'll be the key player in 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.
**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 experience accordingly.
* Expand product management responsibility to other tools as business needs present.
* Embody the unique arenaflex culture.
**What We're Looking For**
* 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: great memos and presentations, an ability to build trust and create collaborative partnerships cross-functionally is extremely important.
* Ability to inspire, motivate and lead designers and engineers.
* Experience working on global products is also beneficial.
**Why Join arenaflex?**
* Competitive compensation package, including a base salary, bonus, and stock options.
* Opportunity to work on a global platform with a diverse and talented team.
* Collaborative and dynamic work environment with a focus on innovation and creativity.
* Comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
* Professional development opportunities, including training, mentorship, and career growth.
**Compensation and Benefits**
arenaflex offers a competitive compensation package, including a base salary, bonus, and stock options. Our compensation philosophy is based on market indicators, and we consider a wide range of factors to determine your personal top of market. The overall market range for roles in this area of arenaflex is typically $220,000 - $380,000.
**Diversity, Equity, and Inclusion**
arenaflex is an equal opportunity employer and celebrates diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully, and 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.
**How to Apply**
If you're passionate about delivering exceptional customer experiences and leading innovation in product development, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you!