Experienced Product Manager, Customer Service Technology – Contact Center Platform Innovation & Development

Join arenaflex's Customer Service Technology Team

Are you ready to be part of a dynamic team that's transforming how customer support is delivered on a global scale? At arenaflex, we're not just streaming entertainment—we're revolutionizing the way millions of customers interact with our services every single day. Our Customer Support Technology team is at the heart of ensuring that nothing comes between our customers and their favorite content. We are currently seeking an experienced and passionate Product Manager to lead the evolution of our contact center platform and shape the future of customer service technology.

North of 200 million individuals worldwide trust arenaflex for their entertainment needs. When they sit down to watch their favorite shows, movies, or games, we want to ensure nothing gets in the way of that experience. When our customers need assistance, our Customer Support team is there to help—and we need to make sure they have the best tools and technology available to provide exceptional support. This is where you come in.

About the Role

The Customer Service Technology team is an integral part of the Customer Support organization at arenaflex. We are responsible for ensuring that the right customer support tools and technologies are in place and functioning optimally to support the operation, growth, and scalability of our Customer Support business both now and in the future. As a Product Manager for Customer Service Technology, you will play a pivotal role in leading and managing the enhancement of our contact center platform, improving the experience for both our customers and our support specialists.

In this role, you will need to have the energy and ability to wear multiple hats, collaborating closely with design, engineering, operations, and data engineering teams, as well as third-party solution providers, to deliver the world-class platform experience that enables our Customer Support team to provide exceptional customer experiences. You will be the central figure 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.

Although this is a senior role, as with most Product Managers at arenaflex, you will be focused on driving a cross-functional team without direct reports. This allows you to concentrate on making a massive impact on our customer and specialist experience without managing an organization. You'll have the freedom to innovate, influence, and drive meaningful change across multiple teams.

Key Responsibilities

• Product Management Leadership: 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 close working with our third-party solution providers.


• Strategy Development: Assist in defining strategy, gathering requirements, clarifying prioritization, identifying dependencies, mitigating risks and blockers, communicating, and creating a comprehensive roadmap.


• Cross-Functional Collaboration: Partner with all Customer Support functional groups to better understand their vision and challenges and deliver the best possible solutions together.


• Integration Management: 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.


• Global Understanding: Understand differences in support expectations in different regions around the world and design experiences accordingly.


• Expanded Responsibility: Grow product management responsibility to additional tools as business needs present.


• Culture Champion: Embody and exemplify the unique arenaflex culture in everything you do.

What We're Looking For

Essential Qualifications

• Educational Background: Bachelor's degree in Business, Computer Science, Engineering, or a related field.


• Experience: 3+ years of experience in product management for consumer or internally-facing products.


• Decision-Making Skills: Ability to make tough decisions informed by both data and judgment.


• Customer Focus: Deep focus on delivering great client and specialist experiences.


• Track Record: Demonstrated history of executing projects that measurably improved client and specialist experiences.


• Leadership: Organizational leadership and influence without authority.


• Communication Skills: Exceptional written and verbal communication skills—great presentations and the ability to build trust and create collaborative networks cross-functionally is essential.


• Team Inspiration: Ability to move, inspire, and lead designers and engineers.

Preferred Qualifications

• Related experience working with CCaaS (Contact Center as a Service), CPaaS (Communications Platform as a Service), UCaaS (Unified Communications as a Service), and CRM products—whether third-party or built in-house.


• Related experience focusing on Customer Support operations.


• Experience working on global products is also beneficial.


• Understanding of multilingual and multicultural customer service requirements.


• Experience with agile development methodologies and product lifecycle management.

Skills and Competencies Required for Success

To thrive in this role at arenaflex, you will need a unique combination of technical understanding, business acumen, and interpersonal skills. Here's what we're looking for:

• Strategic Thinking: You must be able to see the big picture while also managing the细节 (details). Understanding how your decisions impact the broader customer service ecosystem is crucial.


• Data-Driven Decision Making: You should be comfortable analyzing quantitative and qualitative data to inform product decisions and measure success.


• Stakeholder Management: The ability to work effectively with multiple stakeholders across different departments and influence without direct authority is essential.


• Technical Fluency: While you don't need to be a developer, you should have a solid understanding of APIs, integrations, and technology platforms to effectively communicate with engineering teams.


• User-Centered Design Mindset: A genuine passion for understanding user needs and creating solutions that delight both customers and support agents.


• Agile Methodology: Experience with agile development processes and the ability to adapt to changing priorities in a fast-paced environment.


• Global Perspective: An understanding of how to build products that work across different regions, languages, and cultures.

Career Growth Opportunities and Learning Benefits

At arenaflex, we believe in investing in our people and providing opportunities for professional growth and development. As a Product Manager in our Customer Service Technology team, you'll have access to:

• Career Advancement: This role provides a clear pathway to senior product leadership positions within arenaflex, including opportunities to manage larger product areas or lead product teams.


• Continuous Learning: Access to internal training programs, workshops, and conferences to enhance your product management skills and stay current with industry trends.


• Cross-Functional Exposure: Working with teams across design, engineering, operations, and data science will broaden your skillset and understanding of how a global technology company operates.


• Industry-Leading Experience: You'll gain hands-on experience with cutting-edge contact center technology and platforms, positioning yourself as an expert in customer service technology.


• Innovation Culture: arenaflex encourages experimentation and innovation, giving you the freedom to test new ideas and learn from both successes and failures.

Work Environment and Company Culture

arenaflex is known for its unique culture that emphasizes freedom and responsibility. We trust our employees to do their best work without micromanagement. Our culture is built on several core principles:

• Innovation First: We encourage creative thinking and challenging the status quo to find better ways to serve our customers.


• Collaboration Over Silos: We break down traditional departmental barriers to work together towards common goals.


• Customer Obsession: Everything we do is guided by what's best for our customers and their experience with arenaflex.


• Inclusivity and Diversity: We believe diverse teams make better products and are committed to creating an inclusive workplace.


• Work-Life Balance: We offer flexible work arrangements to help our employees maintain a healthy balance between their professional and personal lives.

As part of our Customer Support Technology team, you'll be working in a collaborative environment where your ideas are valued and your contributions make a real difference. You'll have the opportunity to work with talented individuals across the organization who share your passion for creating exceptional customer experiences.

Compensation, Perks, and Benefits

We recognize that our employees are our greatest asset, and we offer competitive compensation and comprehensive benefits to reflect that. In this role, you can expect:

• Competitive Salary: $20-30 per hour, commensurate with experience and qualifications.


• Health and Wellness: Comprehensive health, dental, and vision insurance plans.


• Paid Time Off: Generous paid time off policy including vacation, personal days, and holidays.


• Retirement Plans: 401(k) retirement savings plan with company matching.


• Professional Development: Annual learning and development budget for courses, conferences, and certifications.


• Employee Perks: Access to exclusive arenaflex content and exclusive employee events.


• Remote Work Flexibility: While this position is based in Arizona, we offer flexible remote work arrangements to eligible employees.

Why You Should Apply

If you're passionate about product management, customer experience, and want to work for a company that's transforming entertainment and technology, this is the perfect opportunity for you. At arenaflex, you'll have the chance to:

• Make a meaningful impact on how millions of customers receive support.


• Work with cutting-edge contact center technology and shape the future of customer service.


• Collaborate with talented professionals across multiple disciplines.


• Grow your career in a company that values innovation, freedom, and responsibility.


• Be part of a team that's committed to delivering exceptional experiences to customers worldwide.

We'd love to hear from you if you're ready to take the next step in your career and join our team. Apply today and be part of something extraordinary at arenaflex!