Product Marketing Manager, Customer Experience & Support - Help Center Strategy & Content Development

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Join arenaflex: Redefining Internet Experiences Through Innovation

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 brings cutting-edge internet services to homes and businesses across the United States. Our growing, inclusive team is expanding as we connect more cities and people to fast, reliable, and affordable broadband solutions. We pride ourselves on fostering an environment where innovation thrives, diversity is celebrated, and every team member has the opportunity to make a meaningful impact.

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, our marketing professionals shape the voice of the product and help it grow a passionate consumer base. This means working with a cross-functional team 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, contributing to meaningful projects that touch millions of customers nationwide.

Role Overview: Customer Experience Product Marketing Manager

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 our 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 experience and wants to be part of a dynamic team that's transforming how people connect to the internet. You'll have the chance to shape the way millions of customers interact with our Help Center and support resources, making a tangible difference in their daily lives.

Key Responsibilities

• Own the Strategy: Lead the end-to-end strategy for operating the customer-facing Help Center, ensuring it delivers exceptional value and support to arenaflex customers across all touchpoints.


• Program Execution: Manage the execution of customer support and communications programs and initiatives that enhance the arenaflex customer experience, including Help Center content, transactional email communications, and other marketing collateral.


• Cross-Functional Collaboration: Collaborate consistently on cross-functional projects for organization-wide initiatives including new product launches, product updates, and addressing customer pain points. Work to leverage and define insights on tracking benchmarks and key performance indicators to provide a rigorous plan of continuous content improvement for arenaflex customers.


• Content Roadmap Development: Support the development of a roadmap for Help Center content and how it is syndicated across channels such as Web, Portal, and internal knowledge bases.


• Project Representation: Ensure customer marketing initiatives are represented across different help-based projects and act as the primary liaison between Customer Marketing and other cross-functional teams on those initiatives.


• Data-Driven Decision Making: Utilize research techniques to understand the customer journey, implement insight frameworks, and analyze data into actionable feedback to drive engagement across products, services, and experiences.


• Strategic Communication: Drive product vision and cross-channel communications to ensure consistency and excellence in all customer touchpoints.

Essential Qualifications

We're looking for candidates who bring a unique blend of technical expertise, creative thinking, and a genuine passion for customer success. To thrive in this role at arenaflex, you'll need:

• Experience: Minimum of 5 years of experience in a help or support content, user education content, technical writing, or content strategy role.


• Technical Proficiency: Experience with content management systems and KMS software (e.g., Lighthouse, etc.).


• Research & Analytics: 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.


• Strategic Vision: Experience driving product vision and cross-channel communications.


• Project Management: Experience in technical program/project management with the ability to handle multiple priorities and meet deadlines in a fast-paced environment.

Preferred Qualifications

While not required, the following qualifications would make you an even stronger fit for this role:

• Strategy & Operations Background: Previous experience in strategy and operations, either in-house or as a consultant, demonstrating strong analytical and strategic planning capabilities.


• Technical Skills: HTML experience, which will enable you to directly contribute to content development and optimization.


• SEO Expertise: Experience with search engine optimization to ensure our Help Center content reaches and serves the maximum number of customers effectively.


• Industry Knowledge: Previous experience working in devices and hardware or telecommunications, giving you insight into the unique challenges and opportunities in our industry.

Skills & Competencies for Success

At arenaflex, we value individuals who bring more than just technical skills—they bring a growth mindset and a collaborative spirit. The ideal candidate will demonstrate:

• Customer-Centric Thinking: A deep understanding of customer needs and the ability to translate those needs into compelling, accessible content.


• Strategic Planning: The ability to see the big picture while managing the intricate details that drive successful outcomes.


• Cross-Functional Leadership: Experience working with diverse teams and the ability to influence stakeholders across different departments.


• Analytical Mindset: Comfort with data-driven decision-making and the ability to turn complex data into actionable insights.


• Excellent Communication: Strong written and verbal communication skills, with the ability to adapt messaging for different audiences and channels.


• Adaptability: The flexibility to thrive in a rapidly evolving environment and embrace new challenges with enthusiasm.

Career Growth & Learning Opportunities

At arenaflex, we believe in investing in our people. As a member of our marketing team, you'll have access to numerous opportunities for professional development and career advancement:

• Leadership Pathways: This role offers a clear path to senior leadership positions within the marketing organization, with exposure to strategic initiatives that shape the future of our customer experience.


• Skill Development: Access to comprehensive training programs, workshops, and resources designed to enhance your technical and leadership skills.


• Cross-Functional Exposure: Work alongside teams in Sales, Product Development, Engineering, and Corporate Communications, gaining a holistic understanding of how a modern technology company operates.


• Industry Insights: Deep exposure to the telecommunications industry, including emerging trends in broadband technology, customer experience best practices, and digital marketing strategies.


• Innovation Culture: Be part of a company that encourages experimentation and values new ideas, giving you the freedom to propose and implement innovative solutions.

Work Environment & Company Culture

arenaflex is more than just a workplace—it's a community of passionate professionals dedicated to making a difference. Here's what you can expect when you join our team:

• Inclusive Culture: We celebrate diversity and believe that different perspectives make us stronger. Our inclusive environment welcomes individuals from all backgrounds and ensures everyone feels valued and respected.


• Collaborative Spirit: Teamwork is at the heart of everything we do. You'll work alongside talented professionals who are committed to supporting each other and achieving shared goals.


• Work-Life Balance: We understand the importance of balance in maintaining peak performance. Our flexible work arrangements and generous time-off policies help you recharge and stay motivated.


• Cutting-Edge Technology: Work with the latest tools and technologies in content management, customer analytics, and digital communications.


• Making an Impact: Every project you work on contributes to connecting communities and enabling people to do more through reliable internet access.

Compensation, Perks & Benefits

We recognize that our people are our greatest asset, and we're committed to providing competitive compensation and comprehensive benefits. The US base salary range for this full-time position is between $105,000-$154,000, plus bonus, equity, and benefits. As pay varies by location, your recruiter will share more about the specific salary range for your targeted location during the hiring process.

In addition to competitive pay, arenaflex offers a robust benefits package including:

• Health & Wellness: Comprehensive medical, dental, and vision insurance to keep you and your family healthy.


• Financial Security: 401(k) matching, stock options, and life insurance to help you plan for the future.


• Paid Time Off: Generous vacation and sick leave policies, plus paid holidays.


• Professional Development: Tuition reimbursement, conference attendance, and internal training opportunities.


• Parental Leave: Comprehensive parental leave policies to support new parents.


• Employee Assistance Program: Confidential support services for personal and professional challenges.


• Wellness Programs: Access to fitness facilities, wellness workshops, and mental health resources.

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. Disclosure is voluntary, and this information will be kept confidential in compliance with our Candidate Privacy Policy. For more information, please refer to our Equal Employment Opportunity Policy and the EEOC's "Know your rights: workplace discrimination is illegal."

It's important to us to create an accessible, inclusive workplace for everyone. If you have a need that requires accommodation, please let us know by completing our accommodations for applicants form. Our candidate accommodations team will then connect with you to confidentially discuss your options.

Join the arenaflex Team

If you're ready to make an impact, grow your career, and be part of something truly meaningful, we encourage you to apply for this exciting opportunity. At arenaflex, you'll find more than just a job—you'll find a community dedicated to connecting people and empowering communities through the power of great internet.

We're looking forward to receiving your application and learning how your skills and experience can contribute to our mission of delivering exceptional customer experiences. Join us in shaping the future of internet connectivity and helping millions of people connect to what matters most.

Apply now and take the first step toward an rewarding career at arenaflex!