Senior Product Manager – Customer Service Technology, Contact Center Platform & Global Support Innovation (Remote/Hybrid)

About arenaflex

Welcome to arenaflex, where entertainment meets innovation! We are a global leader in streaming entertainment, serving over 200 million passionate subscribers worldwide who trust us to deliver their favorite shows, movies, games, and unforgettable experiences directly to their screens. Our mission is simple yet powerful: to remove every barrier between our members and the content they love.

At arenaflex, we believe that exceptional customer experiences are the foundation of our success. When members need assistance, our Customer Service team is there—delivering timely, empathetic, and effective support across the globe. The CS Technology team plays a pivotal role in making this possible by building, implementing, and optimizing the tools and technologies that empower our support specialists to deliver world-class service.

Now, we're looking for an accomplished Senior Product Manager to lead the evolution of our contact center platform. If you're passionate about leveraging technology to transform customer and employee experiences, if you thrive in cross-functional environments, and if you're ready to make a meaningful impact at a company that values innovation and autonomy, this is your opportunity to join the arenaflex family.

The Role: Senior Product Manager, Customer Service Technology

As a Senior Product Manager for Customer Service Technology at arenaflex, you'll be at the forefront of shaping how millions of customers interact with our support team. You'll lead the strategy, development, and continuous improvement of our contact center platform—the critical infrastructure that enables our global customer support operations.

This is a senior-level position that reflects arenaflex's unique culture of "freedom and responsibility." You'll drive a cross-functional team without direct reports, allowing you to focus intensely on delivering transformative outcomes for both our customers and our support specialists. You'll collaborate closely with design, engineering, data science, operations, and third-party solution providers to build a contact center experience that sets the industry standard.

What You'll Do

As the product leader for our contact center platform, you will:

• Define and execute the product roadmap for our contact center technology stack, ensuring alignment with business objectives and customer needs. This includes new feature adoption, platform enhancements, data pipelines, APIs, and seamless integrations with internal tools.


• Lead product strategy by working with stakeholders across the organization to capture requirements, clarify priorities, identify dependencies, mitigate risks, and communicate effectively to create a comprehensive product roadmap.


• Partner with CS functional teams to deeply understand their vision, challenges, and opportunities—delivering solutions that address real pain points and create meaningful improvements in their daily work.


• Manage third-party solution relationships, including close collaboration with engineering teams, data scientists, external solution providers, and consulting firms to ensure successful implementation and adoption.


• Navigate global complexity by understanding regional differences in customer support expectations across different markets worldwide, and designing experiences that adapt to diverse cultural and operational needs.


• Expand product ownership to additional tools and platforms as business needs evolve, demonstrating flexibility and a growth mindset across the customer service technology ecosystem.


• Embody arenaflex culture by demonstrating our values of inclusion, innovation, and unwavering commitment to customer and employee experience excellence.

What We're Looking For

Essential Qualifications

• 4+ years of product management experience with a proven track record shipping consumer-facing or internal enterprise products that drive measurable business impact.


• Data-driven decision-making skills—you excel at analyzing complex datasets, drawing actionable insights, and making confident decisions even in ambiguous situations.


• Customer-centric mindset with a deep commitment to delivering exceptional experiences for both end customers and internal users (support agents).


• Proven impact: You have a demonstrated history of executing projects that quantitatively improved customer satisfaction scores, agent productivity, or operational efficiency.


• Influence without authority: You excel at leading through persuasion, building consensus, and motivating cross-functional partners without relying on formal hierarchical power.


• Outstanding communication skills: You craft compelling narratives, deliver clear and persuasive presentations, and build trusting relationships across diverse stakeholder groups.


• Technical fluency: Comfortable working with engineering teams, understanding technical trade-offs, and effectively translating business requirements into technical specifications.


• Industry experience: Hands-on experience with CCaaS (Contact Center as a Service), CPaaS (Communications Platform as a Service), UCaaS (Unified Communications as a Service), and CRM platforms—whether built in-house or implemented as third-party solutions.


• Customer support domain expertise: Strong understanding of contact center operations, agent workflows, and customer service best practices.

Preferred Qualifications

• Experience working on global products that serve diverse international markets with varying cultural and operational requirements.


• Background in streaming media, subscription services, or entertainment industries.


• Familiarity with AI and automation technologies in customer service contexts, such as chatbots, virtual assistants, or predictive analytics.


• Experience implementing cloud-based contact center solutions at scale.


• Understanding of agile product development methodologies and modern product management frameworks.

Why arenaflex?

Culture & Values

At arenaflex, we don't just stream content—we stream innovation, creativity, and inclusivity. Our culture is built on core values that guide everything we do:

• Freedom and Responsibility: We trust our employees to make smart decisions without excessive oversight. You'll have the autonomy to experiment, iterate, and drive meaningful change.


• Innovation without Boundaries: We encourage bold thinking and challenging the status quo. Your ideas can shape the future of how we serve customers globally.


• Inclusion and Diversity: We believe diverse perspectives drive better products and experiences. You'll join a team that celebrates differences and fosters belonging.


• Customer Obsession: Everything we do starts with our members. Your work will directly impact millions of people who rely on us for entertainment and support.

Growth & Development

This role offers exceptional opportunities for professional growth:

• Leadership visibility: You'll work directly with senior leaders across Product, Engineering, Operations, and Design, gaining exposure to strategic decision-making at the highest levels.


• Cross-functional expertise: You'll collaborate with teams spanning technology, data science, customer operations, and external partners—expanding your skill set and industry knowledge.


• Impact at scale: Your decisions will affect contact center operations serving hundreds of millions of customers globally—real-world impact you can measure and celebrate.


• Career advancement: This senior IC role provides a pathway to greater leadership responsibilities, including potential management tracks or expanded product domain ownership.

Compensation & Benefits

We recognize that great talent deserves great rewards. arenaflex offers competitive compensation and comprehensive benefits, including:

• Competitive salary: $28-$35 per hour, with opportunities for performance-based increases.


• Health & Wellness: Comprehensive medical, dental, and vision coverage for you and your family.


• Paid Time Off: Generous vacation policy, parental leave, and sick leave to support work-life balance.


• Retirement Plans: 401(k) matching to help you plan for the future.


• Learning & Development: Access to training programs, conferences, and professional development resources.


• Remote Flexibility: Work from home with occasional in-office collaboration as needed.


• Stock Benefits: Equity participation opportunities to share in arenaflex's success.


• Perks: Free arenaflex subscription, wellness programs, and employee assistance resources.

Work Environment

This position is based in Arkansas, USA with flexible remote work options. We maintain a hybrid model that balances the convenience of remote work with the creativity and connection that comes from occasional in-person collaboration. Our team values asynchronous communication, respect for personal time, and outcomes over hours logged.

You'll join a team of passionate professionals who are united by their commitment to excellence and their love for entertainment technology. Our offices are designed to inspire collaboration and creativity, but we trust our team members to work in the way that best supports their productivity and well-being.

Join Our Team

If you're ready to make an impact, solve complex problems, and help shape the future of customer support technology, we want to hear from you. At arenaflex, you'll find more than a job—you'll find a community of innovators, dreamers, and doers who are passionate about transforming entertainment and customer experience.

This is your chance to bring your expertise, creativity, and leadership to a company that's changing how the world connects with entertainment. Apply today and become part of the team that's defining the future of streaming and customer service.

arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.