Experienced Product Manager, Customer Service - Leading Cross-Functional Teams for Exceptional Client Experience and Innovative Contact Center Solutions at arenaflex

Introduction to arenaflex and the Industry With over 200 million individuals worldwide enjoying arenaflex, the company has become a household name, synonymous with exceptional entertainment and customer experience. At arenaflex, the Customer Service (CS) team plays a vital role in ensuring that nothing gets between the customers and their favorite shows, movies, and games. The CS Innovation group, part of the Customer Support Organization, is responsible for ensuring the right CS tools and technologies are in place and functioning seamlessly to support the operation, growth, and scalability of the Customer care business now and in the future. Job Overview We are seeking an accomplished Product Manager to lead and manage development in improving our people's and support specialists' experience with our contact center platform. As a Product Manager at arenaflex, you will have the passion and ability to wear multiple hats, collaborating with design, engineering, operations, and data engineering teams as well as third-party solution providers to deliver a top-tier platform experience that enables our Customer Support team to provide an exceptional customer experience while interacting with arenaflex CS. Key Responsibilities Provide products to the management service to 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. Assist in defining the strategy, capture requirements, clarify prioritization, identify dependencies, mitigate risks, and obstacles, communicate, and create a roadmap. Collaborate with every CS functional team to better understand their vision and challenges and deliver the best possible solutions together. Manage integrations and adoption of products, including through close collaboration with our engineering and data scientist teams as well as third-party solution providers or potential consulting firms. Embrace differences in support expectations in various regions around the world and design experiences accordingly. Extend product management responsibility to other tools as business needs arise. Embody the unique arenaflex culture. Essential Qualifications To be successful in this role, you should have: 4+ years of experience in product management for consumers or internal-facing products. Ability to make difficult decisions informed by both data and judgment. Deep focus on delivering an incredible customer and specialist experience. Demonstrated track record of implementing projects that quantifiably improved customer and specialist experiences. Organizational leadership and influence without authority. Exceptional written and verbal communication skills: great updates and presentations, ability to build trust and create collaborative relationships cross-functionally is critical. Ability to motivate, inspire, and lead designers and engineers. Preferred Qualifications While not required, the following qualifications are preferred: Related experience working with CCaaS, CPaaS, UCaaS, and CRM products, whether third-party or in-house build. Related experience focusing on Customer Support. Experience working on global products is also beneficial. Skills and Competencies To excel in this role, you should possess: Strong analytical and problem-solving skills. Excellent communication and interpersonal skills. Ability to work in a fast-paced environment and adapt to changing priorities. Strong project management skills, with the ability to manage multiple projects simultaneously. Ability to work collaboratively with cross-functional teams, including design, engineering, and operations. Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to the growth and development of our employees. As a Product Manager, you will have the opportunity to: Work on high-impact projects that drive business results. Collaborate with experienced professionals in the industry. Develop your skills and expertise in product management, customer experience, and contact center solutions. Participate in training and development programs to enhance your knowledge and skills. Work Environment and Company Culture At arenaflex, we pride ourselves on our unique and dynamic company culture. As a Product Manager, you will be part of a team that values: Innovation and creativity. Collaboration and teamwork. Customer obsession and focus on delivering exceptional customer experiences. Continuous learning and growth. Diversity, equity, and inclusion. Compensation, Perks, and Benefits At arenaflex, we offer a competitive compensation package, including: A salary range of $25-$35 per hour. Comprehensive benefits, including health, dental, and vision insurance. 401(k) matching and retirement savings plan. Flexible work arrangements, including remote work options. Opportunities for professional growth and development. Conclusion If you are a motivated and experienced Product Manager looking to join a dynamic and innovative company, we encourage you to apply for this exciting opportunity at arenaflex. As a Product Manager, you will play a critical role in shaping the future of our contact center platform and delivering exceptional customer experiences. Don't miss out on this chance to join our team and contribute to the success of arenaflex. Apply for this job