Experienced Product Manager, Customer Service – Leading Customer Experience Innovation and Development at arenaflex

Introduction to arenaflex and the Industry With over 200 million individuals worldwide enjoying their favorite shows, films, and games on arenaflex, the need for seamless customer support has never been more critical. At arenaflex, we pride ourselves on delivering exceptional customer experiences, and our Customer Support (CS) team plays a vital role in ensuring that nothing gets in the way of our users and their entertainment. As a leader in the private industry, arenaflex is committed to innovation, growth, and excellence in all aspects of our business, including customer service. About This Job The CS Innovation group at arenaflex is responsible for ensuring that the right CS tools and technologies are in place and functioning optimally to support the operation, growth, and agility of the Customer Support business now and in the future. We are seeking an experienced Product Manager to lead and manage development in improving our employees' and support specialists' experience with our contact center platform. In this role, you will have the opportunity 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. Key Responsibilities Provide product management leadership to our contact center platform, including new feature adoption, feature enhancements, data pipelines, APIs, and integrations with our internal tools through close collaboration with our third-party solution providers. Assist in defining strategy, capturing requirements, clarifying prioritization, identifying dependencies, mitigating risks and obstacles, communicating, and creating a roadmap. Partner with every CS functional team to better understand their vision and challenges and deliver the most effective 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 or consulting firms. Understand differences in support expectations in various regions around the world and design experiences accordingly. Grow product management responsibility to other tools as business needs arise. Embody the unique arenaflex culture. Essential Qualifications To be successful in this role, you will need: 3+ years of experience in product management for consumer or internal-facing products. Ability to make tough decisions informed by both data and judgment. Deep focus on delivering an exceptional customer and specialist experience. Proven 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 presentations and storytelling, 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 Care. Experience working on global products is also beneficial. Skills and Competencies To excel in this role, you will need to possess: Strong product management skills, with the ability to define and deliver product roadmaps. Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams. Strong analytical and problem-solving skills, with the ability to analyze complex data and make informed decisions. Ability to work in a fast-paced environment, with multiple priorities and deadlines. Strong leadership and influencing skills, with the ability to motivate and inspire teams. 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: Develop your product management skills, with access to training and development programs. Work on complex and challenging projects, with the opportunity to make a significant impact on the business. Collaborate with cross-functional teams, including design, engineering, and operations. Develop your leadership and influencing skills, with the opportunity to motivate and inspire teams. 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 is: Passionate about delivering exceptional customer experiences. Committed to innovation and growth. Collaborative and cross-functional, with a focus on teamwork and communication. Fast-paced and dynamic, with a focus on adaptability and flexibility. Compensation, Perks, and Benefits At arenaflex, we offer a competitive compensation package, including: A salary range of $20-30 per hour. Opportunities for career growth and development. A dynamic and supportive work environment. Access to training and development programs. A range of perks and benefits, including flexible working hours and remote work options. Conclusion If you are a motivated and experienced Product Manager, with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity at arenaflex. As a leader in the private industry, we offer a unique and dynamic work environment, with opportunities for career growth and development. Don't miss out on the chance to join our team and make a significant impact on the business. Apply now and take the first step towards an exciting and rewarding career at arenaflex. Apply for this job