Experienced Product Manager for Customer Service and Member Management Platform Development – Leading Cross-Functional Teams and Driving Innovation in a Fast-Paced Global Environment

Introduction to arenaflex arenaflex is one of the world's leading entertainment services, boasting 278 million paid memberships across over 190 countries. Our members enjoy a vast array of TV series, films, and games, all readily available to play, pause, and resume at their convenience. As a pioneer in the entertainment industry, we strive to ensure that our members' experiences are seamless and uninterrupted. To achieve this, our Customer Service (CS) team plays a vital role in providing assistance whenever needed. About the Role The CS Technology team, part of the CS organization, is responsible for developing and maintaining the tools and technologies that support our Customer Service business. We are now seeking an experienced Product Manager to lead the innovation and improvement of our member management platform, enhancing both our members' and support agents' experiences. As a Product Manager at arenaflex, you will be at the forefront of shaping the future of our enterprise platform, collaborating with cross-functional teams, including design, engineering, operations, insights, and analytics, to deliver a best-in-class experience. Key Responsibilities Provide product management leadership for our member management platform, encompassing features, capabilities, data pipelines, APIs, and integrations with third-party solutions. Define strategy, capture requirements, prioritize features, identify dependencies, mitigate risks, and communicate plans to stakeholders, while creating a roadmap for the platform's development. Partner with each CS functional team to understand their vision, challenges, and needs, delivering tailored solutions that meet their requirements. Manage the development and delivery of product features through close collaboration with engineering and data scientist teams, as well as third-party solution partners and consulting firms. Understand regional differences in support expectations and adapt the experience accordingly, considering nuances among arenaflex's various services and products, such as streaming, games, live experiences, and ads. Expand product management responsibilities to other tools as business needs arise, embodying the unique arenaflex culture and values. What We're Looking For To succeed in this role, you should possess: 5+ years of experience in product management for consumer or internal-facing products, with a deep understanding of Customer Service and contact center businesses. Prior experience working with member management products, whether third-party or in-house built, is essential. A quick learner with the ability to thrive in a fast-paced global environment, exceptional multitasking skills, and the capacity to manage multiple priorities effectively. Outstanding written and verbal communication skills, with the ability to build trust, create collaborative partnerships, and inspire designers and engineers. Organizational leadership and influence without authority, with the ability to make informed decisions using both data and judgment. A demonstrated record of executing projects that measurably improved customer and agent experiences, with a deep focus on delivering a great customer and agent experience. Experience working on global products and enterprise platforms is beneficial, as is a passion for innovation and a willingness to wear multiple hats in a dynamic environment. Essential Qualifications In addition to the above requirements, the ideal candidate will: Possess a strong understanding of product development methodologies, such as Agile or Scrum. Have experience with data analysis and interpretation, with the ability to inform product decisions using data-driven insights. Be familiar with cloud-based technologies and enterprise software solutions. Have a strong network of contacts within the industry, with the ability to leverage these relationships to drive innovation and growth. Preferred Qualifications While not essential, the following qualifications are desirable: Experience working with machine learning or artificial intelligence technologies. Familiarity with DevOps practices and continuous integration/continuous deployment (CI/CD) pipelines. Knowledge of IT service management frameworks, such as ITIL. Experience with customer experience management platforms and tools. 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 access to a range of training and development opportunities, including: Professional development courses and workshops. Mentorship programs and coaching. Opportunities to attend industry conferences and events. Access to a network of experienced professionals and thought leaders. Work Environment and Company Culture arenaflex is a unique and dynamic work environment that values innovation, creativity, and collaboration. Our company culture is built around the following principles: A passion for entertainment and customer experience. A commitment to diversity, equity, and inclusion. A focus on continuous learning and growth. A emphasis on collaboration and teamwork. A culture of feedback and open communication. Compensation, Perks, and Benefits arenaflex offers a competitive compensation package, including: An annual salary range of $160,000 - $390,000. A comprehensive benefits package, including health plans, mental health support, and a 401(k) retirement plan with employer match. A stock option program, allowing you to choose how much of your compensation you want in salary versus stock options. Paid leave of absence programs, including vacation, holidays, and sick paid time off. Flexible time off for full-time salaried employees. Family-forming benefits and life and serious injury benefits. Conclusion If you are a motivated and experienced Product Manager looking to drive innovation and growth in a fast-paced global environment, we encourage you to apply for this exciting opportunity at arenaflex. With a unique company culture, comprehensive benefits package, and opportunities for career growth and development, arenaflex is the ideal place to take your career to the next level. Apply now to join our team and help shape the future of entertainment and customer experience. Apply for this job