Experienced Product Manager for Customer Service and Member Management Platform Development – Leading Cross-Functional Teams to Deliver Exceptional Customer Experiences

Introduction to arenaflex arenaflex is one of the world's leading entertainment services, boasting 278 million paid memberships across over 190 countries, with members enjoying a vast array of TV series, films, and games in various genres and languages. Our members have the freedom to play, pause, and resume watching their favorite content anytime, anywhere, with the flexibility to change their plans at any time. At arenaflex, we strive to ensure that nothing comes between our members and their preferred shows, movies, and games, which is why 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 ensuring that the right CS tools and technologies are in place and functioning optimally to support the operation, growth, and scalability of the Customer Service business. We are seeking an experienced Product Manager to lead and manage innovation, focusing on improving our members' and support agents' experience with our member management platform. As a Product Manager at arenaflex, you will have the opportunity to wear multiple hats, partnering with design, engineering, operations, insights, and analytics teams across the Product and Customer Service organization, as well as third-party solution providers, to deliver a best-in-class enterprise platform experience. Key Responsibilities Provide product management leadership for our member management platform, including features, capabilities, data pipelines, APIs, and integrations with third-party solutions. Help define strategy, capture requirements, clarify prioritization, identify dependencies, mitigate risks and impediments, communicate, and create a roadmap. Partner with each CS functional team to better understand their vision and challenges and deliver the best possible solutions together. Manage the development and delivery of product features through close collaboration with our engineering and data scientist teams, as well as third-party solution partners and/or consulting firms. Understand differences in support expectations in different regions around the world and tailor the experience accordingly, considering nuanced differences among arenaflex's various services/products, such as Streaming, Games, Live Experiences, Ads, etc. Expand product management responsibility to other tools as business needs present. Embody the unique arenaflex culture, which values innovation, collaboration, and a passion for delivering exceptional customer experiences. What We're Looking For To succeed in this role, you should have: 5+ years of experience in product management for consumer or internal-facing products. A deep understanding of the Customer Service business and contact center business. Prior experience working with member management products, whether third-party or in-house built. The ability to quickly learn and work in a fast-paced global environment. Exceptional multitasking abilities, with the capacity to thrive in high-pressure environments and effectively manage multiple priorities. Outstanding written and verbal communication skills, with the ability to build trust and create collaborative partnerships cross-functionally. Organizational leadership and influence without authority, with the ability to make tough but informed decisions using both data and judgment. The ability to inspire, motivate, and lead designers and engineers. A demonstrated record of executing projects that measurably improved customer and agent experiences. A deep focus on delivering a great customer and agent experience. Experience working on global products and enterprise platforms is also beneficial. Skills and Competencies To excel in this role, you should 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 data and make informed decisions. The ability to work in a fast-paced environment, with multiple priorities and deadlines. A strong understanding of customer service principles and practices. Familiarity with agile development methodologies and experience working with engineering teams. Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to providing our employees with opportunities for growth and development. As a Product Manager, you will have the chance to work on complex and challenging projects, collaborating with experienced professionals from various fields. You will also have access to training and development programs, designed to help you enhance your skills and knowledge. Our culture encourages innovation, creativity, and experimentation, providing a unique environment for you to learn and grow. Work Environment and Company Culture arenaflex is a unique and dynamic company, with a culture that values diversity, inclusion, and creativity. We believe in providing a work environment that is collaborative, supportive, and stimulating, with opportunities for professional growth and development. Our employees are passionate about delivering exceptional customer experiences, and we strive to create a workplace that is engaging, challenging, and rewarding. Compensation, Perks, and Benefits arenaflex offers a competitive compensation structure, consisting of an annual salary, with the option to choose between salary and stock options. Our benefits package includes comprehensive health plans, mental health support, a 401(k) retirement plan with employer match, stock option program, disability programs, health savings and flexible spending accounts, family-forming benefits, and life and serious injury benefits. We also offer paid leave of absence programs, with full-time hourly employees accruing 35 days annually for paid time off, and full-time salaried employees entitled to flexible time off. Conclusion If you are a motivated and experienced Product Manager, passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity at arenaflex. As a member of our team, you will have the chance to work on complex and challenging projects, collaborating with experienced professionals from various fields. You will also have access to training and development programs, designed to help you enhance your skills and knowledge. Join us in our mission to provide the best possible experience for our members, and take your career to the next level with arenaflex. arenaflex is an equal-opportunity employer, celebrating diversity and recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully, and do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service. Apply for this job