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. 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 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 to deliver best-in-class solutions. 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 CS functional teams 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, data science, and third-party solution partners. Understand regional differences in support expectations and adapt the experience accordingly, considering nuances among arenaflex's various services, 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. Quick learning abilities, with the capacity to thrive in a fast-paced global environment and effectively manage multiple priorities. Exceptional multitasking skills, with outstanding written and verbal communication abilities, and the capacity to build trust and collaborative partnerships cross-functionally. 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 exceptional customer and agent experiences. Experience working on global products and enterprise platforms is beneficial, with a strong ability to inspire, motivate, and lead designers and engineers. Skills and Competencies To excel in this role, you should possess: Strong product management skills, with the ability to define and execute product strategies. Excellent communication and collaboration skills, with the capacity to work effectively with cross-functional teams. Strong analytical and problem-solving skills, with the ability to make informed decisions using data and judgment. Ability to adapt to changing priorities and requirements, with a strong focus on delivering exceptional customer and agent experiences. Experience working with agile development methodologies, with a strong understanding of software development life cycles. Career Growth Opportunities and Learning Benefits At arenaflex, we offer a unique and dynamic work environment that fosters growth, learning, and development. As a Product Manager, you will have the opportunity to: Work on high-impact projects that drive business results and improve customer experiences. Collaborate with cross-functional teams, including design, engineering, and operations, to deliver best-in-class solutions. Develop your skills and expertise in product management, with opportunities for mentorship and coaching. Participate in training and development programs, with access to industry-leading tools and technologies. Work Environment and Company Culture arenaflex is a unique and innovative company that values diversity, inclusion, and creativity. Our culture is built on the principles of: Freedom and responsibility, with the autonomy to make decisions and take ownership of your work. Open communication and collaboration, with a strong emphasis on teamwork and cross-functional collaboration. Continuous learning and development, with opportunities for growth and advancement. Diversity and inclusion, with a commitment to creating a welcoming and inclusive work environment. Compensation, Perks, and Benefits arenaflex offers a competitive compensation structure, with a range of $160,000 - $390,000 for this role. Our benefits package includes: Comprehensive health plans, with mental health support and wellness programs. 401(k) Retirement Plan with employer match, and a Stock Option Program. Disability programs, health savings, and flexible spending accounts. Family-forming benefits, life and serious injury benefits, and paid leave of absence programs. Flexible time off, with 35 days of paid time off annually for full-time hourly employees. Conclusion If you are a motivated and experienced Product Manager looking to make a significant impact on customer experiences, we encourage you to apply for this exciting opportunity at arenaflex. With our unique culture, innovative approach, and commitment to diversity and inclusion, we offer a dynamic and rewarding work environment that will challenge and inspire you to grow and succeed. Join our team and be part of shaping the future of entertainment and customer experiences. Apply now to become a part of the arenaflex family and take the first step towards an exciting and rewarding career. Apply for this job