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, offering a vast array of TV series, films, and games to over 278 million paid memberships in more than 190 countries. Our members enjoy 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 gets between our members and their favorite shows, movies, and games, and our Customer Service (CS) team plays a vital role in achieving this goal. About the Role As a Product Manager for Customer Service at arenaflex, you will be responsible for leading the development and management of our member management platform, ensuring that it provides the best possible experience for both our members and support agents. You will work closely with cross-functional teams, including design, engineering, operations, insights, and analytics, as well as third-party solution providers, to deliver a world-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 for the platform's development and growth. Partner with each CS functional team to better understand their vision and challenges and deliver the best possible solutions together, ensuring that the platform meets the needs of our members and support agents. 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, taking into account nuanced differences among arenaflex's various services and products. Expand product management responsibility to other tools as business needs present, ensuring that our CS team has the best possible tools and technologies to support our members. Embody the unique arenaflex culture, promoting a collaborative and innovative environment that fosters exceptional customer experiences. What We're Looking For To be successful in this role, you will need to have: 5+ years of experience in product management for consumer or internal-facing products, with a deep understanding of Customer Service business and contact center business. Prior experience working with member management products, whether third-party or in-house built, and a proven track record of delivering exceptional customer and agent experiences. Quick learning abilities and the ability to work in a fast-paced global environment, with exceptional multitasking skills and the ability to 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 with both data and judgment. Ability to inspire, motivate, and lead designers and engineers, with a deep focus on delivering a great customer and agent experience. Experience working on global products and enterprise platforms is beneficial, as well as a demonstrated record of executing projects that measurably improved customer and agent experiences. Essential Qualifications In addition to the above requirements, you will need to have: A strong understanding of product development methodologies, such as Agile or Scrum. Experience with data analysis and interpretation, with the ability to inform product decisions with data-driven insights. Excellent problem-solving skills, with the ability to navigate complex technical and business issues. A strong customer-centric mindset, with a deep understanding of customer needs and expectations. Preferred Qualifications While not essential, the following qualifications are preferred: Experience working in a similar industry or role, with a deep understanding of the entertainment or technology sector. Knowledge of cloud-based technologies and platforms, with experience working with AWS, Azure, or Google Cloud. Familiarity with DevOps practices and tools, such as Jenkins, Docker, or Kubernetes. Experience with machine learning or artificial intelligence, with a strong understanding of how these technologies can be applied to improve customer experiences. Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to the growth and development of our employees. As a Product Manager for Customer Service, you will have the opportunity to work on complex and challenging projects, developing your skills and expertise in product management, leadership, and collaboration. You will also have access to a range of training and development programs, including workshops, conferences, and online courses, to help you stay up-to-date with the latest industry trends and technologies. Work Environment and Company Culture arenaflex is a unique and dynamic company, with a culture that values innovation, collaboration, and creativity. We believe in fostering a positive and inclusive work environment, where employees feel valued, supported, and empowered to do their best work. Our offices are designed to be collaborative and inspiring, with a range of amenities and benefits to support your well-being and productivity. Compensation, Perks, and Benefits arenaflex offers a competitive compensation package, with a range of benefits and perks to support your financial, physical, and emotional well-being. Our compensation structure consists solely of an annual salary, with the option to choose how much of your compensation you want in salary versus stock options. We also offer a range of benefits, including: Comprehensive health plans, with access to mental health support and wellness programs. A 401(k) retirement plan with employer match, to help you save for your future. Stock option program, with the opportunity to own a part of arenaflex and share in our success. Disability programs, to support you in the event of illness or injury. Health savings and flexible spending accounts, to help you manage your healthcare expenses. Family-forming benefits, to support you in building your family. Life and serious injury benefits, to provide financial protection for you and your loved ones. Paid leave of absence programs, to support you in times of need. Flexible time off, to help you balance your work and personal life. 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 Product Manager for Customer Service, you will have the chance to work on complex and challenging projects, develop your skills and expertise, and contribute to the growth and success of our company. Don't miss out on this opportunity to join our dynamic and innovative team – apply today! Apply for this job