Senior Product Manager – Customer Service Platform (Remote) – $25/hr – arenaflex

About arenaflex – Pioneering Entertainment & Technology

arenaflex is a global leader in streaming entertainment, delivering millions of hours of movies, series, documentaries, and interactive experiences to audiences worldwide. With a relentless focus on innovation, arenaflex blends cutting‑edge technology with a deep understanding of viewer preferences to create seamless, personalized experiences. As the company continues to expand its footprint, the Customer Service organization plays a pivotal role in ensuring that every subscriber receives world‑class support, no matter where they are or what device they use.

Why This Role Matters

At arenaflex, the Customer Service Platform (CSP) is the backbone of the entire support ecosystem. It powers the tools that agents use, the data pipelines that feed insights, and the APIs that integrate third‑party solutions. As the Product Manager, Customer Service, you will own the vision and execution of this platform, shaping the experience for both customers and the support teams that serve them. Your work will directly impact subscriber satisfaction, retention, and the overall brand reputation of arenaflex.

Role Summary

This is a senior, cross‑functional product leadership position. You will collaborate with engineering, design, data science, and operations teams, as well as external vendors, to deliver a best‑in‑class CSP that scales globally. While you will not have direct reports, you will influence and lead without authority, driving alignment across multiple stakeholders to achieve measurable improvements in support efficiency and customer delight.

Key Responsibilities

• Product Vision & Strategy: Define and communicate a clear, data‑driven roadmap for the CSP, balancing new feature delivery, performance enhancements, and technical debt reduction.
• Feature Delivery: Own the end‑to‑end lifecycle of major platform components—including new feature onboarding, UI upgrades, data pipelines, APIs, and integrations with internal tools.
• Stakeholder Collaboration: Partner closely with every CS functional team (agents, quality assurance, training, analytics) to understand pain points, gather requirements, and co‑create solutions.
• Vendor Management: Manage relationships with external SaaS providers (CCaaS, CPaaS, UCaaS, CRM) and consulting partners, ensuring contracts, SLAs, and deliverables align with arenaflex’s strategic goals.
• Risk & Issue Management: Identify, assess, and mitigate risks and blockers, maintaining transparent communication with leadership and stakeholders.
• Data‑Driven Decision Making: Leverage analytics and user research to prioritize features, validate hypotheses, and measure impact on key metrics such as First Contact Resolution (FCR) and Net Promoter Score (NPS).
• Global Localization: Understand and adapt support platform requirements for diverse regions, accounting for language, regulatory, and cultural nuances.
• Culture Champion: Model arenaflex’s core values—curiosity, inclusion, and relentless improvement—while fostering a collaborative, high‑performance environment.

Essential Qualifications

• Minimum 3 years of product management experience delivering consumer‑facing or internal tools for customer support, contact center, or related domains.
• Demonstrated ability to make data‑informed decisions, balancing quantitative insights with qualitative judgment.
• Proven track record of shipping projects that measurably improve customer and agent experiences (e.g., reduced average handle time, increased CSAT scores).
• Exceptional written and verbal communication skills, with the ability to craft compelling presentations, influence senior leaders, and build trust across cross‑functional teams.
• Experience working with CCaaS, CPaaS, UCaaS, or CRM platforms—whether as a consumer of third‑party solutions or as a contributor to in‑house builds.
• Strong analytical mindset and comfort with data tools (SQL, Tableau, Looker, or similar) to surface insights and drive prioritization.
• Ability to thrive in a fast‑paced, remote environment while maintaining high levels of organization and accountability.

Preferred Qualifications

• Bachelor’s degree in Business, Computer Science, Engineering, or a related field; advanced degree is a plus.
• Experience leading product initiatives in a globally distributed organization, with exposure to multiple time zones and cultural contexts.
• Background in building or scaling contact‑center platforms, including familiarity with AI‑driven routing, chatbots, and omnichannel support.
• Hands‑on experience with agile methodologies and tools such as JIRA, Confluence, or Azure DevOps.
• Prior exposure to regulatory compliance considerations (e.g., GDPR, CCPA) in the context of customer data handling.
• Passion for entertainment technology and a deep understanding of the streaming industry’s unique challenges.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture while drilling down into execution details.
• Influence Without Authority: Proven skill in rallying cross‑functional teams around a shared vision.
• Customer‑Centric Mindset: Empathy for both end‑users and support agents, translating insights into actionable product improvements.
• Technical Acumen: Comfortable discussing architecture, APIs, data flows, and integration points with engineering teams.
• Problem Solving: Strong analytical and creative problem‑solving abilities to navigate complex, ambiguous challenges.
• Communication Excellence: Clear, concise, and persuasive storytelling for both technical and non‑technical audiences.

Career Growth & Learning Opportunities

arenaflex invests heavily in employee development. As a Product Manager, you will have access to:

• Mentorship from senior product leaders and industry veterans.
• Sponsored certifications (e.g., Pragmatic Institute, Scrum Alliance, Product Management Institute).
• Opportunities to lead high‑visibility, cross‑regional initiatives that shape the future of arenaflex’s support ecosystem.
• Regular knowledge‑sharing sessions, hackathons, and innovation labs to explore emerging technologies such as AI‑driven support, voice assistants, and predictive analytics.

Work Environment & Culture at arenaflex

arenaflex embraces a flexible, remote‑first culture that values work‑life harmony. Our teams are distributed across continents, yet we maintain a strong sense of community through virtual coffee chats, quarterly meet‑ups, and inclusive communication practices. The company’s core values—Curiosity, Inclusion, Impact, and Integrity—are woven into every project, ensuring that each employee feels empowered to innovate, challenge the status quo, and contribute meaningfully.

Compensation, Perks & Benefits

arenaflex offers a competitive hourly rate of $25 per hour, complemented by a comprehensive benefits package that includes:

• Health, dental, and vision insurance with generous employer contributions.
• Retirement savings plan with company match.
• Paid time off, parental leave, and flexible scheduling.
• Wellness stipend, mental‑health resources, and employee assistance programs.
• Technology allowance for home office setup (laptop, monitor, ergonomic accessories).
• Access to streaming subscriptions, entertainment discounts, and exclusive arenaflex events.

How to Apply

If you are passionate about building world‑class support platforms, thrive in a collaborative remote environment, and want to make a tangible impact on millions of subscribers worldwide, we want to hear from you. Click the link below to submit your application and join arenaflex’s mission to deliver unforgettable entertainment experiences.

Apply Job!

Join arenaflex – Shape the Future of Customer Service

At arenaflex, your ideas will be heard, your contributions celebrated, and your career trajectory accelerated. Become a catalyst for change, drive innovation, and help millions of fans enjoy their favorite shows without interruption. Apply today and embark on a rewarding journey with arenaflex.