Senior Product Manager – Customer Service Platform & Data‑Entry Operations (Remote, Work‑From‑Home) – $28‑$35 Hourly, Full‑Time

About arenaflex – Pioneering Entertainment & Customer Delight

arenaflex is a global leader in streaming entertainment, delivering millions of hours of movies, series, and interactive experiences to audiences worldwide. Our mission is to remove barriers between viewers and the stories they love, ensuring a seamless, personalized journey every time they press play. With a culture rooted in innovation, collaboration, and relentless focus on the customer, arenaflex continuously invests in cutting‑edge technology and world‑class talent to stay ahead of the ever‑evolving media landscape.

Why This Role Matters

At arenaflex, the Customer Service (CS) organization is the front line of our promise to deliver flawless viewing experiences. The Product Manager – Customer Service Platform you will become is the strategic driver behind the tools, integrations, and data pipelines that empower our support agents to resolve issues quickly, delight customers, and protect the brand’s reputation. This is a high‑visibility, impact‑focused role that sits at the intersection of product, engineering, design, and analytics, shaping the future of how arenaflex serves its members around the globe.

Role Overview

As a senior‑level Product Manager, you will lead the end‑to‑end development of the arenaflex Contact Center Platform. You will own the product roadmap, prioritize feature requests, and collaborate with cross‑functional teams—including engineering, design, data science, and external vendors—to deliver robust, scalable solutions. While you will not have direct reports, you will influence and rally multi‑disciplinary squads to achieve measurable improvements in agent productivity, customer satisfaction, and operational efficiency.

Key Responsibilities

• Define and communicate a clear product vision and roadmap for the arenaflex Contact Center Platform, aligning with broader CS strategy and corporate objectives.
• Gather and translate business requirements into detailed product specifications, user stories, and acceptance criteria.
• Partner with engineering to oversee the design, development, testing, and launch of new features such as ticketing enhancements, data pipelines, APIs, and system integrations.
• Collaborate closely with design and data science teams to create intuitive UI/UX experiences and data‑driven insights that empower support agents.
• Manage relationships with external vendors and consulting partners, ensuring seamless integration of third‑party CCaaS, CPaaS, UCaaS, and CRM solutions.
• Conduct risk assessments, prioritize trade‑offs, and make data‑informed decisions that balance short‑term impact with long‑term scalability.
• Facilitate cross‑functional workshops to capture stakeholder feedback, resolve conflicts, and drive consensus on product direction.
• Monitor key performance indicators (KPIs) such as average handling time, first‑contact resolution, and agent satisfaction, using analytics to iterate on the product.
• Champion arenaflex’s culture of curiosity, inclusion, and high performance by modeling best practices and mentoring peers.
• Represent the product team in executive briefings, providing transparent updates on progress, challenges, and upcoming milestones.

Essential Qualifications

• Minimum 2 years of product management experience delivering customer‑facing or internal support tools, preferably within a high‑growth technology environment.
• Demonstrated ability to make data‑driven decisions, balancing quantitative metrics with qualitative insights.
• Proven track record of shipping features that measurably improve customer and agent experiences.
• Strong analytical mindset with experience interpreting complex data sets to inform product direction.
• Exceptional written and verbal communication skills; ability to craft compelling presentations and influence senior stakeholders.
• Experience working with CCaaS, CPaaS, UCaaS, or CRM platforms—whether as a consumer of third‑party solutions or as an integrator of in‑house tools.
• Comfortable navigating global product requirements and adapting solutions to diverse regional support expectations.

Preferred Qualifications

• Background in contact‑center operations, customer support, or related service domains.
• Hands‑on experience with agile development methodologies and tools such as JIRA, Confluence, or similar.
• Familiarity with API design, data pipeline architecture, and system integration patterns.
• Experience leading cross‑functional initiatives without direct managerial authority, demonstrating strong influence and collaboration skills.
• Exposure to international product launches and the ability to tailor solutions for varied market regulations and cultural nuances.

Core Skills & Competencies

• Strategic Thinking: Ability to envision long‑term product trajectories while delivering incremental value.
• Customer‑Centric Mindset: Deep empathy for both end‑users and internal agents, driving decisions that prioritize experience.
• Leadership Without Authority: Proven capability to rally diverse teams around a shared goal.
• Technical Acumen: Comfortable discussing architecture, APIs, and data flows with engineers and architects.
• Analytical Rigor: Proficiency in using analytics tools (e.g., SQL, Tableau, Looker) to surface insights.
• Communication Excellence: Clear, concise storytelling for both technical and non‑technical audiences.
• Adaptability: Thrive in a fast‑moving environment where priorities shift based on business needs.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its employees. As a Product Manager, you will have access to:

• Mentorship programs with senior leaders across product, engineering, and design.
• Sponsored certifications in Agile, Product Management, and Data Analytics.
• Opportunities to lead high‑visibility, cross‑regional initiatives that shape the future of arenaflex’s customer experience.
• Regular knowledge‑sharing sessions, hackathons, and innovation labs that encourage creative problem‑solving.
• A clear promotion pathway from Associate Product Manager to Senior Product Manager, Group Product Manager, and beyond.

Compensation, Perks & Benefits

arenaflex offers a competitive hourly rate of $28‑$35, reflecting experience and performance. In addition to base compensation, you will enjoy:

• Comprehensive health, dental, and vision coverage.
• Generous paid time off and flexible holiday schedules.
• Remote‑first work model with a home office stipend and ergonomic equipment allowance.
• Retirement savings plans with company matching contributions.
• Wellness programs, including mental‑health resources and virtual fitness classes.
• Employee assistance programs and continuous learning budgets.
• Access to arenaflex’s entertainment catalog for personal enjoyment.

Work Environment & Culture at arenaflex

Our culture is built on the pillars of curiosity, inclusion, and impact. At arenaflex you will find:

• A collaborative, globally distributed team that values diverse perspectives.
• Transparent communication channels where ideas are heard and acted upon.
• Regular virtual coffee chats, team‑building events, and community initiatives.
• A commitment to work‑life balance, with flexible schedules that respect personal commitments.
• An environment that celebrates failures as learning opportunities, encouraging experimentation.

How to Apply

If you are passionate about shaping world‑class customer service experiences, thrive in a remote‑first setting, and are ready to drive product excellence at a fast‑growing entertainment leader, we want to hear from you. Submit your resume and a brief cover letter outlining your most relevant achievements to the arenaflex careers portal.

Join arenaflex and Make an Impact

At arenaflex, your work will directly influence how millions of members enjoy their favorite content every day. By delivering powerful, intuitive tools to our support teams, you will help ensure that every viewer’s experience is smooth, enjoyable, and unforgettable. Take the next step in your career—apply today and become a catalyst for exceptional customer service at arenaflex.