Senior Product Manager – Customer Service Platform & Member Management Innovation (Global Enterprise Solutions)

About arenaflex

arenaflex is a world‑leading entertainment and digital experiences provider, delivering streaming TV series, feature films, interactive games, and live events to hundreds of millions of members across more than 190 countries. With a relentless focus on storytelling, technology, and user‑centric design, arenaflex has built a global brand that people turn to for the moments that matter – whether they’re binge‑watching a new series, competing in an online game, or enjoying a live concert from their living room.

Our Customer Service organization is the front line that ensures every member’s interaction with arenaflex is smooth, supportive, and delightful. The CS Technology team powers the tools, platforms, and data pipelines that enable support agents to resolve issues quickly, personalize experiences, and keep members engaged. As we continue to expand into new content formats and markets, the need for innovative, scalable, and data‑driven product solutions has never been greater.

The Role – Why It Matters

As the Senior Product Manager – Customer Service Platform & Member Management Innovation, you will own the vision, strategy, and execution of arenaflex’s member management enterprise platform. This platform is the backbone that connects members, support agents, and a suite of third‑party solutions, delivering a seamless experience across streaming, gaming, live events, advertising, and emerging services.

You will partner with design, engineering, analytics, operations, and external solution providers to shape a product roadmap that drives efficiency, reduces friction, and creates measurable improvements in both member satisfaction and agent productivity. While the role is senior, it is highly collaborative – you will lead cross‑functional teams without direct reports, leveraging influence, data, and storytelling to achieve impact.

Key Responsibilities

• Product Leadership: Define and champion the product vision for the member management platform, including feature sets, data pipelines, APIs, and third‑party integrations.
• Strategic Roadmapping: Capture business requirements, prioritize initiatives, identify dependencies, mitigate risks, and publish a clear, data‑backed roadmap that aligns with arenaflex’s global growth objectives.
• Cross‑Functional Partnership: Work closely with each CS functional team (e.g., Voice, Chat, Social, Self‑Service) to understand their unique challenges and co‑create solutions that address regional nuances and service‑specific needs.
• Delivery Management: Drive the end‑to‑end development lifecycle, collaborating with engineering, data science, and external consulting partners to ship high‑quality features on schedule.
• Global Experience Tailoring: Adapt the platform to reflect differences in support expectations across regions, languages, and regulatory environments, ensuring a consistent yet locally relevant experience.
• Expansion of Scope: Identify adjacent tools and processes where product management oversight can add value, and seamlessly extend ownership as business needs evolve.
• Cultural Stewardship: Embody arenaflex’s unique culture of freedom, responsibility, and high performance, modeling transparency, candor, and relentless curiosity.
• Metrics & Impact: Define success metrics, track performance, and communicate outcomes to senior leadership, demonstrating how product initiatives improve member NPS, agent efficiency, and cost‑to‑serve.

Essential Qualifications

• 5+ years of product management experience delivering consumer‑facing or internal enterprise products, preferably within a high‑growth, technology‑driven environment.
• Deep understanding of contact‑center operations, customer service workflows, and the metrics that drive agent performance and member satisfaction.
• Hands‑on experience with member management solutions—whether built in‑house or integrated from third‑party vendors.
• Proven ability to thrive in fast‑paced, globally distributed teams, adapting quickly to changing priorities and ambiguous problems.
• Exceptional written and verbal communication skills, with a track record of producing clear memos, compelling presentations, and influencing stakeholders without formal authority.
• Demonstrated leadership in guiding designers, engineers, and data scientists toward a shared product vision.
• Data‑driven decision‑making: comfortable using analytics, A/B testing, and qualitative insights to inform product direction.
• Track record of delivering projects that measurably improve both customer and agent experiences, quantified through KPIs such as resolution time, CSAT, or agent utilization.

Preferred Qualifications & Additional Skills

• Experience building or scaling global enterprise platforms that serve multiple product lines (e.g., streaming, gaming, live experiences, advertising).
• Familiarity with modern API design, micro‑services architecture, and data integration patterns.
• Background in working with third‑party SaaS providers, negotiating contracts, and managing integration roadmaps.
• Strong multitasking abilities and comfort managing several high‑impact initiatives simultaneously.
• Passion for continuous learning—keeping abreast of emerging trends in AI‑driven support, omnichannel experiences, and member personalization.
• Demonstrated commitment to diversity, equity, and inclusion, with experience building products that serve diverse user bases.

Skills & Competencies for Success

• Strategic Thinking: Ability to see the big picture while drilling down into execution details.
• Influence & Collaboration: Persuade and align cross‑functional partners without direct authority.
• Analytical Rigor: Leverage quantitative data and qualitative feedback to prioritize features and measure impact.
• Customer‑Centric Mindset: Deep empathy for both members and support agents, translating insights into product improvements.
• Technical Fluency: Comfortable discussing architecture, data flows, and API contracts with engineering teams.
• Communication Excellence: Craft clear, concise, and compelling narratives for internal and external audiences.
• Adaptability: Navigate ambiguity, pivot quickly, and maintain momentum in a rapidly evolving market.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its product leaders. In this role, you will have access to:

• Mentorship from senior executives who have built global platforms at scale.
• Leadership development programs focused on strategic influence, negotiation, and people‑centric product design.
• Opportunities to work on high‑visibility initiatives that directly affect millions of members worldwide.
• Cross‑functional rotations that broaden your expertise across engineering, data science, design, and operations.
• Conference sponsorships, internal hackathons, and a culture that encourages experimentation and rapid prototyping.

Work Environment & Culture at arenaflex

arenaflex’s culture is built on a foundation of freedom and responsibility. We trust our employees to make bold decisions, take ownership of outcomes, and continuously raise the bar. Key cultural pillars include:

• Transparency: Open communication channels, regular all‑hands updates, and a commitment to sharing data openly across the organization.
• Innovation: A safe space for testing new ideas, learning from failures, and iterating quickly.
• Inclusivity: A diverse workforce where every voice is heard, and varied perspectives shape product direction.
• High Performance: Clear expectations, rigorous standards, and a meritocratic environment that rewards impact.
• Work‑Life Harmony: Flexible time‑off policies, remote‑work options, and resources that support mental and physical well‑being.

Compensation, Perks & Benefits

arenaflex offers a competitive total‑compensation package that reflects the seniority and impact of this role. While the exact mix is tailored to each individual, the structure typically includes:

• A base salary ranging from $160,000 to $390,000 annually, calibrated to market benchmarks and personal experience.
• Equity options that allow you to share in the long‑term growth of arenaflex.
• Comprehensive health coverage, including medical, dental, vision, and mental‑health resources.
• Retirement savings plans with employer matching contributions.
• Generous paid time off—35 days of accrued vacation for hourly staff and flexible unlimited PTO for salaried employees.
• Family‑forming benefits, parental leave, and support for caregivers.
• Disability, life, and serious injury insurance, plus wellness programs and employee assistance services.
• Access to on‑site amenities (where applicable) such as fitness centers, cafeterias, and creative spaces.

Why Join arenaflex?

Joining arenaflex means becoming part of a global entertainment powerhouse that is redefining how people experience media. You will work alongside some of the brightest minds in product, engineering, and design, tackling complex problems that have a direct impact on millions of members every day. If you thrive in an environment that values curiosity, autonomy, and relentless improvement, this is the platform for you to leave a lasting imprint on the future of customer service.

Application Process

Ready to shape the next generation of arenaflex’s member management platform? We invite you to submit your application, including a resume and a brief cover letter that highlights your most relevant experiences and why you’re excited about this opportunity.

arenaflex is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, gender, sexual orientation, disability, or any other characteristic that makes each person unique.

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