Senior Product Manager – Customer Service Platform Innovation & Experience (Remote – Florida, USA) – arenaflex

About arenaflex – Shaping the Future of Entertainment and Customer Delight

arenaflex is a global leader in streaming entertainment, delivering an ever‑expanding library of movies, series, documentaries, and original productions to millions of subscribers worldwide. With a commitment to seamless, ad‑free viewing across every device, arenaflex has set the standard for personalized, on‑demand content. Our success is built on a culture of relentless innovation, data‑driven decision‑making, and an unwavering focus on the customer experience. As we continue to grow, we are looking for visionary product leaders who can help us design the next generation of customer service platforms that keep our members delighted and our support agents empowered.

Why This Role Matters – The Vision for Customer Service Platform

At arenaflex, the Customer Service (CS) organization is the frontline that turns a great streaming experience into a lasting relationship. The CS Technology team builds the tools, APIs, and data pipelines that enable support agents to resolve issues quickly, personalize interactions, and anticipate member needs. As a Senior Product Manager, you will own the roadmap for the contact‑center platform, driving strategic initiatives that improve both member satisfaction and agent productivity. This is a high‑visibility, cross‑functional role that partners with engineering, design, data science, and external vendors to deliver world‑class solutions.

Key Responsibilities

• Product Vision & Strategy: Define and communicate a clear, long‑term product vision for the arenaflex contact‑center platform, aligning it with broader CS and company objectives.
• Roadmap Ownership: Prioritize feature development, enhancements, and integrations based on member impact, agent efficiency, and business value.
• Cross‑Functional Leadership: Lead a matrixed team of engineers, designers, data analysts, and vendor partners without direct reports, ensuring seamless execution of product initiatives.
• Stakeholder Collaboration: Partner closely with CS operations, support leadership, and global regional teams to gather requirements, validate assumptions, and co‑create solutions.
• Vendor Management: Manage relationships with external technology providers (e.g., CCaaS, CPaaS, UCaaS, CRM platforms), overseeing integration, performance monitoring, and contract negotiations.
• Data‑Driven Decision Making: Leverage analytics and member feedback to identify pain points, define success metrics, and iterate on product features.
• Risk & Issue Management: Anticipate technical, operational, and regulatory risks; develop mitigation plans and communicate status to senior leadership.
• Global Localization: Identify and address regional variations in support expectations, ensuring the platform scales across diverse markets.
• Culture Champion: Embody arenaflex’s values of curiosity, inclusion, and impact, fostering a collaborative environment that encourages bold ideas.

Essential Qualifications

• Minimum 3 years of product management experience delivering customer‑facing or internal support tools.
• Demonstrated ability to make data‑informed decisions, balancing quantitative insights with qualitative judgment.
• Proven track record of shipping features that measurably improve customer or agent experience (e.g., reduced handling time, higher satisfaction scores).
• Strong written and verbal communication skills, with the ability to influence senior stakeholders across functions.
• Experience working with CCaaS, CPaaS, UCaaS, or CRM solutions—either as a product owner or through close collaboration with engineering teams.
• Passion for delivering exceptional member experiences and a deep empathy for support agents’ day‑to‑day challenges.
• Bachelor’s degree in Business, Computer Science, Engineering, or a related field.

Preferred Qualifications & Additional Experience

• Advanced degree (MBA, MS) or relevant certifications in product management or agile methodologies.
• Hands‑on experience with global product rollouts, including localization, compliance, and regional support nuances.
• Background in building or scaling large‑scale contact‑center platforms, preferably in a high‑growth, consumer‑facing tech company.
• Familiarity with modern API design, micro‑services architecture, and data integration pipelines.
• Demonstrated ability to lead without formal authority, rallying cross‑functional teams around a shared vision.
• Experience in a remote‑first work environment, showing self‑discipline and effective virtual collaboration.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture while executing on detailed roadmaps.
• Analytical Acumen: Proficiency with analytics tools (SQL, Tableau, Looker) to derive actionable insights.
• Customer‑Centric Mindset: Deep empathy for both members and support agents, translating insights into product improvements.
• Collaboration & Influence: Strong partnership skills to align engineering, design, data, and operations teams.
• Technical Literacy: Comfortable discussing architecture, APIs, and data flows with engineering leaders.
• Communication Excellence: Clear, concise storytelling for presentations, product briefs, and executive updates.
• Adaptability: Thrive in a fast‑moving environment where priorities shift based on member feedback and market trends.

Career Growth & Learning Opportunities

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

• Gain exposure to senior leadership across product, engineering, and global operations.
• Participate in mentorship programs, leadership workshops, and industry conferences.
• Lead high‑impact initiatives that directly influence millions of members worldwide.
• Explore pathways to senior product leadership, such as Director of Product Management or VP of Customer Experience.
• Access a robust internal learning platform offering courses on data science, UX design, and emerging technologies.

Compensation, Perks & Benefits (General Overview)

arenaflex offers a competitive compensation package that includes:

• Base salary aligned with market benchmarks for senior product roles (approximately $27 per hour for this remote position, with potential for performance‑based bonuses).
• Comprehensive health, dental, and vision coverage for you and eligible dependents.
• Generous paid time off, holidays, and flexible work schedules to support work‑life balance.
• Retirement savings plans with company matching contributions.
• Remote‑work stipend covering home office equipment, internet, and coworking space access.
• Employee assistance programs, wellness resources, and mental‑health support.
• Opportunities to enjoy arenaflex’s own content library, including early access to new releases.

Work Environment & Culture at arenaflex

Our culture is built on four pillars: Curiosity, Inclusion, Impact, and Freedom. At arenaflex you will find:

• A diverse, global team that celebrates different perspectives and encourages open dialogue.
• Flat organizational structures that empower individuals to take ownership and drive change.
• Regular “innovation days” where teams experiment with new ideas without the pressure of immediate ROI.
• Transparent communication from leadership, with quarterly town halls and open Q&A sessions.
• Commitment to sustainability and social responsibility, including community outreach and environmental initiatives.

How to Apply

If you are passionate about shaping the future of customer service technology and want to make a tangible impact on a platform used by millions, we want to hear from you. Join arenaflex and help us deliver the seamless, delightful experiences our members expect.

Apply Now – Start Your Journey with arenaflex!