Experienced Product Manager – Customer Service Technology & Contact Center Platform Development
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About arenaflex
At arenaflex, we believe in the power of entertainment to bring people together. With over 200 million subscribers worldwide, our platform has become synonymous with exceptional streaming experiences, original content, and cutting-edge technology. Our Customer Support (CS) organization plays a critical role in ensuring that nothing comes between our members and their favorite shows, movies, and games. When our members need assistance, our CS team is there to provide world-class support.
The CS Technology team is an integral part of the Customer Support organization, responsible for ensuring that the right tools and technologies are in place and functioning optimally to support the operations, growth, and scalability of our customer support business—now and in the future. We are looking for an experienced Product Manager to lead and drive innovation in improving both our members' and support agents' experiences with our contact center platform.
Position Overview
We are seeking a talented and driven Product Manager to join our CS Technology team. In this role, you will be responsible for shaping the future of our contact center platform, working closely with design, engineering, operations, and data engineering teams, as well as third-party solution providers, to deliver a top-tier platform experience that enables our Customer Support team to provide exceptional client experiences.
As a Product Manager at arenaflex, you will be a key player in shaping the future of our contact center platform through the adoption of third-party solutions and will help create and execute the long-term strategy and roadmap. This is a senior-level position that focuses on driving a cross-functional team without direct reports, allowing you to concentrate on making a massive impact on our client and agent experience without managing a traditional organization.
Key Responsibilities
Product Management Leadership: Provide product management leadership for our contact center platform, including new feature adoption, feature enhancements, data pipelines, APIs, and integrations with our internal tools through close collaboration with our third-party solution providers.
Strategy & Roadmap Development: Assist in defining strategy, gathering requirements, clarifying prioritization, identifying dependencies, mitigating risks and obstacles, communicating effectively, and creating a comprehensive roadmap.
Cross-Functional Collaboration: Work together with every CS functional group to better understand their vision and challenges and deliver the best possible solutions collaboratively.
Integration Management: Manage integrations and adoption of products, including close collaboration with our engineering and data scientist teams, as well as third-party solution providers and consulting firms.
Global Perspective: Understand differences in support expectations across various regions around the world and tailor experiences accordingly.
Expanded Product Ownership: Extend product management responsibilities to additional tools as business needs arise.
Culture Champion: Embody and encapsulate the unique arenaflex culture in all aspects of work.
What We're Looking For
Essential Qualifications
Experience: Minimum of 4+ years of experience in product management for consumer or internally-facing products.
Decision-Making Skills: Ability to make difficult decisions informed by both data and judgment.
Customer Focus: Deep focus on delivering excellent client and agent experiences.
Proven Track Record: Demonstrated history of executing projects that measurably improved client and agent experiences.
Influence & Leadership: Organizational leadership and influence without formal authority—the ability to inspire and lead cross-functional teams.
Communication Skills: Exceptional written and verbal communication skills, including the ability to create great updates and presentations, build trust, and establish collaborative networks across functions.
Team Leadership: Ability to move, motivate, and lead designers and engineers toward common goals.
Technical Experience: Related experience working with CCaaS (Contact Center as a Service), CPaaS (Communications Platform as a Service), UCaaS (Unified Communications as a Service), and CRM products—whether third-party or built in-house.
Domain Expertise: Experience focusing on Customer Support operations and technology.
Global Experience: Experience working on global products is highly beneficial.
Preferred Qualifications
Experience with scalable cloud-based contact center solutions
Background in telecommunications or unified communications technology
Understanding of AI and automation in customer service contexts
Experience working with distributed global teams across multiple time zones
Knowledge of data analytics and metrics-driven product development
Familiarity with agile and lean product development methodologies
Skills & Competencies Required for Success
Strategic Thinking: Ability to think globally and long-term while executing on immediate priorities.
Data-Driven Decision Making: Strong analytical skills with the ability to interpret data and translate insights into actionable product strategies.
Stakeholder Management: Excellent ability to manage relationships with multiple stakeholders, including internal teams and external vendors.
Problem-Solving: Creative approach to solving complex challenges with innovative solutions.
Adaptability: Comfortable working in a fast-paced, ever-changing environment where priorities may shift.
Technical Fluency: Ability to work effectively with engineering teams and understand technical requirements, constraints, and opportunities.
User-Centric Mindset: Deep empathy for both end-users (customers) and internal users (support agents).
Career Growth & Learning Opportunities
At arenaflex, we invest in the growth and development of our employees. As a Product Manager in our CS Technology team, you will have access to:
Professional Development: Continuous learning opportunities through training programs, workshops, and conferences.
Career Advancement: Clear pathways for career progression into senior product leadership roles or specialized domains.
Exposure to Cutting-Edge Technology: Work with the latest contact center and communications technologies in the industry.
Cross-Functional Experience: Collaborate with teams across design, engineering, data science, operations, and more.
Global Impact: Influence products that serve millions of customers worldwide.
Innovation Culture: Freedom to propose and implement new ideas that shape the future of customer support.
Work Environment & Culture
arenaflex is known for its unique culture that emphasizes freedom and responsibility, innovation, and excellence. Our work environment is characterized by:
Remote-First Approach: Flexible work arrangements that allow you to work from anywhere.
Collaborative Culture: Open, inclusive environment where diverse perspectives are valued.
Transparency: Access to information and data to make informed decisions.
High Standards: Commitment to excellence in everything we do.
Work-Life Balance: Emphasis on results rather than hours worked.
Innovation-Focused: Encouragement to experiment, learn, and iterate.
Compensation & Benefits
We offer competitive compensation and a comprehensive benefits package, including:
Competitive Salary: Market-leading compensation ranging from $28-$35 per hour, commensurate with experience and qualifications.
Health & Wellness: Comprehensive health, dental, and vision insurance.
Retirement Plans: 401(k) retirement savings plan with company matching.
Paid Time Off: Generous paid time off policy including vacation, sick leave, and holidays.
Parental Leave: Extensive parental leave for new parents.
Learning & Development: Annual learning and development budget.
Stock Options: Equity participation opportunities.
Employee Assistance Program: Support for personal and professional challenges.
How to Apply
If you are passionate about technology, customer experience, and want to be part of a team that's transforming how entertainment is delivered and supported, we want to hear from you!
Join arenaflex and be part of a company that's redefining what's possible in streaming entertainment. Apply today and take the next step in your career journey.
arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
About arenaflex
At arenaflex, we believe in the power of entertainment to bring people together. With over 200 million subscribers worldwide, our platform has become synonymous with exceptional streaming experiences, original content, and cutting-edge technology. Our Customer Support (CS) organization plays a critical role in ensuring that nothing comes between our members and their favorite shows, movies, and games. When our members need assistance, our CS team is there to provide world-class support.
The CS Technology team is an integral part of the Customer Support organization, responsible for ensuring that the right tools and technologies are in place and functioning optimally to support the operations, growth, and scalability of our customer support business—now and in the future. We are looking for an experienced Product Manager to lead and drive innovation in improving both our members' and support agents' experiences with our contact center platform.
Position Overview
We are seeking a talented and driven Product Manager to join our CS Technology team. In this role, you will be responsible for shaping the future of our contact center platform, working closely with design, engineering, operations, and data engineering teams, as well as third-party solution providers, to deliver a top-tier platform experience that enables our Customer Support team to provide exceptional client experiences.
As a Product Manager at arenaflex, you will be a key player in shaping the future of our contact center platform through the adoption of third-party solutions and will help create and execute the long-term strategy and roadmap. This is a senior-level position that focuses on driving a cross-functional team without direct reports, allowing you to concentrate on making a massive impact on our client and agent experience without managing a traditional organization.
Key Responsibilities
Product Management Leadership: Provide product management leadership for our contact center platform, including new feature adoption, feature enhancements, data pipelines, APIs, and integrations with our internal tools through close collaboration with our third-party solution providers.
Strategy & Roadmap Development: Assist in defining strategy, gathering requirements, clarifying prioritization, identifying dependencies, mitigating risks and obstacles, communicating effectively, and creating a comprehensive roadmap.
Cross-Functional Collaboration: Work together with every CS functional group to better understand their vision and challenges and deliver the best possible solutions collaboratively.
Integration Management: Manage integrations and adoption of products, including close collaboration with our engineering and data scientist teams, as well as third-party solution providers and consulting firms.
Global Perspective: Understand differences in support expectations across various regions around the world and tailor experiences accordingly.
Expanded Product Ownership: Extend product management responsibilities to additional tools as business needs arise.
Culture Champion: Embody and encapsulate the unique arenaflex culture in all aspects of work.
What We're Looking For
Essential Qualifications
Experience: Minimum of 4+ years of experience in product management for consumer or internally-facing products.
Decision-Making Skills: Ability to make difficult decisions informed by both data and judgment.
Customer Focus: Deep focus on delivering excellent client and agent experiences.
Proven Track Record: Demonstrated history of executing projects that measurably improved client and agent experiences.
Influence & Leadership: Organizational leadership and influence without formal authority—the ability to inspire and lead cross-functional teams.
Communication Skills: Exceptional written and verbal communication skills, including the ability to create great updates and presentations, build trust, and establish collaborative networks across functions.
Team Leadership: Ability to move, motivate, and lead designers and engineers toward common goals.
Technical Experience: Related experience working with CCaaS (Contact Center as a Service), CPaaS (Communications Platform as a Service), UCaaS (Unified Communications as a Service), and CRM products—whether third-party or built in-house.
Domain Expertise: Experience focusing on Customer Support operations and technology.
Global Experience: Experience working on global products is highly beneficial.
Preferred Qualifications
Experience with scalable cloud-based contact center solutions
Background in telecommunications or unified communications technology
Understanding of AI and automation in customer service contexts
Experience working with distributed global teams across multiple time zones
Knowledge of data analytics and metrics-driven product development
Familiarity with agile and lean product development methodologies
Skills & Competencies Required for Success
Strategic Thinking: Ability to think globally and long-term while executing on immediate priorities.
Data-Driven Decision Making: Strong analytical skills with the ability to interpret data and translate insights into actionable product strategies.
Stakeholder Management: Excellent ability to manage relationships with multiple stakeholders, including internal teams and external vendors.
Problem-Solving: Creative approach to solving complex challenges with innovative solutions.
Adaptability: Comfortable working in a fast-paced, ever-changing environment where priorities may shift.
Technical Fluency: Ability to work effectively with engineering teams and understand technical requirements, constraints, and opportunities.
User-Centric Mindset: Deep empathy for both end-users (customers) and internal users (support agents).
Career Growth & Learning Opportunities
At arenaflex, we invest in the growth and development of our employees. As a Product Manager in our CS Technology team, you will have access to:
Professional Development: Continuous learning opportunities through training programs, workshops, and conferences.
Career Advancement: Clear pathways for career progression into senior product leadership roles or specialized domains.
Exposure to Cutting-Edge Technology: Work with the latest contact center and communications technologies in the industry.
Cross-Functional Experience: Collaborate with teams across design, engineering, data science, operations, and more.
Global Impact: Influence products that serve millions of customers worldwide.
Innovation Culture: Freedom to propose and implement new ideas that shape the future of customer support.
Work Environment & Culture
arenaflex is known for its unique culture that emphasizes freedom and responsibility, innovation, and excellence. Our work environment is characterized by:
Remote-First Approach: Flexible work arrangements that allow you to work from anywhere.
Collaborative Culture: Open, inclusive environment where diverse perspectives are valued.
Transparency: Access to information and data to make informed decisions.
High Standards: Commitment to excellence in everything we do.
Work-Life Balance: Emphasis on results rather than hours worked.
Innovation-Focused: Encouragement to experiment, learn, and iterate.
Compensation & Benefits
We offer competitive compensation and a comprehensive benefits package, including:
Competitive Salary: Market-leading compensation ranging from $28-$35 per hour, commensurate with experience and qualifications.
Health & Wellness: Comprehensive health, dental, and vision insurance.
Retirement Plans: 401(k) retirement savings plan with company matching.
Paid Time Off: Generous paid time off policy including vacation, sick leave, and holidays.
Parental Leave: Extensive parental leave for new parents.
Learning & Development: Annual learning and development budget.
Stock Options: Equity participation opportunities.
Employee Assistance Program: Support for personal and professional challenges.
How to Apply
If you are passionate about technology, customer experience, and want to be part of a team that's transforming how entertainment is delivered and supported, we want to hear from you!
Join arenaflex and be part of a company that's redefining what's possible in streaming entertainment. Apply today and take the next step in your career journey.
arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.