Product Manager, Customer Service – Help Center Innovation & Generative AI Leadership at arenaflex
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Welcome to arenaflex – Shaping the Future of Global Entertainment
arenaflex stands at the forefront of the entertainment landscape, delivering premium TV series, feature films, documentaries, and interactive games to over 283 million members across more than 190 countries. Our members enjoy unlimited, on‑demand access to content in dozens of languages, and they expect a seamless experience whenever they press play, pause, or switch devices. To keep the magic alive, arenaflex constantly invests in world‑class technology, data‑driven insights, and a culture that celebrates bold ideas, relentless curiosity, and inclusive collaboration.
Why This Role Matters
Our Customer Service (CS) organization exists to eliminate any friction between our members and the stories they love. The CS Technology team builds and maintains the tools that empower agents, automate routine interactions, and guide members to self‑serve solutions quickly. As the Product Manager, Customer Service – Help Center & Generative AI, you will own the strategic vision and execution of help.arenaflex.com, the primary gateway for members seeking assistance. Your mission: harness Generative AI, intelligent search, and data‑powered experimentation to make the Help Center the most intuitive, efficient, and satisfying self‑service experience in the industry.
Key Responsibilities
Product Vision & Roadmap: Define a 2‑year product strategy that blends AI‑driven chat, predictive FAQs, and advanced search to reduce member contact rates while boosting satisfaction.
End‑to‑End Ownership: Lead the full product lifecycle—from ideation, requirement gathering, and prioritization to design, development, launch, and post‑release optimization.
Data‑Informed Decision‑Making: Partner with the Insights team to translate member feedback, support ticket analytics, and usage patterns into actionable product initiatives.
Experimentation & Optimization: Work closely with Data Science to design, execute, and analyze A/B tests on search relevance, navigation flows, and AI chat prompts, iterating rapidly based on results.
Cross‑Functional Collaboration: Align CS operations, Design, Engineering, Data Engineering, and external solution providers toward shared goals, fostering a culture of transparent communication.
KPIs & Impact Measurement: Own metrics such as search success rate, self‑service completion, contact volume, and Net Promoter Score (NPS), delivering regular performance dashboards to leadership.
Scalable Tooling Expansion: Identify opportunities to extend product management oversight to additional CS tools (e.g., ticketing platforms, knowledge bases) as business needs evolve.
Cultural Ambassador: Embody arenaflex’s distinct values—freedom and responsibility, curiosity, inclusion—by championing open feedback loops and inclusive decision‑making.
Essential Qualifications
Minimum 7 years of product management experience in consumer‑facing or B2C platforms, with a demonstrable record of delivering measurable improvements to user experience.
Deep familiarity with Customer Service operations and prior ownership of a Help Center, knowledge base, or self‑service portal.
Proven ability to translate complex data sets into clear product hypotheses and roadmaps.
Strong knowledge of A/B testing frameworks, statistical significance, and experiment design.
Excellent written and verbal communication skills; ability to craft compelling presentations, executive briefs, and stakeholder updates.
Demonstrated leadership without formal authority—building influence across engineering, design, data, and operations teams.
Fast learner who thrives in a high‑velocity, global environment and can juggle multiple priorities under pressure.
Preferred Qualifications & Nice‑to‑Have Skills
Experience integrating Generative AI or large‑language‑model (LLM) chat solutions into customer‑facing products.
Background in user research, usability testing, and human‑centered design principles.
Hands‑on familiarity with modern analytics tools (SQL, Looker, Amplitude, Mixpanel) and data visualization.
Exposure to global product rollouts and multilingual user experiences.
Passion for the entertainment industry and a curiosity about emerging media consumption trends.
Core Skills & Competencies
Strategic Thinking: Ability to see the big picture while drilling down into tactical execution.
Customer Empathy: A relentless focus on member pain points and a data‑driven approach to solving them.
Technical Literacy: Comfort discussing APIs, micro‑services, and AI model integration with engineering teams.
Analytical Acumen: Proficiency in turning quantitative insights into qualitative product stories.
Collaboration & Influence: Skilled at aligning diverse stakeholder groups toward a shared vision.
Adaptability: Openness to iterate quickly based on test results and emerging technologies.
Career Growth & Learning Opportunities
arenaflex invests heavily in its people. As a senior product leader, you will have direct exposure to C‑level executives, participate in quarterly strategy workshops, and mentor emerging product talent across the organization. You’ll also gain access to a rich library of internal courses, external conferences (including AI and CX leadership summits), and a generous education stipend for certifications or advanced degrees. Your impact on the Help Center will set the stage for future leadership roles in broader CS technology, AI product strategy, or global product management.
Work Environment & Culture at arenaflex
Our culture blends the freedom to experiment with a responsibility to deliver results. arenaflex operates with a “no‑email‑policy” for most internal communications—favoring real‑time collaboration tools, face‑to‑face (or video) brainstorming sessions, and clear documentation. We celebrate diversity, encourage bold ideas, and reward thoughtful risk‑taking. Employees enjoy flexible remote‑work options, a globally distributed team of innovators, and an inclusive environment where every voice matters.
Compensation, Perks & Benefits
Base Salary Range: $160,000 – $390,000 annually, with the flexibility to allocate a portion toward stock options each year. Your final package is calibrated using market data, experience level, and the specific demands of the role.
Comprehensive Health Coverage: Medical, dental, vision, mental‑health support, and wellness programs.
Retirement Plans: 401(k) with company match, plus discretionary profit‑sharing contributions.
Equity Participation: Stock Option Program aligning personal success with arenaflex’s growth.
Paid Time Off: Flexible time‑off policy for salaried staff; hourly employees accrue 35 days of PTO annually for vacation, holidays, and sick leave.
Family‑Forming Benefits: Parental leave, fertility assistance, and adoption support.
Disability & Life Insurance: Short‑term, long‑term disability, life, and accidental injury coverage.
Learning & Development: Tuition reimbursement, internal training platforms, and a dedicated Learning & Development budget.
Wellness & Community: On‑site fitness classes (where applicable), employee resource groups, and regular town‑hall events celebrating cultural diversity.
How to Apply – Join the arenaflex Journey
If you are ready to shape the next generation of AI‑powered self‑service experiences for millions of entertainment enthusiasts worldwide, we want to hear from you. Please submit your resume, a brief cover letter outlining your vision for a modern Help Center, and any portfolio items or case studies that demonstrate your product leadership.
We are committed to an inclusive hiring process. If you need any accommodation or adjustment during the interview stages, please let your recruiting partner know. arenaflex is an equal‑opportunity employer – we celebrate diversity and strive to build teams that reflect the global audiences we serve.
Take the next step in your career and help arenaflex continue delivering magical moments to viewers everywhere.
Apply Now
Apply Now
Welcome to arenaflex – Shaping the Future of Global Entertainment
arenaflex stands at the forefront of the entertainment landscape, delivering premium TV series, feature films, documentaries, and interactive games to over 283 million members across more than 190 countries. Our members enjoy unlimited, on‑demand access to content in dozens of languages, and they expect a seamless experience whenever they press play, pause, or switch devices. To keep the magic alive, arenaflex constantly invests in world‑class technology, data‑driven insights, and a culture that celebrates bold ideas, relentless curiosity, and inclusive collaboration.
Why This Role Matters
Our Customer Service (CS) organization exists to eliminate any friction between our members and the stories they love. The CS Technology team builds and maintains the tools that empower agents, automate routine interactions, and guide members to self‑serve solutions quickly. As the Product Manager, Customer Service – Help Center & Generative AI, you will own the strategic vision and execution of help.arenaflex.com, the primary gateway for members seeking assistance. Your mission: harness Generative AI, intelligent search, and data‑powered experimentation to make the Help Center the most intuitive, efficient, and satisfying self‑service experience in the industry.
Key Responsibilities
Product Vision & Roadmap: Define a 2‑year product strategy that blends AI‑driven chat, predictive FAQs, and advanced search to reduce member contact rates while boosting satisfaction.
End‑to‑End Ownership: Lead the full product lifecycle—from ideation, requirement gathering, and prioritization to design, development, launch, and post‑release optimization.
Data‑Informed Decision‑Making: Partner with the Insights team to translate member feedback, support ticket analytics, and usage patterns into actionable product initiatives.
Experimentation & Optimization: Work closely with Data Science to design, execute, and analyze A/B tests on search relevance, navigation flows, and AI chat prompts, iterating rapidly based on results.
Cross‑Functional Collaboration: Align CS operations, Design, Engineering, Data Engineering, and external solution providers toward shared goals, fostering a culture of transparent communication.
KPIs & Impact Measurement: Own metrics such as search success rate, self‑service completion, contact volume, and Net Promoter Score (NPS), delivering regular performance dashboards to leadership.
Scalable Tooling Expansion: Identify opportunities to extend product management oversight to additional CS tools (e.g., ticketing platforms, knowledge bases) as business needs evolve.
Cultural Ambassador: Embody arenaflex’s distinct values—freedom and responsibility, curiosity, inclusion—by championing open feedback loops and inclusive decision‑making.
Essential Qualifications
Minimum 7 years of product management experience in consumer‑facing or B2C platforms, with a demonstrable record of delivering measurable improvements to user experience.
Deep familiarity with Customer Service operations and prior ownership of a Help Center, knowledge base, or self‑service portal.
Proven ability to translate complex data sets into clear product hypotheses and roadmaps.
Strong knowledge of A/B testing frameworks, statistical significance, and experiment design.
Excellent written and verbal communication skills; ability to craft compelling presentations, executive briefs, and stakeholder updates.
Demonstrated leadership without formal authority—building influence across engineering, design, data, and operations teams.
Fast learner who thrives in a high‑velocity, global environment and can juggle multiple priorities under pressure.
Preferred Qualifications & Nice‑to‑Have Skills
Experience integrating Generative AI or large‑language‑model (LLM) chat solutions into customer‑facing products.
Background in user research, usability testing, and human‑centered design principles.
Hands‑on familiarity with modern analytics tools (SQL, Looker, Amplitude, Mixpanel) and data visualization.
Exposure to global product rollouts and multilingual user experiences.
Passion for the entertainment industry and a curiosity about emerging media consumption trends.
Core Skills & Competencies
Strategic Thinking: Ability to see the big picture while drilling down into tactical execution.
Customer Empathy: A relentless focus on member pain points and a data‑driven approach to solving them.
Technical Literacy: Comfort discussing APIs, micro‑services, and AI model integration with engineering teams.
Analytical Acumen: Proficiency in turning quantitative insights into qualitative product stories.
Collaboration & Influence: Skilled at aligning diverse stakeholder groups toward a shared vision.
Adaptability: Openness to iterate quickly based on test results and emerging technologies.
Career Growth & Learning Opportunities
arenaflex invests heavily in its people. As a senior product leader, you will have direct exposure to C‑level executives, participate in quarterly strategy workshops, and mentor emerging product talent across the organization. You’ll also gain access to a rich library of internal courses, external conferences (including AI and CX leadership summits), and a generous education stipend for certifications or advanced degrees. Your impact on the Help Center will set the stage for future leadership roles in broader CS technology, AI product strategy, or global product management.
Work Environment & Culture at arenaflex
Our culture blends the freedom to experiment with a responsibility to deliver results. arenaflex operates with a “no‑email‑policy” for most internal communications—favoring real‑time collaboration tools, face‑to‑face (or video) brainstorming sessions, and clear documentation. We celebrate diversity, encourage bold ideas, and reward thoughtful risk‑taking. Employees enjoy flexible remote‑work options, a globally distributed team of innovators, and an inclusive environment where every voice matters.
Compensation, Perks & Benefits
Base Salary Range: $160,000 – $390,000 annually, with the flexibility to allocate a portion toward stock options each year. Your final package is calibrated using market data, experience level, and the specific demands of the role.
Comprehensive Health Coverage: Medical, dental, vision, mental‑health support, and wellness programs.
Retirement Plans: 401(k) with company match, plus discretionary profit‑sharing contributions.
Equity Participation: Stock Option Program aligning personal success with arenaflex’s growth.
Paid Time Off: Flexible time‑off policy for salaried staff; hourly employees accrue 35 days of PTO annually for vacation, holidays, and sick leave.
Family‑Forming Benefits: Parental leave, fertility assistance, and adoption support.
Disability & Life Insurance: Short‑term, long‑term disability, life, and accidental injury coverage.
Learning & Development: Tuition reimbursement, internal training platforms, and a dedicated Learning & Development budget.
Wellness & Community: On‑site fitness classes (where applicable), employee resource groups, and regular town‑hall events celebrating cultural diversity.
How to Apply – Join the arenaflex Journey
If you are ready to shape the next generation of AI‑powered self‑service experiences for millions of entertainment enthusiasts worldwide, we want to hear from you. Please submit your resume, a brief cover letter outlining your vision for a modern Help Center, and any portfolio items or case studies that demonstrate your product leadership.
We are committed to an inclusive hiring process. If you need any accommodation or adjustment during the interview stages, please let your recruiting partner know. arenaflex is an equal‑opportunity employer – we celebrate diversity and strive to build teams that reflect the global audiences we serve.
Take the next step in your career and help arenaflex continue delivering magical moments to viewers everywhere.
Apply Now
Apply Now