Join arenaflex and Shape the Future of Customer Service
More than 200 million people worldwide trust and love arenaflex for their entertainment needs. When they settle in to watch their favorite shows, movies, and games, we want to ensure nothing comes between them and those moments of joy. arenaflex Customer Support (CS) is here to help our members whenever they need assistance, and we're looking for an exceptional leader to help us deliver world-class support experiences.
The CS Technology team is an integral part of the Customer Support organization at arenaflex. We are responsible for ensuring that the right customer service tools and technologies are in place and functioning optimally to support the operations, growth, and scalability of our customer support business both today and into the future. We are currently seeking an experienced and passionate Senior Product Manager to lead and drive innovation in improving our contact center platform experience for both our members and our support specialists.
This is a unique opportunity to make a significant impact on how millions of customers interact with arenaflex every single day. You'll be at the forefront of transforming our customer service technology stack, working with cutting-edge solutions and collaborating with talented teams across the organization.
What You'll Do
As a Product Manager for our Contact Center Platform, you'll need to have the enthusiasm and ability to wear multiple hats, collaborating with design, engineering, operations, and data engineering teams as well as third-party solution providers to deliver the top-tier platform experience that enables our Customer Support team to provide exceptional customer experiences.
In this role, you'll be a key player in shaping the future of our contact center platform through the adoption of innovative third-party solutions and helping to create and execute the long-term strategic roadmap. Although this is a senior role, as with most other PMs at arenaflex, you will be focused on driving a cross-functional team without direct reports, so you can concentrate on having a massive impact on our customer and specialist experience without managing an organization.
Key Responsibilities
- 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 working relationships with our third-party solution providers
- Assist in defining the strategy, gathering requirements, clarifying prioritization, identifying dependencies, mitigating risks and obstacles, communicating, and creating a comprehensive roadmap
- Collaborate with every CS functional team to better understand their vision and challenges and deliver optimal solutions together
- Manage the integration and adoption of products including through close collaboration with our engineering and data scientist teams as well as third-party solution providers or potential consulting firms
- Understand differences in support expectations across different regions around the globe and tailor the experience accordingly
- Extend product management responsibility to additional tools as business needs evolve
- Champion and embody the unique arenaflex culture in everything you do
- Drive the vision and strategy for next-generation contact center capabilities
- Lead vendor evaluations, negotiations, and ongoing relationship management
- Analyze customer and agent feedback to identify pain points and opportunities for improvement
- Create business cases and ROI analysis for new initiatives
What We're Looking For
We're seeking a talented individual who combines strategic thinking with hands-on execution skills. The ideal candidate will be passionate about customer experience and have a proven track record of delivering technology solutions that make a real difference.
Essential Qualifications
- 4+ years of experience in product management for consumer-facing or internally-facing products
- Ability to make tough decisions informed by both data and judgment
- Deep focus on delivering excellent customer and agent experiences
- Demonstrated track record of executing projects that measurably improved customer and agent experiences
- Organizational leadership and influence without authority
- Excellent written and verbal communication skills: exceptional updates and presentations, an ability to build trust and create collaborative networks cross-functionally is critical
- Ability to move, inspire, and lead developers and engineers
- Related experience working with CCaaS, CPaaS, UCaaS, and CRM products whether third-party or in-house built
- Related experience focusing on Customer Support
- Experience working on global products is also beneficial
Preferred Qualifications
- Experience with workforce management and optimization tools
- Background in SaaS product management
- Understanding of analytics and reporting in contact center environments
- Familiarity with agile methodologies and modern product management frameworks
- Experience working with remote or distributed teams
- Knowledge of emerging contact center technologies including AI-powered solutions
Skills and Competencies
To succeed in this role at arenaflex, you'll need to demonstrate the following core competencies:
- Strategic Vision: The ability to see the big picture and articulate a compelling long-term roadmap that aligns with business objectives
- Data-Driven Decision Making: Strong analytical skills with the ability to interpret complex data sets and draw actionable insights
- Cross-Functional Collaboration: Excellent stakeholder management and the ability to work effectively with diverse teams
- Customer Centricity: A deep commitment to understanding and improving the customer experience
- Technical Fluency: Comfort working with engineering teams and understanding technical constraints and possibilities
- Communication Excellence: Strong presentation skills with the ability to communicate complex ideas clearly to various audiences
- Adaptability: The ability to thrive in a fast-paced, ever-changing environment
Career Growth and Learning Opportunities
At arenaflex, we believe in investing in our people and their professional development. This role offers exceptional opportunities for career growth and skill development:
- Work with cutting-edge contact center technology and influence the future of customer service
- Collaborate with world-class engineering and design teams
- Gain expertise in enterprise SaaS, CCaaS, and customer experience technologies
- Develop a deep understanding of global customer support operations
- Build relationships with industry-leading technology vendors
- Opportunity to lead high-impact initiatives that affect millions of customers
- Access to arenaflex's extensive learning resources and professional development programs
- Career progression opportunities into senior leadership roles within the product organization
Work Environment and Culture
At arenaflex, we pride ourselves on our unique culture that emphasizes freedom and responsibility. We believe in hiring the best and getting out of their way. Our culture is built on trust, transparency, and a commitment to excellence.
You'll be joining a team that values innovation, collaboration, and customer obsession. We work hard to maintain an environment where everyone can do their best work and make a meaningful impact. While we operate with the speed and agility of a startup, we have the resources and scale of an industry leader.
This position is based in Hartford, USA, but we embrace flexible work arrangements. We believe in results-oriented work rather than rigid schedules, and we trust our team members to manage their time effectively.
Compensation and Benefits
We offer competitive compensation and a comprehensive benefits package including:
- Annual salary range: $25-$35 per hour (commensurate with experience)
- Health, dental, and vision insurance
- 401(k) retirement plan with company match
- Unlimited PTO policy
- Parental leave
- Professional development budget
- Stock options
- Wellness programs
- Work-from-home flexibility
Join Our Team
If you're passionate about customer experience and want to work with a team that's transforming how technology enables world-class support, we'd love to hear from you. At arenaflex, you'll have the opportunity to make a real difference in the lives of millions of customers while growing your career alongside talented colleagues.
We're looking for someone who shares our commitment to excellence and is excited about the challenge of building the future of customer service technology. If that's you, apply today and let's create something amazing together.
arenaflex is an equal opportunity employer. We consider qualified applicants without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or other protected characteristics.