At arenaflex, we're revolutionizing the way people enjoy entertainment, and we're looking for a talented Product Manager to join our Customer Service team. As a leading entertainment services provider with 278 million paid memberships in over 190 countries, we're committed to delivering exceptional customer experiences that exceed our members' expectations. Our Customer Service team is dedicated to ensuring that nothing gets between our members and their favorite shows, movies, and games.
**The Role**
We're seeking an experienced Product Manager to lead and manage innovation in our member management platform, driving improvements to our members' and support agents' experiences. As a key player in shaping the future of our enterprise platform, you'll partner with design, engineering, operations, insights, and analytics teams across the Product and Customer Service organization, as well as third-party solution providers. Your passion for delivering exceptional customer experiences and your ability to wear multiple hats will be essential in driving success in this role.
**Responsibilities**
As a Product Manager on our Customer Service team, you'll be responsible for:
* Providing product management leadership for our member management platform, including features, capabilities, data pipelines, APIs, and integrations with third-party solutions.
* Helping define strategy, capturing requirements, clarifying prioritization, identifying dependencies, mitigating risks and impediments, communicating, and creating a roadmap.
* Partnering with each CS functional team to better understand their vision and challenges and deliver the best possible solutions together.
* Managing the development and delivery of product features through close collaboration with our engineering and data scientist teams, as well as third-party solution partners and/or consulting firms.
* Understanding differences in support expectations in different regions around the world and tailoring the experience accordingly, including nuanced differences among arenaflex's different services/products, such as Streaming, Games, Live Experiences, Ads, etc.
* Expanding product management responsibility to other tools as business needs present.
* Embodying the unique arenaflex culture.
**What We're Looking For**
To succeed in this role, you'll need:
* 5+ years of experience in product management for consumer or internal-facing products.
* A deep understanding of Customer Service business and contact center business.
* Prior experience working with member management products, whether third-party or in-house build.
* Quick learning and the ability to work in a fast-paced global environment.
* Exceptional multitasking abilities who thrive in high-pressure environments and can effectively manage multiple priorities.
* Outstanding written and verbal communication skills: great memos and presentations, and an ability to build trust and create collaborative partnerships cross-functionally.
* Organizational leadership and influence without authority.
* Ability to make tough but informed decisions with both data and judgment.
* Ability to inspire, motivate, and lead designers and engineers.
* Demonstrated record of executing projects that measurably improved customer and agent experiences.
* Deep focus on delivering a great customer and agent experience.
* Experience working on global products and enterprise platforms is also beneficial.
**What We Offer**
At arenaflex, we're committed to providing a comprehensive compensation package that includes:
* An annual salary, with the option to choose how much of your compensation you want in salary versus stock options.
* A compensation range of $160,000 - $390,000, determined by market indicators and your specific job family, background, skills, and experience.
* Comprehensive benefits, including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits.
* Paid leave of absence programs, with full-time hourly employees accruing 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off.
* Flexible time off for full-time salaried employees.
**Our Culture**
At arenaflex, we're proud of our unique culture and environment, which values diversity, inclusivity, and collaboration. We're an equal-opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully, and we do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.
**How to Apply**
If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, we encourage you to apply. Please submit your application through our website, and we'll review your qualifications and experience. We look forward to hearing from you!
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