Experienced Full Stack Product Manager – Customer Service Platform Development at arenaflex
At arenaflex, we're revolutionizing the way people experience entertainment, and we're looking for a talented Product Manager to join our Customer Service team. As a Product Manager, Customer Service Platform Development, you'll play a critical role in shaping the future of our contact center platform, ensuring that our customers receive exceptional support and our support agents have the tools they need to succeed.
About arenaflex
arenaflex is a global entertainment company that has captured the hearts of over 200 million members worldwide. We're passionate about creating a world where everyone can enjoy their favorite shows, movies, and games, without interruptions or hassle. Our Customer Service team is dedicated to providing top-notch support to our members, and we're looking for a skilled Product Manager to help us achieve this goal.
The CS Technology Team
The CS Technology team is part of the Customer Service organization at arenaflex, and we're responsible for ensuring that our contact center platform is well-functioning, scalable, and meets the evolving needs of our customers and support agents. We're looking for a Product Manager who can lead and manage innovation in improving our members' and support agents' experience with our contact center platform.
Key Responsibilities
As a Product Manager, Customer Service Platform Development, you'll be responsible for:
* Providing product management leadership for our contact center platform, including new feature adoption, feature enhancements, data pipelines, APIs, and integrations with our internal tools.
* Helping define strategy, capture requirements, clarify prioritization, identify dependencies, mitigate risks and impediments, communicate, and create a roadmap.
* Partnering with each CS functional team to better understand their vision and challenges and deliver the best possible solutions together.
* Managing integrations and adoption of product features through close collaboration with our engineering and data scientist teams as well as third-party solution providers and/or consulting firms.
* Understanding differences in support expectations in different regions around the world and tailoring experience accordingly.
* Expanding product management responsibility to other tools as business needs present.
* Embodying the unique arenaflex culture.
What We're Looking For
We're seeking a highly experienced Product Manager with a passion for delivering exceptional customer and agent experiences. If you have:
* 5+ years of experience in product management for consumer or internal-facing products.
* Prior experience focusing on Customer Service contact centers is a must.
* Prior experience working with Contact Center Platform, CCaaS, CPaaS, or UCaaS whether 3rd party or in-house build is a must.
* Ability to make tough decisions informed by both data and judgment.
* Deep focus on delivering a great customer and agent experience.
* Demonstrated record of executing projects that measurably improved customer and agent experiences.
* Organizational leadership and influence without authority.
* Outstanding written and verbal communication skills: great memos and presentations, an ability to build trust and create collaborative partnerships cross-functionally is extremely important.
* Ability to inspire, motivate, and lead designers and engineers.
* Experience working on global products is also beneficial.
Compensation and Benefits
At arenaflex, we carefully consider a wide range of compensation factors to determine your personal top of market. We rely on market indicators to determine compensation and consider your specific job, skills, and experience to get it right. These considerations can cause your compensation to vary and will also be dependent on your location.
The overall market range for roles in this area of arenaflex is typically $220,000 - $380,000.
This market range is based on total compensation (vs. only base salary), which is in line with our compensation philosophy. arenaflex is a unique culture and environment. Learn more here.
Diversity, Equity, and Inclusion
arenaflex is an equal opportunity employer and celebrates diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. 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 and agent experiences and want to join a dynamic team at arenaflex, please apply to this role. We can't wait to hear from you!
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About arenaflex
arenaflex is a global entertainment company that has captured the hearts of over 200 million members worldwide. We're passionate about creating a world where everyone can enjoy their favorite shows, movies, and games, without interruptions or hassle.
The CS Technology Team
The CS Technology team is part of the Customer Service organization at arenaflex, and we're responsible for ensuring that our contact center platform is well-functioning, scalable, and meets the evolving needs of our customers and support agents.
Key Responsibilities
- Providing product management leadership for our contact center platform, including new feature adoption, feature enhancements, data pipelines, APIs, and integrations with our internal tools.
- Helping define strategy, capture requirements, clarify prioritization, identify dependencies, mitigate risks and impediments, communicate, and create a roadmap.
- Partnering with each CS functional team to better understand their vision and challenges and deliver the best possible solutions together.
- Managing integrations and adoption of product features through close collaboration with our engineering and data scientist teams as well as third-party solution providers and/or consulting firms.
- Understanding differences in support expectations in different regions around the world and tailoring experience accordingly.
- Expanding product management responsibility to other tools as business needs present.
- Embodying the unique arenaflex culture.
What We're Looking For
- 5+ years of experience in product management for consumer or internal-facing products.
- Prior experience focusing on Customer Service contact centers is a must.
- Prior experience working with Contact Center Platform, CCaaS, CPaaS, or UCaaS whether 3rd party or in-house build is a must.
- Ability to make tough decisions informed by both data and judgment.
- Deep focus on delivering a great customer and agent experience.
- Demonstrated record of executing projects that measurably improved customer and agent experiences.
- Organizational leadership and influence without authority.
- Outstanding written and verbal communication skills: great memos and presentations, an ability to build trust and create collaborative partnerships cross-functionally is extremely important.
- Ability to inspire, motivate, and lead designers and engineers.
- Experience working on global products is also beneficial.
Compensation and Benefits
At arenaflex, we carefully consider a wide range of compensation factors to determine your personal top of market. We rely on market indicators to determine compensation and consider your specific job, skills, and experience to get it right. These considerations can cause your compensation to vary and will also be dependent on your location.
Diversity, Equity, and Inclusion
arenaflex is an equal opportunity employer and celebrates diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. 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 and agent experiences and want to join a dynamic team at arenaflex, please apply to this role. We can't wait to hear from you!
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