Experienced Full Stack Product Manager – Customer Service Platform Development at arenaflex

At arenaflex, we're revolutionizing the way people enjoy their favorite entertainment content. With over 278 million paid memberships in over 190 countries, we're committed to delivering an unparalleled experience to our members. As a key player in our Customer Service (CS) organization, the CS Technology team is responsible for ensuring the right tools and technologies are in place to support the operation, growth, and scalability of our Customer Service business. We're now looking for an experienced Product Manager to lead and manage innovation to improve our members' and support agents' experience with our member management platform.

About arenaflex

arenaflex is one of the world's leading entertainment services, offering a wide variety of TV series, films, and games across multiple genres and languages. Our members can play, pause, and resume watching as much as they want, anytime, anywhere, and can change their plans at any time. We're passionate about delivering an exceptional experience to our members, and our Customer Service team is at the forefront of making this happen.

The Role

As a Product Manager on our CS Technology team, you'll be responsible for leading and managing innovation to improve our members' and support agents' experience with our member management 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, to deliver a best-in-class enterprise platform experience that enables our customer service team to provide great customer experience when contacting arenaflex CS.

Responsibilities

* Provide product management leadership for our member management platform, including features, capabilities, data pipelines, APIs, and integrations with third-party solutions.

• Help define strategy, capture requirements, clarify prioritization, identify dependencies, mitigate risks and impediments, communicate, and create a roadmap.
• Partner with each CS functional team to better understand their vision and challenges and deliver the best possible solutions together.
• Manage 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.
• Understand differences in support expectations in different regions around the world and tailor the experience accordingly, including nuanced differences among arenaflex's different services/products, such as Streaming, Games, Live Experiences, Ads, etc.
• Expand product management responsibility to other tools as business needs present.
• Embody the unique arenaflex culture.

What We're Looking For

* 5+ years of experience in product management for consumer or internal-facing products is a must.

• A deep understanding of Customer Service business and contact center business is a must.
• Prior experience working with member management products, whether third-party or in-house build, is a must.
• Quick learner 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 are extremely important.
• 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

* 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.
• A unique culture and environment that values diversity, equity, and inclusion.
• Opportunities for career growth and learning, with a focus on delivering a great customer and agent experience.

Compensation

* Our compensation structure consists solely of an annual salary, with a range of $160,000 - $390,000.

• You choose each year how much of your compensation you want in salary versus stock options.
• We rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range.

Why Join arenaflex?

* arenaflex is a unique culture and environment that values diversity, equity, and inclusion.

• We're passionate about delivering an exceptional experience to our members, and our Customer Service team is at the forefront of making this happen.
• We offer comprehensive benefits, paid leave of absence programs, and opportunities for career growth and learning.
• We're committed to making a positive impact on our members and the world around us.

How to Apply

If you're passionate about delivering a great customer and agent experience, and you're looking for a challenging and rewarding role, we encourage you to apply. Please submit your application through our website, and we'll be in touch to discuss your qualifications further. Apply Now! Apply for this job