Experienced Full Stack Product Manager – Customer Service Innovation and Experience

At arenaflex, we're on a mission to revolutionize the way our members interact with our Help Center site, providing an unparalleled customer experience that sets us apart from the rest. As a seasoned Product Manager of Customer Service, you'll be at the forefront of this innovation, leveraging your expertise to integrate cutting-edge technologies and drive business growth. If you're passionate about delivering exceptional customer experiences and have a proven track record of executing projects that measurably enhance customer satisfaction, we want to hear from you.

About arenaflex

arenaflex is one of the world's leading entertainment services, with 283 million paid memberships in over 190 countries enjoying TV series, films, and games across a wide variety of 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 committed to ensuring that nothing gets between our members and their favorite shows, movies, and games. Our Customer Service (CS) organization is dedicated to providing top-notch support to our members, and we're looking for a talented Product Manager to join our team.

Key Responsibilities

As a Product Manager of Customer Service, you'll be responsible for leading and managing innovation to improve our members' experience with our Help Center site. Your primary focus will be on pre-chat experience, and you'll work closely with cross-functional teams to build and execute a visionary roadmap that continuously enhances the Help Center platform. Your key responsibilities will include:

• Owning the end-to-end product management for the arenaflex Help Center site, including chat and GenAI adoption to enhance issue resolution and the overall customer support experience
• Helping define strategy, capturing requirements, clarifying prioritization, identifying dependencies, mitigating risks and impediments, communicating, and creating a roadmap
• Collaborating with the insights team to gather and analyze customer feedback to identify pain points and prioritize impactful features, including self-service options and advanced search capabilities
• Monitoring KPIs like search volume, customer satisfaction, and contact rate to measure and improve Help Center effectiveness
• Collaborating with the data science team to develop and execute A/B tests to optimize elements like search functionality and navigation, analyzing results to drive improvements
• Delivering innovative customer experience solutions through close collaboration with CS, design, engineering, and data engineering and scientist teams as well as third-party solution providers and/or consulting firms
• Expanding product management responsibility to other tools as business needs present

What We’re Looking For

We're seeking an experienced Product Manager with a proven track record of executing projects that measurably enhance customer experiences. Your background should include:

• 7+ years of product management experience in consumer products, with a focus on customer service and global products
• A deep understanding of Customer Service business and prior experience managing a Help Center site
• 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
• Ability to make informed and strategic decisions using both data and judgment, with a focus on delivering exceptional customer experiences
• Demonstrated organizational leadership and influence without relying on hierarchy, inspiring and motivating cross-functional teams
• Outstanding written and verbal communication skills, with the ability to create compelling memos and presentations
• Experience with customer service and global products is a plus, along with a passion for exploring new technologies like GenAI to drive innovation
• Strong understanding of A/B testing methodologies and data analysis techniques to drive product improvements
• Experience with user research and user experience design principles to ensure a customer-centric approach
• Ability to interpret data and translate insights into actionable improvements for the Help Center platform
• Experience with GenAI chat technologies to enhance customer support interactions

Compensation and Benefits

We offer a comprehensive compensation package that includes:

• An annual salary, with a range of $160,000 - $390,000, based on 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, including 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

Work Environment and Culture

arenaflex is a unique culture and environment that values diversity, inclusion, and innovation. We're committed to creating a workplace that's welcoming and inclusive for all employees, regardless of their background, identity, or experience. Our culture is built on a foundation of trust, respect, and open communication, and we're passionate about creating a workplace that's fun, engaging, and fulfilling.

Inclusion and Diversity

We're an equal-opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully, and we're committed to creating a workplace that's inclusive and welcoming for all employees.

How to Apply

If you're passionate about delivering exceptional customer experiences and have a proven track record of executing projects that measurably enhance customer satisfaction, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job