Experienced Full Stack Product Manager – Customer Service and Member Management Platform Development

At arenaflex, we're on a mission to revolutionize the way our customers interact with our services. As a Product Manager, Customer Service, you'll play a critical role in shaping the future of our member management enterprise platform, ensuring that our customers receive exceptional support and experiences. If you're passionate about delivering world-class customer experiences, have a knack for innovation, and thrive in a fast-paced global environment, we want to hear from you.

About arenaflex

arenaflex is a leading entertainment services company with a global presence, serving over 278 million paid memberships in over 190 countries. Our mission is to provide our customers with unparalleled entertainment experiences, and our Customer Service team is at the forefront of making this happen. We're committed to creating a culture that values diversity, inclusivity, and employee well-being, and we're looking for like-minded individuals to join our team.

The Role

As a Product Manager, Customer Service, you'll be responsible for leading and managing innovation to improve our members' and support agents' experiences 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. Your primary focus will be on shaping the future of our member management enterprise platform, creating and executing the long-term strategy and prioritized roadmap.

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

* Competitive annual salary: $160,000 - $390,000

• Comprehensive benefits package, 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.
• Opportunity to work in a unique culture and environment that values diversity, inclusivity, and employee well-being.
• Equal-opportunity employer, celebrating diversity and recognizing that diversity of thought and background builds stronger teams.

Why Join arenaflex?

* arenaflex is a leader in the entertainment services industry, with a global presence and a commitment to innovation and customer satisfaction.

• Our culture values diversity, inclusivity, and employee well-being, creating a supportive and collaborative work environment.
• We offer comprehensive benefits and competitive compensation, ensuring that our employees are well-supported and rewarded for their hard work.
• arenaflex is an equal-opportunity employer, committed to creating a workplace that values and celebrates diversity.

How to Apply

If you're passionate about delivering world-class customer experiences and have a knack for innovation, we want to hear from you. Apply now to join our team as a Product Manager, Customer Service, and be a part of shaping the future of our member management enterprise platform. Apply Now Apply for this job