Senior Product Manager – Customer Service Platform Innovation & Member Management Experience at arenaflex

About arenaflex – Shaping the Future of Global Entertainment

arenaflex is a world‑leading entertainment platform that connects hundreds of millions of members across more than 190 countries with a constantly expanding library of TV series, feature films, interactive games, and live experiences. Our members enjoy the freedom to watch, pause, and resume content whenever and wherever they choose, and they can seamlessly switch between subscription plans to match their evolving tastes. At arenaflex, we believe that technology should never stand between a member and the story they love. That belief drives every product decision, especially within our Customer Service (CS) organization, where we empower both members and support agents with tools that are reliable, intuitive, and future‑ready.

The Role: Visionary Product Leader for the Member Management Platform

As the Product Manager, Customer Service you will own the strategy, roadmap, and execution of arenaflex’s member management platform—a critical enterprise solution that powers the day‑to‑day operations of our global CS teams. You will partner closely with design, engineering, data science, analytics, operations, and third‑party solution providers to deliver a best‑in‑class experience that enables agents to resolve member inquiries quickly, accurately, and with a personal touch.

This senior‑level position does not include direct reports; instead, you will lead cross‑functional teams through influence, data‑driven decision‑making, and a relentless focus on member and agent satisfaction. Your impact will be felt across every region, language, and product line—whether it’s streaming video, interactive gaming, live events, or ad‑supported experiences.

Key Responsibilities

• Product Leadership: Define and champion the vision for the member management platform, including core features, data pipelines, APIs, and integrations with third‑party solutions.
• Strategic Roadmapping: Capture business requirements, prioritize initiatives, identify dependencies, mitigate risks, and communicate a clear, multi‑year roadmap to stakeholders.
• Cross‑Functional Partnership: Work hand‑in‑hand with each CS functional team (e.g., Voice, Chat, Email, Social) to understand their unique challenges and co‑create solutions that drive measurable improvements.
• Delivery Management: Oversee the end‑to‑end development cycle—collaborating with engineering, data scientists, and external partners to ship high‑quality product increments on schedule.
• Global Localization: Tailor platform experiences to regional support expectations, accounting for cultural nuances, regulatory requirements, and service‑specific differences (Streaming, Games, Live Experiences, Ads, etc.).
• Expansion & Scaling: Identify emerging business needs and extend product ownership to additional CS tools and workflows as the organization grows.
• Cultural Stewardship: Embody arenaflex’s unique culture of freedom, responsibility, and high performance, fostering an environment where bold ideas thrive.

Essential Qualifications

• 5+ years of product management experience delivering consumer‑facing or internal enterprise products.
• Deep understanding of the Customer Service and contact‑center industry, including key metrics such as First Contact Resolution, Average Handle Time, and Net Promoter Score.
• Hands‑on experience with member management solutions—whether built in‑house or integrated from third‑party vendors.
• Proven ability to thrive in a fast‑paced, globally distributed environment, adapting quickly to shifting priorities and emerging market trends.
• Exceptional written and verbal communication skills; ability to craft clear memos, compelling presentations, and persuasive business cases.
• Demonstrated leadership without formal authority—driving consensus across design, engineering, analytics, and operations teams.
• Data‑driven decision‑making combined with strong judgment; comfortable balancing quantitative insights with qualitative feedback.
• Track record of delivering projects that measurably improve both member satisfaction and agent productivity.

Preferred Qualifications & Additional Skills

• Experience building or scaling global enterprise platforms that serve multiple product lines and regions.
• Familiarity with modern API design, micro‑services architecture, and data‑pipeline orchestration.
• Background in working with third‑party integration partners, consulting firms, or SaaS vendors.
• Ability to inspire and motivate cross‑functional teams, championing a user‑centric mindset throughout the product lifecycle.
• Strong analytical mindset—comfortable using SQL, analytics dashboards, and A/B testing frameworks to validate hypotheses.
• Passion for entertainment technology and a genuine curiosity about how members engage with streaming, gaming, and live content.

Core Competencies for Success

• Strategic Vision: Ability to see the big picture while meticulously managing the details that bring a product to life.
• Collaboration & Influence: Skilled at building trust, fostering partnership, and aligning diverse stakeholders around a common goal.
• Customer‑Obsessed Mindset: Deep empathy for both members and CS agents, translating insights into actionable product improvements.
• Technical Fluency: Comfortable discussing architecture, data flows, and integration points with engineers and data scientists.
• Adaptability: Resilience in the face of ambiguity, with a proactive approach to solving complex, evolving problems.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its product leaders. In this role you will:

• Gain exposure to a multi‑billion‑dollar global entertainment business and its most critical customer‑facing operations.
• Work alongside senior leaders in Product, Engineering, and Operations, learning best practices in scaling enterprise platforms.
• Participate in internal mentorship programs, leadership workshops, and cross‑functional hackathons that accelerate skill growth.
• Access a rich library of learning resources—including courses on data analytics, user experience design, and emerging technologies such as AI‑driven support bots.
• Earn the opportunity to expand your product portfolio beyond member management to other high‑impact CS tools as the organization evolves.

Work Environment & Culture at arenaflex

arenaflex’s culture is built on a foundation of freedom and responsibility. Employees are trusted to make bold decisions, experiment rapidly, and own outcomes. The CS Technology team operates in a collaborative, high‑energy environment where ideas are judged on merit, not hierarchy. You will find:

• Flexible work arrangements, including remote‑first options and a results‑oriented schedule.
• A diverse, inclusive community that celebrates different perspectives, backgrounds, and experiences.
• Regular “culture days” where teams share learnings, celebrate wins, and reinforce the company’s core values.
• Open communication channels—town halls, Q&A sessions with senior leadership, and transparent product roadmaps.
• Access to cutting‑edge tools and platforms that enable rapid prototyping, data‑driven experimentation, and continuous delivery.

Compensation, Perks & Benefits

arenaflex offers a competitive total‑cash compensation package that reflects market benchmarks and individual expertise. The salary range for this role is $160,000 – $390,000, with the flexibility to allocate a portion of the package toward stock options based on personal preference.

Our comprehensive benefits suite includes:

• Medical, dental, and vision plans with extensive coverage.
• Mental health resources, including counseling and wellness programs.
• 401(k) retirement plan with generous employer match.
• Stock option program that aligns personal success with company growth.
• Disability, health‑savings, and flexible‑spending accounts.
• Family‑forming benefits, parental leave, and adoption assistance.
• Paid time off—35 days of accrued vacation for hourly employees and unlimited flexible time off for salaried staff.
• Life and serious injury insurance, as well as paid leave of absence programs.

Commitment to Diversity, Equity & Inclusion

arenaflex is an equal‑opportunity employer. We recognize that diverse teams drive better outcomes, and we are dedicated to fostering an environment where every voice is heard. Our hiring practices, promotion pathways, and workplace policies are designed to eliminate bias and support individuals of all backgrounds, identities, and experiences.

Why Join arenaflex?

If you are passionate about building products that directly impact millions of people worldwide, thrive in a fast‑moving, data‑rich environment, and want to shape the future of entertainment‑driven customer service, this is the role for you. At arenaflex, you will have the autonomy to innovate, the resources to execute, and the support of a culture that celebrates curiosity and boldness.

Ready to make a lasting impact on how members experience their favorite shows, games, and live events? Apply today and become a catalyst for exceptional member and agent experiences at arenaflex.

How to Apply

Click the link below to submit your application. We look forward to reviewing your credentials and learning how your vision aligns with arenaflex’s mission.

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