Experienced Product Manager, Customer Service - Leading Cross-Functional Teams in Innovative Contact Center Platform Development and Customer Experience Enhancement at arenaflex

Introduction to arenaflex and the Industry At arenaflex, we are passionate about delivering exceptional customer experiences through innovative solutions and cutting-edge technology. With over 200 million individuals worldwide enjoying our services, we strive to ensure that every interaction with our brand is seamless and enjoyable. Our Customer Service (CS) team plays a vital role in achieving this goal, and we are now seeking an experienced Product Manager, Customer Service to lead the development of our contact center platform. About the Role The CS Innovation group at arenaflex is responsible for ensuring that the right CS tools and technologies are in place to support the operation, growth, and scalability of our Customer Care business. As a Product Manager, Customer Service, you will be responsible for leading and managing the development of our contact center platform, collaborating with cross-functional teams, including design, engineering, operations, and data science, as well as third-party solution providers. Key Responsibilities Provide product management services to our contact center platform, including new feature adoption, feature enhancements, data pipelines, APIs, and integrations with our internal tools through close collaboration with our third-party solution providers. Assist in defining the strategy, capture requirements, clarify prioritization, identify dependencies, mitigate risks, and obstacles, communicate, and create a roadmap. Collaborate with every CS functional team to better understand their vision and challenges and deliver the best possible solutions together. Manage integrations and adoption of products, including through close collaboration with our engineering and data scientist teams as well as third-party solution providers or potential consulting firms. Embrace differences in support expectations in various regions around the world and design experiences accordingly. Extend product management responsibility to other tools as business needs arise. Embody the unique arenaflex culture. What We're Looking For We are seeking an experienced Product Manager, Customer Service with a strong background in product management for consumer or internal-facing products. The ideal candidate will have: Essential Qualifications 4+ years of experience in product management for consumers or internal-facing products. Ability to make difficult decisions informed by both data and judgment. Deep focus on delivering an excellent customer and specialist experience. Demonstrated track record of implementing projects that quantifiably improved customer and specialist experiences. Organizational leadership and influence without authority. Excellent written and verbal communication skills: great updates and presentations, ability to build trust and create collaborative relationships cross-functionally is critical. Preferred Qualifications Related experience working with CCaaS, CPaaS, UCaaS, and CRM products, whether third-party or in-house build. Related experience focusing on Customer Support. Experience working on global products is also beneficial. Skills and Competencies To be successful in this role, you will need to possess: Strong product management skills, with the ability to prioritize and manage multiple projects simultaneously. Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams. Strong analytical and problem-solving skills, with the ability to analyze complex data and make informed decisions. Ability to think strategically and creatively, with a focus on delivering innovative solutions that meet customer needs. Strong leadership and influencing skills, with the ability to motivate and inspire teams to achieve exceptional results. Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to the growth and development of our employees. As a Product Manager, Customer Service, you will have access to: Ongoing training and development opportunities to enhance your skills and knowledge. Opportunities to work on high-impact projects that drive business results and customer satisfaction. A collaborative and dynamic work environment that fosters innovation and creativity. A culture that values diversity, equity, and inclusion, and provides opportunities for growth and advancement. Work Environment and Company Culture At arenaflex, we pride ourselves on our unique and dynamic company culture. Our employees enjoy: A flexible and remote work environment that allows for work-life balance and autonomy. A collaborative and open work environment that fosters communication and teamwork. A culture that values innovation, creativity, and experimentation, and provides opportunities for growth and advancement. A comprehensive benefits package that includes competitive salary, health insurance, retirement savings, and more. Compensation, Perks, and Benefits We offer a competitive compensation package, including: A salary range of $25-$35 per hour, depending on experience. A comprehensive benefits package that includes health insurance, retirement savings, and more. Opportunities for professional growth and development, including ongoing training and education. A dynamic and collaborative work environment that fosters innovation and creativity. Conclusion If you are a motivated and experienced Product Manager, Customer Service looking for a new challenge, we encourage you to apply for this exciting opportunity at arenaflex. With our commitment to innovation, customer satisfaction, and employee growth, we offer a unique and dynamic work environment that fosters creativity, collaboration, and success. Apply now to join our team and contribute to the development of our cutting-edge contact center platform. Apply for this job