Experienced Product Manager, Customer Service – Leading Customer Experience Innovation and Strategy Development for arenaflex

Introduction to arenaflex At arenaflex, we pride ourselves on being a leader in the entertainment industry, providing top-notch services to over 200 million individuals worldwide. Our mission is to ensure that our customers have an uninterrupted and enjoyable experience when watching their favorite shows, movies, and games. To achieve this, we have a dedicated Customer Support (CS) team that is always ready to assist our customers whenever they need help. As part of our CS organization, the CS Innovation group plays a vital role in ensuring that the right CS tools and technologies are in place to support the growth, development, and flexibility of our Customer Care business. About the Job We are seeking an experienced Product Manager to lead and manage the development of our contact center platform, with a focus on improving the experience of our customers and support specialists. As a Product Manager at arenaflex, you will have the opportunity to wear multiple hats, collaborating with design, engineering, operations, and data science teams, as well as third-party solution providers, to deliver a best-in-class platform experience that enables our Customer Care team to provide exceptional customer experiences. Key Responsibilities Provide product management leadership 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. Help define 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 product features through close collaboration with our engineering and data scientist teams, as well as third-party solution providers or 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. Essential Qualifications To be successful in this role, you should have: 3+ years of experience in product management for consumer or internal-facing products. Ability to make tough decisions informed by both data and judgment. Deep focus on delivering an exceptional 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. Ability to inspire, motivate, and lead designers and engineers. Preferred Qualifications While not required, the following qualifications are preferred: Related experience working with CCaaS, CPaaS, UCaaS, and CRM products, whether third-party or in-house build. Related experience focusing on Customer Service. Experience working on global products is also beneficial. Skills and Competencies To excel in this role, you should possess the following skills and competencies: 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. Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to providing our employees with opportunities for growth and development. As a Product Manager, you will have the opportunity to work on complex and challenging projects, collaborate with experienced professionals, and develop your skills and expertise in product management. You will also have access to training and development programs, mentorship, and coaching to help you achieve your career goals. Work Environment and Company Culture At arenaflex, we pride ourselves on our unique and dynamic company culture. We are a collaborative and innovative organization that values creativity, diversity, and inclusion. Our employees are passionate about delivering exceptional customer experiences, and we are committed to providing a work environment that is supportive, flexible, and fun. We offer a range of benefits and perks, including flexible working hours, remote work options, and a comprehensive benefits package. Compensation, Perks, and Benefits We offer a competitive salary of $25 per hour, as well as a range of benefits and perks, including: Comprehensive health insurance. Retirement savings plan. Paid time off and holidays. Flexible working hours and remote work options. Professional development opportunities. Access to the latest technology and tools. Conclusion If you are a motivated and experienced Product Manager looking for a new challenge, we encourage you to apply for this exciting opportunity at arenaflex. As a Product Manager, you will have the opportunity to make a real impact on our customer experience, collaborate with experienced professionals, and develop your skills and expertise in product management. Don't miss out on this chance to join our dynamic and innovative team and contribute to the success of arenaflex. Apply now and take the first step towards an exciting and rewarding career with us! Apply for this job