Experienced Product Manager for Customer Service and Member Management Platform Development – Leading Cross-Functional Teams and Driving Innovation in Enterprise Software Solutions

Introduction to arenaflex arenaflex is one of the world's leading entertainment services, offering a vast array of TV series, films, and games to over 278 million paid memberships across more than 190 countries. Our members enjoy the freedom to play, pause, and resume watching their favorite content anytime, anywhere, with the flexibility to change their plans at any time. At arenaflex, we strive to ensure that nothing comes between our members and their preferred entertainment, and our Customer Service (CS) team plays a vital role in achieving this goal. About the Role The CS Technology team at arenaflex is responsible for developing and maintaining the tools and technologies that support our Customer Service business. We are seeking an experienced Product Manager to lead the innovation and improvement of our member management platform, which is crucial to delivering exceptional customer experiences. As a Product Manager at arenaflex, you will have the opportunity to wear multiple hats, collaborating with cross-functional teams, including design, engineering, operations, insights, and analytics, as well as third-party solution providers. Key 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 for the platform's development and growth. Partner with each CS functional team to understand their vision and challenges and deliver the best possible solutions together, ensuring a seamless customer experience. 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, taking into account nuanced differences among arenaflex's various services and products. Expand product management responsibility to other tools as business needs present, demonstrating adaptability and a willingness to take on new challenges. Embody the unique arenaflex culture, which values innovation, collaboration, and a customer-centric approach. What We're Looking For To be successful in this role, you should have: 5+ years of experience in product management for consumer or internal-facing products, with a deep understanding of Customer Service business and contact center business. Prior experience working with member management products, whether third-party or in-house built, and a proven track record of delivering exceptional customer experiences. A quick learner with the ability to work in a fast-paced global environment, demonstrating exceptional multitasking abilities and the capacity to manage multiple priorities effectively. Outstanding written and verbal communication skills, with the ability to build trust and create collaborative partnerships cross-functionally. Organizational leadership and influence without authority, with the ability to make tough but informed decisions using both data and judgment. A demonstrated record of executing projects that measurably improved customer and agent experiences, with a deep focus on delivering a great customer and agent experience. Experience working on global products and enterprise platforms is beneficial, as is a passion for driving innovation and growth in the entertainment industry. Essential Qualifications In addition to the above requirements, the ideal candidate will possess: A strong understanding of product development methodologies, including Agile and Scrum. Experience with data analysis and interpretation, with the ability to inform product decisions using data-driven insights. Excellent project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously. A strong customer-centric mindset, with a deep understanding of customer needs and preferences. Experience working with cross-functional teams, including design, engineering, and operations. Preferred Qualifications While not essential, the following qualifications are preferred: Experience working in the entertainment industry, with a deep understanding of the trends and challenges facing the sector. Knowledge of cloud-based technologies and platforms, including AWS and Azure. Experience with DevOps practices and tools, including continuous integration and continuous deployment. A strong understanding of cybersecurity principles and practices, with the ability to ensure the security and integrity of customer data. Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to the growth and development of our employees. As a Product Manager, you will have access to a range of training and development opportunities, including: Professional development courses and workshops, focused on product management, leadership, and innovation. Mentorship programs, pairing you with experienced professionals who can provide guidance and support. Opportunities to attend industry conferences and events, staying up-to-date with the latest trends and technologies. A culture of continuous learning, with a focus on experimentation, innovation, and growth. Work Environment and Company Culture arenaflex is a unique and dynamic company, with a culture that values innovation, collaboration, and customer-centricity. Our employees enjoy a range of benefits, including: A flexible and supportive work environment, with a focus on work-life balance. A range of wellness programs, including mental health support, fitness classes, and healthy snacks. A diverse and inclusive workplace, with a commitment to diversity, equity, and inclusion. A range of social events and activities, including team-building exercises, happy hours, and volunteer opportunities. Compensation, Perks, and Benefits arenaflex offers a competitive compensation package, including: A salary range of $160,000 - $390,000, depending on experience and qualifications. A range of benefits, including health plans, mental health support, a 401(k) retirement plan with employer match, and stock option programs. Paid leave of absence programs, including vacation time, holidays, and sick leave. A flexible time-off policy, allowing you to balance work and personal responsibilities. Conclusion If you are a motivated and experienced Product Manager, with a passion for driving innovation and growth in the entertainment industry, we encourage you to apply for this exciting opportunity. At arenaflex, you will have the chance to work with a talented team of professionals, developing and delivering exceptional customer experiences that delight and engage our members. Join us on this exciting journey, and help shape the future of entertainment. Apply for this job