Senior Product Manager – Customer Service Platform & Experience Innovation (Remote – Florida, USA) – Lead Cross‑Functional Strategy for arenaflex

About arenaflex

arenaflex is a global leader in entertainment streaming, delivering millions of hours of premium content to audiences worldwide. With a relentless focus on innovation, arenaflex continuously pushes the boundaries of technology to ensure that every subscriber enjoys a seamless, personalized experience. Our Customer Service organization is the front‑line guardian of that promise, providing fast, friendly, and effective support to users across the globe. As part of arenaflex’s commitment to excellence, we are expanding our product team to build the next generation of customer‑service platforms that empower agents, delight members, and drive operational efficiency.

Why This Role Matters

In today’s hyper‑connected world, a flawless support experience is as critical as the content itself. The Senior Product Manager you will become is the strategic architect behind arenaflex’s contact‑center ecosystem. You will shape the roadmap, define the vision, and orchestrate the delivery of features that enable our support agents to resolve issues quickly, reduce friction for members, and ultimately protect arenaflex’s brand reputation. This is a high‑impact, senior‑level position that operates without direct reports, allowing you to focus on influencing cross‑functional teams, driving product excellence, and delivering measurable business outcomes.

Key Responsibilities

• Product Vision & Strategy: Define and communicate a clear, long‑term product strategy for arenaflex’s customer‑service platform, including new feature adoption, data pipelines, APIs, and integration with internal tools.
• Roadmap Management: Own the product roadmap, prioritize initiatives based on data‑driven insights, business impact, and stakeholder input, and ensure alignment with arenaflex’s broader objectives.
• Cross‑Functional Collaboration: Partner closely with engineering, design, data science, operations, and external vendor teams to deliver high‑quality solutions that meet both agent and member needs.
• Requirement Gathering & Definition: Lead discovery workshops, capture detailed requirements, translate them into clear user stories, and maintain a well‑groomed backlog.
• Risk & Issue Management: Identify potential risks, develop mitigation plans, and communicate status updates to senior leadership.
• Integration Oversight: Manage the integration of third‑party solutions (e.g., CCaaS, CPaaS, UCaaS, CRM platforms) and ensure seamless data flow across arenaflex’s ecosystem.
• Global Localization: Analyze regional support variations, adapt product features to meet local compliance and cultural expectations, and drive consistent experiences worldwide.
• Performance Measurement: Define key performance indicators (KPIs), track product success, and iterate based on quantitative and qualitative feedback.
• Culture Champion: Embody arenaflex’s unique culture of freedom, responsibility, and innovation, fostering an environment where ideas thrive.

Essential Qualifications

• Minimum 3 years of product management experience focused on customer‑facing or internal support tools.
• Demonstrated ability to make data‑informed decisions, balancing quantitative metrics with qualitative insights.
• Proven track record of delivering projects that measurably improve customer and agent experiences.
• Strong written and verbal communication skills, with the ability to influence and build trust across technical and non‑technical stakeholders.
• Experience working with CCaaS, CPaaS, UCaaS, or CRM solutions—whether vendor‑based or built in‑house.
• Deep understanding of the customer‑service domain, including common pain points, workflow optimization, and best‑in‑class support practices.
• Ability to thrive in a fast‑paced, remote environment while maintaining a high level of collaboration and accountability.

Preferred Qualifications & Skills

• Bachelor’s degree in Business, Computer Science, Engineering, or a related field.
• Experience leading global product initiatives, navigating regulatory differences, and adapting solutions for multiple markets.
• Familiarity with agile methodologies, product discovery frameworks, and modern product development tools (e.g., JIRA, Confluence, Aha!).
• Technical fluency sufficient to engage deeply with engineering teams on architecture, APIs, and data pipelines.
• Demonstrated leadership without formal authority—driving consensus and execution across matrixed teams.
• Passion for entertainment technology and a genuine curiosity about how streaming services shape consumer behavior.

Core Competencies for Success

• Strategic Thinking: Ability to see the big picture, anticipate market trends, and align product initiatives with arenaflex’s long‑term goals.
• Customer‑Centric Mindset: Deep empathy for both members and support agents, translating insights into actionable product improvements.
• Analytical Rigor: Proficiency in data analysis, A/B testing, and interpreting metrics to drive product decisions.
• Collaboration & Influence: Strong interpersonal skills to rally cross‑functional teams around a shared vision.
• Adaptability: Comfort navigating ambiguity, shifting priorities, and evolving requirements in a dynamic environment.
• Communication Excellence: Clear, concise storytelling that conveys complex concepts to diverse audiences.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its employees. As a Senior Product Manager, you will have access to:

• Mentorship from senior leaders in product, engineering, and design.
• Continuous learning programs, including workshops on advanced analytics, user research, and emerging technologies.
• Opportunities to lead high‑visibility, cross‑regional initiatives that shape the future of arenaflex’s support ecosystem.
• Potential pathways to senior leadership roles such as Director of Product, VP of Customer Experience, or Head of Global Support Operations.

Work Environment & Culture at arenaflex

Our remote‑first philosophy empowers you to work from anywhere in Florida while staying closely connected to a vibrant, global team. arenaflex’s culture is built on four pillars:

• Freedom & Responsibility: You are trusted to make decisions, own outcomes, and innovate without micromanagement.
• Inclusivity & Belonging: Diverse perspectives are celebrated, and every voice matters in shaping our products.
• Continuous Improvement: We iterate quickly, learn from data, and celebrate both successes and failures as learning opportunities.
• Passion for Entertainment: A shared love for storytelling drives our commitment to delivering unforgettable experiences.

Compensation, Perks & Benefits

arenaflex offers a competitive compensation package that reflects the value you bring:

• Hourly rate of $27 per hour (full‑time, 8‑hour workday).
• Comprehensive health, dental, and vision coverage.
• Generous paid time off, holidays, and flexible scheduling.
• Retirement savings plans with company matching contributions.
• Remote‑work stipend for home office setup, high‑speed internet, and ergonomic equipment.
• Professional development budget for courses, certifications, and conferences.
• Employee assistance programs, wellness resources, and mental‑health support.
• Access to arenaflex’s entertainment library for personal enjoyment.

How to Apply

If you are ready to shape the future of customer service at a world‑class streaming leader, we want to hear from you. Submit your resume and a brief cover letter outlining your most impactful product achievements and why you are excited to join arenaflex.

Apply Now

Join arenaflex and Make an Impact

At arenaflex, your work directly influences the happiness of millions of members and the efficiency of thousands of support agents. By joining our product team, you will help create a frictionless, delightful experience that keeps viewers coming back for more. Embrace the challenge, bring your vision, and grow with a company that values innovation, collaboration, and the power of great storytelling.