Senior Product Manager – Customer Service Platform & Member Management Innovation 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 the stories, games, and experiences they love. From binge‑worthy series to immersive gaming adventures, arenaflex delivers a seamless, on‑demand experience that adapts to every device, language, and lifestyle. Our mission is simple: remove every barrier between a member and the content they crave, and empower the people who support them to do so with confidence, speed, and empathy.

At the heart of this mission is a relentless focus on customer service excellence. Our Customer Service (CS) organization is the frontline that turns moments of frustration into moments of delight. To keep that frontline operating at peak performance, arenaflex has built a dedicated CS Technology team that designs, implements, and continuously refines the tools, platforms, and data pipelines that power every interaction.

Role Overview – Product Manager, Customer Service Platform

We are looking for a visionary product leader who will own the end‑to‑end strategy, roadmap, and delivery of arenaflex’s member management platform. This platform is the backbone that enables support agents to access member data, resolve issues, and deliver a world‑class experience across streaming, gaming, live events, advertising, and emerging services. As the Product Manager, you will partner with design, engineering, analytics, operations, and third‑party solution providers to create a unified, scalable, and data‑driven platform that serves both members and agents worldwide.

This is a senior, high‑impact role that does not require direct reports. Instead, you will lead cross‑functional teams through influence, insight, and a clear vision. Your success will be measured by the tangible improvements you drive in agent productivity, member satisfaction, and operational efficiency.

Key Responsibilities

• Strategic Leadership: Define and communicate a long‑term product vision for the member management platform, aligning it with arenaflex’s broader entertainment and service goals.
• Roadmap Development: Capture business requirements, prioritize features, identify dependencies, and construct a transparent, data‑backed roadmap that balances short‑term wins with long‑term innovation.
• Cross‑Functional Collaboration: Work closely with CS functional leads, design teams, engineering, data science, and external partners to translate strategic goals into actionable product specifications.
• Feature Delivery: Oversee the full product lifecycle—from concept through design, development, testing, and launch—ensuring timely delivery of high‑quality features and integrations.
• Global Adaptation: Tailor platform experiences to regional support expectations, accounting for cultural nuances, regulatory requirements, and service‑specific differences (e.g., streaming vs. gaming).
• Data & API Management: Champion robust data pipelines, secure APIs, and seamless third‑party integrations that enable real‑time insights and automation for CS agents.
• Continuous Improvement: Use analytics, member feedback, and agent insights to iterate on the platform, driving measurable improvements in key performance indicators such as First Contact Resolution, Average Handle Time, and Net Promoter Score.
• Expansion & Scalability: Identify emerging business needs and extend product ownership to additional CS tools and technologies as the organization evolves.
• 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, preferably within a high‑growth, global technology environment.
• Deep understanding of contact‑center operations, CS workflows, and the challenges of supporting millions of members across diverse regions.
• Proven track record of building or managing member management platforms—whether proprietary or integrated with third‑party solutions.
• Exceptional ability to synthesize complex data, market trends, and stakeholder input into clear, actionable product decisions.
• Outstanding written and verbal communication skills, with a talent for crafting concise memos, compelling presentations, and persuasive stakeholder narratives.
• Demonstrated leadership without formal authority—able to inspire, influence, and align cross‑functional teams toward a common goal.
• Strong analytical mindset: comfortable making data‑driven decisions while also applying sound judgment in ambiguous situations.
• Experience delivering global, enterprise‑scale platforms that must operate reliably across multiple time zones and regulatory landscapes.

Preferred Qualifications & Additional Skills

• Experience with modern API design, micro‑services architecture, and cloud‑native development practices.
• Background in building data pipelines, real‑time analytics dashboards, or machine‑learning‑enabled decision tools for CS environments.
• Familiarity with third‑party contact‑center solutions such as Salesforce Service Cloud, Zendesk, or similar platforms.
• Track record of launching features that directly improve key CS metrics (e.g., reduced churn, higher CSAT, lower support costs).
• Ability to thrive in a fast‑paced, globally distributed team, managing competing priorities across continents.
• Passion for entertainment, gaming, or streaming industries, with an understanding of the unique member expectations in each vertical.

What You’ll Gain – Career Growth & Learning Opportunities

At arenaflex, product leaders are given the autonomy to shape the future of a multi‑billion‑dollar business. You will:

• Work directly with senior leadership, influencing strategic decisions that affect millions of members worldwide.
• Gain exposure to cutting‑edge technologies, including AI‑driven support tools, real‑time data streaming, and large‑scale cloud infrastructure.
• Develop deep expertise in global CS operations, a skill set that is highly transferable across industries.
• Participate in continuous learning programs, mentorship circles, and internal hackathons that encourage innovation.
• Earn a reputation as a change‑agent who delivers measurable impact on both member satisfaction and operational efficiency.

Work Environment & Culture at arenaflex

arenaflex champions a culture of freedom and responsibility. Our teams are empowered to take bold risks, experiment rapidly, and own the outcomes of their decisions. The CS Technology organization embodies this ethos by encouraging:

• Transparency: Open communication channels, public roadmaps, and data‑driven decision making.
• Collaboration: Cross‑functional squads that co‑create solutions, breaking down silos between design, engineering, and operations.
• Innovation: Dedicated time for exploratory projects, prototype development, and learning new technologies.
• Inclusion: A diverse workforce where varied perspectives are celebrated and every voice is heard.
• Flexibility: Remote‑first work options, flexible hours, and a results‑oriented approach to productivity.

Compensation, Perks & Benefits

arenaflex offers a competitive compensation package that reflects the seniority and impact of this role. While the core structure is an annual salary, you have the flexibility to allocate a portion of your total compensation to stock options, aligning your success with the company’s long‑term growth.

Typical salary ranges for this position fall between $160,000 and $390,000, calibrated based on market data, experience, and skill set.

Our comprehensive benefits program includes:

• Medical, dental, and vision plans with extensive coverage.
• Mental health resources, counseling services, and wellness programs.
• 401(k) retirement plan with generous employer match.
• Equity participation through a robust stock option program.
• Disability insurance, health savings accounts (HSA), and flexible spending accounts (FSA).
• Family‑forming benefits, parental leave, and adoption assistance.
• Paid time off: salaried employees enjoy flexible PTO, while hourly staff accrue 35 days of vacation, holidays, and sick leave annually.
• Professional development budget, tuition reimbursement, and access to internal learning platforms.
• Employee resource groups, diversity & inclusion initiatives, and community volunteer opportunities.

Commitment to Diversity & Inclusion

arenaflex believes that diverse teams drive better outcomes. We are an equal‑opportunity employer and actively celebrate differences in thought, background, and experience. Discrimination of any kind—based on race, religion, gender identity, sexual orientation, age, disability, or any other protected characteristic—is strictly prohibited. Our inclusive hiring practices ensure that every candidate is evaluated on merit and potential.

How to Apply

If you are ready to shape the future of global customer service technology and make a lasting impact on millions of members, we want to hear from you. Join arenaflex and help us build the platform that powers the next generation of entertainment experiences.

Apply Job!