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About arenaflex
Welcome to arenaflex – where entertainment meets innovation! With millions of passionate users worldwide, arenaflex has transformed the way people experience entertainment, delivering groundbreaking content directly to screens across the globe. Our commitment to excellence extends beyond just creating exceptional content – it's about ensuring that every single interaction our users have with our platform is seamless, enjoyable, and memorable.
When viewers settle in to enjoy their favorite shows, movies, or games, we want nothing to stand between them and that magical viewing experience. That's where our Customer Support team comes in – and where you could make a tremendous impact. The Customer Support Technology team at arenaflex is responsible for ensuring that the right tools and technologies are in place and functioning optimally to support the operations, growth, and scalability of our customer service business – both today and into the future.
The Opportunity
We're searching for an experienced and dynamic Product Manager, Customer Service to lead and oversee the evolution of improving our members' and support agents' experience with our contact center platform. This is a unique opportunity to shape the future of customer service technology at a company that values innovation, autonomy, and excellence.
In this role, you'll need to have the energy and ability to wear multiple hats, partnering with design, engineering, operations, and data engineering teams as well as third-party solution providers to deliver the tier-one platform experience that enables our Customer Support team to provide exceptional customer experiences while reaching arenaflex Customer Support.
As a Product Manager, you'll be the central player in shaping the future of our contact center platform through the adoption of third-party solutions and helping to create and execute the long-term strategy and prioritized roadmap. Although this is a senior role, as most other PMs at arenaflex, you will be focused on driving a cross-functional team, without direct reports, so you can focus on massively impacting our client and agent experience without managing an organization.
Key Responsibilities
- Provide product management leadership for our contact center platform including new feature adoption, feature enhancements, data pipelines, APIs, and integrations with our internal tools through closely working with our third-party solution providers.
- Assist in defining strategy, capturing requirements, clarifying prioritization, identifying dependencies, mitigating risks and obstacles, communicating, and creating a roadmap.
- Partner 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 and/or consulting firms.
- Understand differences in support expectations in various regions around the world, and design experiences accordingly.
- Expand product management responsibilities to additional tools as business needs present.
- Embody the unique arenaflex culture and represent our values in every interaction and decision you make.
What We're Looking For
Essential Qualifications
- 5+ years of experience in product management for consumer or internal-facing products.
- Proven experience focusing on Customer Support contact centers is a must. You should have a deep understanding of how contact centers operate and what it takes to create exceptional support experiences.
- Experience working with Contact Center Platform, CCaaS, CPaaS, or UCaaS – whether third-party or in-house built – is an absolute must. You need to understand the technical landscape of modern contact center solutions.
- Ability to make tough decisions informed by both data and judgment. Our environment requires someone who can navigate ambiguity and make sound calls under pressure.
- Deep focus on delivering an exceptional client and agent experience. Every decision you make should be filtered through the lens of how it impacts our customers and our support team members.
- Demonstrated track record of executing projects that measurably improved client and agent experiences. We want to see concrete results from your previous work.
Skills & Competencies
- Organizational leadership and influence without authority – You must be able to drive results through others without formal reporting relationships. This means building trust, establishing credibility, and leading through influence.
- Excellent written and verbal communication skills: Great updates and presentations. A critical ability to build trust and create collaborative relationships cross-functionally is essential.
- Ability to move, inspire, and lead engineers and developers. You don't manage them directly, but you need to motivate them and align them around a shared vision.
- Strong analytical capabilities with the ability to derive insights from data and translate them into actionable product strategies.
- Customer empathy and user-centric thinking – You must genuinely care about understanding customer pain points and designing solutions that address real needs.
- Strategic thinking combined with tactical execution – You need to see the big picture while also being hands-on enough to drive day-to-day progress.
Preferred Qualifications
- Experience managing global products is also beneficial. Understanding how to scale solutions across different regions, time zones, and cultural contexts will be valuable.
- Background in entertainment or streaming technology is a plus, though not required.
- Experience with agile methodologies and modern product management tools and frameworks.
- Understanding of data engineering concepts and how they apply to contact center analytics.
Work Environment & Culture at arenaflex
At arenaflex, we believe in hiring the best and then getting out of their way. Our culture is built on trust, autonomy, and radical transparency. We don't micromanage – we expect our team members to take ownership, exercise good judgment, and deliver exceptional results.
This is a part-time remote position, giving you the flexibility to work from home while still being fully integrated into our team and culture. We believe that great work can happen anywhere, and we're committed to providing the tools and resources you need to succeed regardless of your physical location.
You'll be joining a team that values:
- Innovation and experimentation – We're not afraid to try new things and learn from both successes and failures.
- Collaboration and transparency – We share information openly and work together to solve complex problems.
- Customer obsession – Everything we do is focused on creating better experiences for our members.
- Continuous learning and growth – We support your professional development and encourage you to expand your skills.
Compensation & Benefits
We offer competitive compensation and a comprehensive benefits package. For this part-time position, the hourly rate is $26 per hour, reflecting our commitment to fair and transparent pay practices.
Additional benefits include:
- Flexible work arrangements and remote work opportunities
- Professional development resources and learning opportunities
- Collaborative and inclusive team environment
- Exposure to cutting-edge technology and industry-leading practices
- The opportunity to make a significant impact on millions of users worldwide
Location
This position is available in Arkansas, USA as a remote work opportunity. We welcome candidates who are located in this region and can effectively collaborate with our distributed team.
Join Our Team
If you're passionate about customer experience, thrive in ambiguous environments, and want to be part of a company that's changing how the world enjoys entertainment, we want to hear from you!
This is your chance to join arenaflex and help shape the future of customer service technology. You'll work with talented individuals across multiple disciplines, tackle exciting challenges, and make a meaningful impact on both our customers and our support team members.
Ready to take the next step in your career? Apply today and become part of the arenaflex family – where innovation meets entertainment, and exceptional customer experiences are our standard.
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.