Experienced Product Manager – Customer Service Technology & Contact Center Platform Innovation

Join arenaflex: Shape the Future of Customer Experience at Global Scale

At arenaflex, we believe that extraordinary entertainment experiences should be supported by equally extraordinary customer service. With over 200 million members worldwide placing their trust in arenaflex, our Customer Service (CS) organization stands as the vital bridge between our customers and the content they love. When members reach out for help, whether about a subscription, a technical issue, or a simple question, our CS team is there to deliver seamless, personalized, and effective support. Behind every great customer interaction is a powerful technology platform—and that is where you come in.

arenaflex is searching for a passionate, strategic, and hands-on Product Manager to lead innovation within our Customer Service Technology team. This is a rare opportunity to shape the future of a global contact center platform that empowers tens of thousands of support agents and serves hundreds of millions of members across continents. If you thrive at the intersection of technology, customer obsession, and cross-functional leadership, we want to meet you.

About the Role

As a Product Manager on the Customer Service Technology team, you will own the vision, strategy, and execution roadmap for our contact center platform. You will partner with design, engineering, operations, data science, and third-party solution providers to deliver a best-in-class platform experience that enables our CS team to provide world-class support whenever and wherever members need it.

This is a senior individual contributor role at arenaflex. Like most Product Managers here, you will lead through influence rather than direct management. You will have the autonomy, trust, and responsibility to drive massive impact on both customer and agent experiences without the overhead of managing an organization. You will be expected to wear multiple hats, balance strategic thinking with tactical execution, and serve as the connective tissue across a complex ecosystem of stakeholders.

Key Responsibilities

• Platform Product Leadership: Provide end-to-end product management leadership for the contact center platform, including new feature adoption, feature enhancements, data pipelines, APIs, and integrations with internal tools—working closely with third-party solution providers to deliver excellence at scale.
• Strategy and Roadmap Development: Define and continuously refine the long-term product strategy, capture detailed requirements, clarify prioritization, identify dependencies, mitigate risks and impediments, communicate proactively, and create a clear, actionable roadmap that aligns with business goals.
• Cross-Functional Partnership: Collaborate deeply with each CS functional team to understand their unique vision, workflows, and challenges, then co-create the best possible solutions that balance member needs, agent productivity, and operational efficiency.
• Integration and Adoption Management: Drive the seamless integration and adoption of product features by working in lockstep with engineering, data science, third-party solution providers, and consulting partners to ensure smooth rollouts and high-impact outcomes.
• Global Experience Design: Understand the differences in customer support expectations across regions around the world and tailor the platform experience accordingly—ensuring cultural sensitivity, language support, and regional compliance.
• Expanded Product Scope: As business needs evolve, take on product management responsibility for additional tools and platforms that support the broader Customer Service ecosystem.
• Culture Carrier: Embody and champion the unique arenaflex culture, which values freedom, responsibility, curiosity, candor, and impact above all else.

What We Are Looking For

Essential Qualifications and Experience

• 5+ years of product management experience for consumer-facing or internal-facing products, with a proven track record of delivering impactful solutions.
• Customer Service contact center experience is a must. You understand the unique dynamics, workflows, and challenges of contact center operations at scale.
• Hands-on experience with Contact Center Platform, CCaaS (Contact Center as a Service), CPaaS (Communications Platform as a Service), or UCaaS (Unified Communications as a Service) technologies, whether third-party or in-house built, is required.
• Decision-making excellence: The ability to make tough decisions informed by both quantitative data and qualitative judgment.
• Customer and agent obsession: A deep, demonstrated focus on delivering exceptional experiences for both the end customer and the support agents who serve them.
• Proven execution record: A history of successfully executing projects that measurably improved customer satisfaction, agent productivity, and operational efficiency.
• Leadership without authority: Strong organizational leadership and influence skills—you know how to inspire, align, and drive outcomes without relying on formal reporting lines.
• Outstanding communication: Exceptional written and verbal communication skills, with the ability to craft compelling memos, deliver powerful presentations, build trust, and create collaborative partnerships across cross-functional teams.
• Inspiration and motivation: The ability to inspire, motivate, and lead talented designers, engineers, and operations partners toward shared goals.

Preferred Qualifications

• Experience working on global products and platforms that serve diverse, multi-regional audiences.
• Background in fast-paced, high-growth technology companies where autonomy and impact are core values.
• Familiarity with data pipelines, API design, and modern integration architectures.

Skills and Competencies for Success

To excel in this role at arenaflex, you will need a blend of technical depth, business acumen, and interpersonal mastery:

• Strategic Thinking: Ability to see the big picture while staying grounded in the details that drive execution.
• Technical Fluency: Comfortable discussing architecture, APIs, data flows, and platform capabilities with engineers and third-party vendors.
• Data-Driven Decision Making: Skilled at using metrics, dashboards, and qualitative insights to inform priorities and measure impact.
• Stakeholder Management: Adept at managing diverse stakeholders with competing priorities and aligning them around shared outcomes.
• Adaptability: Thrives in a fast-changing environment where priorities shift and new challenges emerge daily.
• Empathy: Deeply understands the needs of customers, agents, and internal partners—and uses that understanding to design better solutions.
• Resilience and Curiosity: Brings a learning mindset, intellectual curiosity, and the resilience to navigate ambiguity and complexity.

Career Growth and Learning Opportunities

At arenaflex, we invest in the growth and development of every team member. As a Product Manager on the Customer Service Technology team, you will have access to:

• Opportunities to work on products that serve hundreds of millions of users globally.
• Exposure to cutting-edge contact center, communications, and AI-powered support technologies.
• A culture of continuous learning, with access to conferences, workshops, and internal knowledge-sharing sessions.
• Mentorship and collaboration with some of the most talented product, engineering, and design professionals in the industry.
• A clear pathway to expanded scope and influence as the Customer Service organization continues to evolve and grow.

Work Environment and Company Culture at arenaflex

arenaflex is renowned for its unique culture—one built on freedom, responsibility, transparency, and a relentless focus on impact. We hire outstanding, self-directed professionals and trust them to make the best decisions for our members and the business. Our culture values:

• Freedom and Responsibility: We give people the autonomy to do their best work and hold them accountable for results.
• Curiosity and Innovation: We encourage experimentation, bold ideas, and the pursuit of new approaches.
• Collaboration and Candor: We believe the best ideas win, and we communicate openly and honestly across all levels.
• Inclusion and Diversity: We celebrate diversity of thought, background, and experience, recognizing that stronger teams are built when different perspectives come together.
• Impact at Scale: Every product decision we make has the potential to affect hundreds of millions of members worldwide.

This is a fully remote role based in the United States, giving you the flexibility to work from where you are most productive while staying deeply connected to your team and mission.

Compensation and Benefits

At arenaflex, we carefully consider a wide range of compensation factors to determine your personal top-of-market package. We rely on market indicators, your specific skills, experience, and the value you bring to determine compensation. The overall market range for Product Manager roles in this area is typically $220,000 - $380,000 in total compensation (which includes base salary plus other compensation components, in line with our total rewards philosophy).

In addition to a competitive compensation package, arenaflex offers a comprehensive benefits package designed to support your health, well-being, and financial future. We are proud to be an equal opportunity employer and celebrate diversity in all its forms. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

Ready to Make an Impact?

If you are a seasoned product leader with a passion for customer experience, a deep understanding of contact center technologies, and the drive to shape the future of customer service at a global scale, we encourage you to apply. This is your opportunity to join a team that values your expertise, trusts your judgment, and empowers you to make a lasting impact on hundreds of millions of members worldwide.

Bring your vision, your leadership, and your passion to arenaflex—and help us build the next generation of customer service technology. We look forward to meeting you.