Senior Product Manager – Customer Service Platform & Member Management Innovation at arenaflex

About arenaflex – Pioneering Entertainment Experiences Worldwide

arenaflex is a global leader in entertainment, delivering a seamless blend of television series, feature films, interactive games, and live experiences to more than 278 million paid members across 190 countries. Our members enjoy the freedom to watch, pause, and resume content whenever and wherever they choose, and they can effortlessly switch plans to match their evolving preferences. As a technology‑driven entertainment powerhouse, arenaflex continuously invests in innovative tools and platforms that keep our audience engaged and our operations scalable.

Our Customer Service (CS) organization is the frontline that ensures nothing stands between a member and their favorite show, movie, or game. The CS Technology team, a critical pillar of this organization, builds and maintains the tools that empower support agents to deliver world‑class experiences. We are looking for a visionary product leader who can shape the future of our member management platform, driving both agent efficiency and member satisfaction on a global scale.

Role Overview – Why This Position Matters

As the Senior Product Manager – Customer Service Platform & Member Management Innovation, you will own the end‑to‑end product strategy for arenaflex’s member management enterprise platform. This platform powers the interactions between millions of members and our support agents, handling everything from account updates to service preferences across streaming, gaming, live events, and advertising products. You will partner with design, engineering, data science, operations, insights, and analytics teams, as well as external solution providers, to deliver a best‑in‑class experience that scales with our rapid growth.

This role is senior in scope but follows arenaflex’s “lead without direct reports” philosophy, allowing you to focus on influence, vision, and impact rather than line management. Your success will be measured by the tangible improvements you bring to both member satisfaction scores and agent productivity metrics.

Key Responsibilities

• Product Leadership: Define and champion the vision, roadmap, and execution plan for the member management platform, including feature sets, data pipelines, APIs, and third‑party integrations.
• Strategic Planning: Capture business requirements, prioritize initiatives, identify cross‑team dependencies, mitigate risks, and communicate progress to senior stakeholders.
• Cross‑Functional Collaboration: Work closely with each CS functional team (e.g., Billing, Account Security, Content Access) to understand their unique challenges and co‑create solutions that address regional nuances and service‑specific needs.
• Delivery Management: Lead agile development cycles, coordinating engineering, data science, and external partners to ship high‑impact features on schedule.
• Global Experience Tailoring: Adapt the platform to accommodate differing support expectations across regions, languages, and regulatory environments, ensuring a consistent yet locally relevant experience.
• Tool Expansion: Identify opportunities to extend product management ownership to adjacent CS tools as business demands evolve.
• Cultural Stewardship: Embody arenaflex’s unique culture of freedom, responsibility, and high performance, fostering an environment where bold ideas thrive.

Essential Qualifications

• Minimum 5 years of product management experience delivering consumer‑facing or internal enterprise products.
• Deep understanding of the Customer Service and contact‑center ecosystem, including workflow automation, ticketing systems, and agent tooling.
• Proven track record managing member‑management solutions—whether built in‑house or integrated from third‑party vendors.
• Demonstrated ability to thrive in a fast‑paced, globally distributed environment.
• Exceptional multitasking skills with a history of delivering high‑quality outcomes under pressure.
• Outstanding written and verbal communication: ability to craft clear memos, compelling presentations, and build trust across diverse stakeholder groups.
• Leadership without formal authority—skillful at influencing cross‑functional teams and driving consensus.
• Data‑driven decision‑making combined with strong judgment; comfortable balancing quantitative insights with qualitative intuition.
• Experience inspiring and guiding designers and engineers to achieve ambitious product goals.
• Record of executing projects that measurably improved both customer and agent experiences.

Preferred Qualifications & Additional Strengths

• Experience delivering global, enterprise‑scale platforms that serve multiple product lines (e.g., Streaming, Gaming, Live Experiences, Advertising).
• Familiarity with modern API design, micro‑services architecture, and data‑pipeline orchestration.
• Background in working with third‑party integration partners or consulting firms on large‑scale implementations.
• Knowledge of regulatory compliance considerations for member data across regions (e.g., GDPR, CCPA).
• Passion for continuous learning and staying ahead of emerging trends in customer service technology.

Core Skills & Competencies

• Strategic Vision: Ability to see the big picture, anticipate market shifts, and translate insights into actionable product roadmaps.
• Analytical Acumen: Proficiency with data analysis tools, A/B testing frameworks, and metrics that drive product decisions.
• Customer‑Centric Mindset: Deep empathy for both members and support agents, ensuring every feature adds real value.
• Collaboration & Influence: Strong interpersonal skills to align diverse teams around shared objectives.
• Technical Fluency: Comfortable discussing architecture, APIs, and data flows with engineering and data science partners.
• Adaptability: Ability to pivot quickly as priorities shift in a dynamic, high‑growth environment.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its product leaders. In this role, you will have access to:

• Mentorship from senior executives who have built industry‑defining products.
• Cross‑functional rotation programs that broaden exposure to engineering, analytics, and operations.
• Funding for conferences, certifications, and advanced coursework in product management, AI, and user experience design.
• Opportunities to lead high‑visibility initiatives that directly influence millions of members worldwide.
• A clear pathway to senior leadership roles, such as Director of Product or VP of Customer Experience, based on performance and impact.

Work Environment & Culture at arenaflex

arenaflex’s culture is built on a foundation of freedom, responsibility, and relentless curiosity. We encourage bold thinking, rapid experimentation, and transparent communication. Our teams operate in a highly collaborative, remote‑first environment, with flexible work hours that respect personal rhythms and global time zones. You will join a diverse community where every voice is valued, and where inclusion is not just a policy but a lived experience.

Key cultural pillars include:

• Freedom & Responsibility: You are trusted to make decisions, own outcomes, and shape your own career trajectory.
• High Performance: We set ambitious goals and celebrate measurable achievements.
• Continuous Feedback: Regular, candid feedback loops help you grow and refine your craft.
• Diversity & Inclusion: A vibrant mix of backgrounds, perspectives, and experiences fuels innovation.

Compensation, Perks & Benefits

arenaflex offers a competitive compensation package that aligns with market standards and rewards high performance. The total cash component ranges from $160,000 to $390,000 annually, with flexibility to allocate a portion of your compensation toward salary or equity based on personal preference.

Our comprehensive benefits suite includes:

• Medical, dental, and vision health plans with extensive coverage.
• Mental health resources, including counseling and wellness programs.
• 401(k) retirement plan with generous employer match.
• Equity participation through a stock option program.
• Disability insurance, health savings accounts, and flexible spending accounts.
• Family‑forming benefits, parental leave, and support for caregivers.
• Paid time off: salaried employees enjoy flexible time off, while hourly staff accrue 35 days of vacation, holidays, and sick leave annually.
• Paid leave of absence programs and additional paid holidays.

Commitment to Diversity, Equity & Inclusion

arenaflex is an equal‑opportunity employer. We celebrate diversity of thought, background, and experience, recognizing that inclusive teams drive stronger outcomes. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender identity or expression, age, disability, medical condition, pregnancy, genetic information, marital status, or military service.

Ready to Shape the Future of Customer Service at arenaflex?

If you are a strategic product leader with a passion for delivering exceptional member and agent experiences, we want to hear from you. Join arenaflex and help us build the next generation of customer service platforms that empower millions of members worldwide.

Apply today and become part of a culture that values innovation, impact, and personal growth.

Apply Job!