Senior Product Manager – Customer Service Experience & Strategy (CX Innovation, CRM Integration) at arenaflex

About arenaflex – Pioneering the Future of Entertainment Services

arenaflex is a global leader in streaming entertainment, delivering millions of hours of premium content to audiences worldwide. Our mission is to empower viewers with seamless, personalized experiences that inspire joy and connection. As a technology‑driven company, arenaflex continuously invests in cutting‑edge platforms, data‑centric decision making, and a culture of relentless innovation. We believe that exceptional customer service is not just a department—it is the heart of the brand, shaping how our members perceive and engage with every touchpoint. If you are passionate about turning insights into action, shaping product roadmaps, and championing a world‑class service experience, you have found your next career home at arenaflex.

Why This Role Matters – The Impact of a Product Manager, Customer Service

In today’s hyper‑connected entertainment landscape, the quality of customer service can be the decisive factor between a casual viewer and a lifelong subscriber. As the Product Manager, Customer Service at arenaflex, you will own the end‑to‑end lifecycle of our service experience—from strategy formulation and roadmap alignment to execution and continuous improvement. Your work will directly influence member satisfaction, retention, and brand loyalty, while also driving operational efficiency across our support ecosystem.

Key Responsibilities

• Strategic Planning & Execution: Design, develop, and implement comprehensive customer service strategies that align with arenaflex’s product roadmap and business objectives.
• Customer Experience Ownership: Champion a “member‑first” mindset, ensuring every interaction delivers delight, resolves issues swiftly, and reinforces brand trust.
• Data‑Driven Insight Generation: Leverage analytics, NPS, CSAT, and other key performance indicators to uncover trends, diagnose pain points, and prioritize enhancements.
• Cross‑Functional Collaboration: Partner closely with Engineering, Design, Marketing, Content, and Operations teams to translate service requirements into scalable product features.
• Technology Stewardship: Maintain deep expertise in customer service platforms, CRM systems, AI‑driven chatbots, and emerging support technologies to drive continuous innovation.
• Feedback Loop Management: Establish robust mechanisms for capturing, triaging, and acting on member feedback, ensuring rapid response and transparent communication.
• Process Optimization: Develop, document, and refine SOPs, escalation paths, and quality assurance frameworks to meet and exceed service level agreements.
• Performance Monitoring: Define, track, and report on service metrics such as First Contact Resolution, Average Handle Time, and Agent Utilization, using insights to guide iterative improvements.
• Training & Enablement: Lead the creation of training curricula and knowledge‑base resources for support agents, fostering a culture of excellence and continuous learning.
• Innovation Advocacy: Scout industry best practices, benchmark against competitors, and pilot new tools or processes that elevate the arenaflex service experience.

Essential Qualifications

• Minimum 5 years of product management experience with a dedicated focus on customer service, support operations, or related CX domains.
• Proven track record of delivering measurable improvements in customer satisfaction, retention, or operational efficiency.
• Strong analytical mindset with the ability to interpret complex data sets, generate actionable insights, and communicate findings to both technical and non‑technical stakeholders.
• Hands‑on experience with leading CRM platforms (e.g., Salesforce, Zendesk, Freshdesk) and familiarity with ticketing, knowledge‑base, and omnichannel support tools.
• Exceptional communication and interpersonal skills, capable of influencing cross‑functional teams and presenting strategic recommendations to senior leadership.
• Demonstrated ability to manage multiple priorities in a fast‑paced, high‑growth environment while maintaining a keen eye for detail.
• Experience in Agile product development methodologies, including backlog grooming, sprint planning, and iterative delivery.
• Passion for entertainment, media, or streaming services is a strong plus, reflecting an understanding of the unique expectations of digital‑first consumers.

Preferred Qualifications & Additional Experience

• Advanced degree (MBA, MS in Business Analytics, or related field) or equivalent professional certifications such as Certified Scrum Product Owner (CSPO) or Pragmatic Marketing.
• Background in AI/ML‑enabled support solutions, such as conversational bots, sentiment analysis, or predictive routing.
• Experience scaling customer service operations for a subscription‑based or SaaS business with a global user base.
• Familiarity with regulatory compliance standards relevant to data privacy (GDPR, CCPA) and how they impact support processes.
• Demonstrated success in leading remote or distributed teams, leveraging collaboration tools to maintain alignment across time zones.

Core Skills & Competencies

• Strategic Vision: Ability to see the big picture, anticipate market shifts, and align service initiatives with long‑term business goals.
• Customer Empathy: Deep understanding of member journeys, pain points, and motivations, translating empathy into tangible product improvements.
• Technical Acumen: Comfort navigating APIs, data pipelines, and integration points between support platforms and core product systems.
• Leadership & Influence: Proven capability to inspire, coach, and rally cross‑functional teams around a shared service vision.
• Problem‑Solving: Structured approach to diagnosing complex issues, generating creative solutions, and executing rapid experiments.
• Communication Excellence: Clear, concise, and persuasive storytelling for both internal stakeholders and external partners.
• Project Management: Mastery of project planning tools, risk mitigation strategies, and delivery timelines.
• Data Literacy: Proficiency with analytics platforms (e.g., Tableau, Looker, Power BI) and statistical techniques to drive evidence‑based decisions.

Career Growth & Learning Opportunities at arenaflex

arenaflex invests heavily in the professional development of its people. As a senior product leader, you will have access to:

• Executive mentorship programs pairing you with senior leaders in product, engineering, and operations.
• Continuous learning stipends for certifications, conferences, and industry workshops focused on CX, AI, and product innovation.
• Opportunities to lead high‑visibility, cross‑regional initiatives that shape the future of global entertainment services.
• Rotational assignments that broaden exposure to other product domains, such as content recommendation, personalization, and platform engineering.
• Participation in internal hackathons and innovation labs where you can prototype and test bold ideas.

Work Environment & Culture at arenaflex

Our culture is built on collaboration, curiosity, and inclusion. arenaflex embraces a hybrid work model, offering flexible remote options while maintaining vibrant office hubs for in‑person brainstorming and team building. We celebrate diversity in all its forms and strive to create an environment where every voice is heard, respected, and empowered to contribute. Our core values—Passion, Innovation, Integrity, and Community—guide everything we do, from product decisions to everyday interactions.

Compensation, Perks & Benefits (General Overview)

arenaflex offers a competitive total rewards package designed to attract and retain top talent, including:

• Base salary aligned with market benchmarks for senior product roles, plus performance‑based bonuses.
• Equity participation through stock options or RSUs, allowing you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision coverage for you and your dependents.
• Generous paid time off, parental leave, and flexible holidays to support work‑life harmony.
• Retirement savings plans with company matching contributions.
• Wellness programs, including mental‑health resources, fitness subsidies, and virtual wellness classes.
• Employee assistance programs, tuition reimbursement, and a robust internal mobility platform.
• Access to exclusive entertainment perks, such as early releases, behind‑the‑scenes content, and discounted subscriptions.

Commitment to Diversity, Equity & Inclusion

arenaflex is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or any other legally protected characteristic. Our inclusive hiring practices ensure that every candidate is evaluated on merit, experience, and potential.

Ready to Shape the Future of Customer Service at arenaflex?

If you are a visionary product leader with a passion for delivering extraordinary customer experiences, we want to hear from you. Join arenaflex and help us redefine how millions of members around the world interact with entertainment. Apply today and become a catalyst for service excellence that drives loyalty, growth, and delight.

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