Senior Product Manager – Customer Service Platform & Member Management Innovation

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 a diverse library of TV series, films, games, and live experiences. Our members enjoy the freedom to watch, pause, and resume content whenever and wherever they choose, and they can seamlessly switch plans to match their evolving preferences. As a pioneer in streaming technology and interactive entertainment, arenaflex continuously invests in cutting‑edge tools, data‑driven insights, and a culture of relentless innovation.

At the heart of our success is a commitment to delivering an exceptional experience not only to our members but also to the dedicated agents who support them. The Customer Service (CS) organization is the frontline of this mission, ensuring that nothing stands between a member and their favorite show, movie, or game. To sustain rapid growth and maintain world‑class service quality, arenaflex’s CS Technology team builds, scales, and refines the platforms that empower agents to help members quickly and effectively.

The Role – Visionary Product Leadership for Member Management

We are seeking a seasoned Product Manager who will own the strategy, roadmap, and execution of arenaflex’s member management platform. This platform powers the tools agents use to resolve member inquiries, manage subscriptions, and deliver personalized support across streaming, gaming, live experiences, and advertising services. You will partner with design, engineering, data science, operations, insights, and analytics teams, as well as external solution providers, to craft a best‑in‑class enterprise experience that drives both member satisfaction and agent productivity.

While the role is senior in scope, it follows arenaflex’s tradition of influence without direct reports. Your impact will be measured by the quality of the product decisions you make, the clarity of the roadmap you define, and the measurable improvements you deliver for members and agents worldwide.

Key Responsibilities

• Product Vision & Strategy: Define and communicate a long‑term vision for the member management platform, aligning it with arenaflex’s broader CS objectives and global growth plans.
• Roadmap Development: Capture detailed requirements, prioritize features, identify dependencies, and create a transparent, data‑driven roadmap that balances short‑term wins with strategic initiatives.
• Cross‑Functional Collaboration: Work closely with CS functional leads, designers, engineers, data scientists, and third‑party partners to translate business needs into actionable product specifications.
• Feature Delivery: Lead the end‑to‑end development cycle—concept, design, implementation, testing, and launch—ensuring high‑quality releases that meet performance, security, and compliance standards.
• Global Localization: Tailor platform experiences to regional support expectations, accounting for variations in language, regulatory requirements, and service offerings such as Streaming, Games, Live Experiences, and Ads.
• Data & Analytics Integration: Partner with analytics teams to embed robust data pipelines, dashboards, and APIs that empower agents with real‑time insights and enable continuous improvement.
• Risk & Issue Management: Proactively identify risks, mitigate impediments, and communicate status updates to stakeholders, ensuring smooth execution across multiple time zones.
• Expansion & Scalability: Extend product ownership to adjacent CS tools as business needs evolve, championing scalability and reliability for a growing global user base.
• 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 technology environment.
• Demonstrated deep understanding of contact‑center operations, CS workflows, and the nuances of supporting a global member base.
• Hands‑on experience with member management solutions—whether built in‑house or integrated via third‑party vendors.
• Proven ability to thrive in fast‑paced, ambiguous environments and to quickly assimilate new domains and technologies.
• Exceptional multitasking skills, with a track record of managing multiple high‑impact priorities simultaneously.
• Outstanding written and verbal communication abilities, including the creation of clear memos, presentations, and stakeholder briefings.
• Strong influence without formal authority, leveraging data, judgment, and collaborative relationships to drive decisions.
• Experience inspiring and guiding cross‑functional teams of designers, engineers, and analysts toward a shared product vision.
• Quantifiable achievements that demonstrate measurable improvements in both member and agent experiences.

Preferred Qualifications & Additional Strengths

• Experience building or scaling global enterprise platforms that serve diverse regions and regulatory landscapes.
• Background in streaming, gaming, or ad‑tech products, providing insight into the unique challenges of each service line.
• Familiarity with modern API design, micro‑services architecture, and data‑centric product development.
• Track record of partnering with external vendors or consulting firms to deliver integrated solutions.
• Passion for continuous learning, staying current on industry trends, emerging technologies, and best practices in CS automation.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture, anticipate future needs, and align product initiatives with long‑term business goals.
• Customer‑Centric Mindset: Deep empathy for both members and agents, translating insights into product features that reduce friction and increase satisfaction.
• Analytical Rigor: Proficiency with data analysis tools, A/B testing, and metrics‑driven decision making.
• Technical Fluency: Comfortable discussing architecture, APIs, data pipelines, and integration points with engineering teams.
• Leadership & Influence: Ability to rally cross‑functional teams, negotiate trade‑offs, and champion product decisions without direct managerial authority.
• Communication Excellence: Clear, concise, and persuasive storytelling for both technical and non‑technical audiences.
• Adaptability: Resilience in a rapidly evolving environment, with a willingness to iterate, learn, and pivot as needed.

Career Growth & Learning Opportunities at arenaflex

arenaflex invests heavily in the professional development of its people. As a Senior Product Manager, you will have access to:

• Mentorship from senior leaders who have built world‑class platforms at scale.
• Opportunities to attend industry conferences, workshops, and internal hackathons focused on AI, automation, and customer experience.
• Cross‑departmental rotations that broaden your perspective across product, engineering, data science, and operations.
• Leadership development programs that prepare you for future senior management roles, including Director of Product and VP of Customer Experience pathways.
• Regular feedback loops, 360‑degree reviews, and a culture that encourages experimentation and learning from failure.

Work Environment & Culture at arenaflex

arenaflex’s culture is built on a foundation of freedom, responsibility, and high performance. We trust our employees to make bold decisions, act with integrity, and deliver results without micromanagement. Our global teams collaborate across time zones, leveraging flexible work arrangements, remote‑first policies, and inclusive communication practices.

Key cultural pillars include:

• Innovation First: We encourage curiosity, rapid prototyping, and data‑driven experimentation.
• Inclusivity & Diversity: A diverse workforce fuels creativity; we celebrate varied perspectives and ensure every voice is heard.
• Transparency: Open sharing of information, goals, and performance metrics across the organization.
• Work‑Life Harmony: Flexible time‑off policies, generous vacation accruals, and support for personal well‑being.
• Impact Orientation: Every product decision is measured against its effect on member satisfaction and agent efficiency.

Compensation, Perks & Benefits

arenaflex offers a competitive total compensation package that reflects market benchmarks and individual expertise. The base salary range for this role is $160,000 – $390,000, with the flexibility to allocate a portion of your compensation toward stock options or additional salary, based on your personal financial goals.

Our comprehensive benefits suite includes:

• Medical, dental, and vision plans with extensive coverage.
• Mental health resources, including counseling and wellness programs.
• 401(k) retirement plan with company match.
• Stock option program that aligns your success with arenaflex’s growth.
• Disability, life, and serious injury insurance.
• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
• Family‑forming benefits, parental leave, and adoption assistance.
• Generous paid time off—35 days annually for hourly employees and flexible PTO for salaried staff.
• Paid leave of absence programs and paid holidays.

We also provide resources for continuous learning, such as tuition reimbursement, online course subscriptions, and internal knowledge‑sharing platforms.

Commitment to Equality & Inclusion

arenaflex is an equal‑opportunity employer. We celebrate diversity and recognize that a variety of perspectives strengthens our teams. 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.

How to Apply

If you are ready to shape the future of customer service technology at a global entertainment leader, we invite you to submit your application. Join arenaflex and help us deliver unforgettable experiences to millions of members while empowering the agents who make it all possible.

Apply Job!