Product Manager – Senior Customer Service Platform Leader for Member Management Innovation and Global Experience Optimization

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 an ever‑expanding library of TV series, films, interactive games, live experiences, and advertising‑supported content. Our mission is to empower every member to discover, play, pause, and resume the stories they love—anytime, anywhere, on any device. With a relentless focus on technology, creativity, and customer delight, arenaflex has become a cultural touchstone that defines how people experience entertainment in the digital age.

At the heart of this global phenomenon is a dedicated Customer Service organization that ensures members receive seamless support whenever they need it. The CS Technology team, a critical pillar of the CS organization, builds and maintains the tools, platforms, and data pipelines that enable our support agents to deliver world‑class experiences. As we continue to scale, innovate, and personalize our services, we are looking for a visionary Product Manager to lead the evolution of our member management platform.

The Role – Why This Position Matters

As the Senior Product Manager for the Customer Service Platform, you will own the strategy, roadmap, and execution of the member management enterprise solution that powers every interaction between arenaflex members and our support agents. You will partner with design, engineering, data science, operations, insights, and analytics teams—as well as external solution providers—to craft an intuitive, reliable, and future‑ready platform that drives exceptional experiences for both members and agents worldwide.

This is a senior, influence‑based role without direct reports, allowing you to focus on high‑impact product leadership, cross‑functional collaboration, and strategic decision‑making. Your work will directly affect how millions of members receive help, how agents resolve issues efficiently, and how arenaflex continues to set the benchmark for customer service excellence.

Key Responsibilities

• Product Vision & Strategy: Define and communicate a clear, long‑term vision for the member management platform, aligning it with arenaflex’s broader entertainment and customer service objectives.
• Roadmap Development: Prioritize features, capabilities, data pipelines, APIs, and third‑party integrations; create and maintain a transparent product roadmap that balances short‑term wins with long‑term innovation.
• Cross‑Functional Collaboration: Partner with CS functional leads (e.g., Voice, Chat, Email, Social), design, engineering, data science, and analytics teams to gather requirements, validate concepts, and ensure seamless delivery.
• Third‑Party Management: Lead relationships with external solution providers and consulting firms, overseeing integration, performance monitoring, and continuous improvement.
• Global Experience Tailoring: Understand regional support nuances, regulatory considerations, and service‑specific differences (Streaming, Games, Live Experiences, Ads) to customize the platform for diverse markets.
• Data‑Driven Decision Making: Leverage analytics, A/B testing, and user research to inform product decisions, measure impact, and iterate rapidly.
• Risk & Dependency Management: Identify potential risks, dependencies, and impediments early; develop mitigation strategies and maintain clear communication with stakeholders.
• Advocacy & Influence: Champion the platform internally, building trust and consensus across teams without formal authority, and inspire designers and engineers to achieve ambitious goals.
• Continuous Improvement: Expand product ownership to adjacent tools and services as business needs evolve, ensuring the CS technology stack remains cutting‑edge.
• 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‑driven environment.
• Deep understanding of contact‑center operations, customer service workflows, and the metrics that drive agent productivity and member satisfaction.
• Proven track record of managing member management or identity platforms—whether built in‑house or integrated via third‑party solutions.
• Exceptional ability to learn quickly, adapt to fast‑paced global contexts, and navigate complex, ambiguous problems.
• Outstanding written and verbal communication skills, with a talent for crafting clear memos, compelling presentations, and persuasive stakeholder narratives.
• Demonstrated leadership influence without direct authority, capable of aligning diverse teams around a common vision.
• Strong analytical mindset: comfortable making data‑informed decisions while also applying sound judgment when data is incomplete.
• Experience inspiring and guiding cross‑functional teams of designers, engineers, and data scientists to deliver high‑impact features.
• Track record of delivering measurable improvements to both customer and agent experiences, such as reduced resolution times, higher satisfaction scores, or increased agent efficiency.

Preferred Qualifications & Additional Skills

• Experience building global, multi‑regional enterprise platforms that must comply with varied regulatory environments.
• Familiarity with modern API design, micro‑services architecture, and cloud‑native deployment models.
• Background in data engineering or analytics, enabling you to define robust data pipelines and leverage insights for product optimization.
• Knowledge of emerging technologies in AI‑driven support, such as chatbots, sentiment analysis, and automated routing.
• Passion for entertainment, media, or gaming industries, with an understanding of how content delivery models influence support needs.

Core Competencies for Success

• Strategic Thinking: Ability to see the big picture, anticipate future needs, and translate them into actionable product plans.
• Customer‑Centric Mindset: Deep empathy for both members and agents, ensuring every decision enhances the overall experience.
• Collaboration & Influence: Skilled at building consensus across diverse groups, negotiating trade‑offs, and driving alignment.
• Execution Excellence: Proven ability to deliver high‑quality features on schedule, balancing speed with rigor.
• Adaptability: Comfort with rapid change, shifting priorities, and evolving market dynamics.
• Data Literacy: Proficiency in interpreting metrics, dashboards, and experiment results to guide product direction.

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.
• Opportunities to lead high‑visibility, cross‑functional initiatives that shape the future of global entertainment support.
• Continuous learning resources, including conferences, workshops, and internal knowledge‑sharing sessions on product management, AI, and user experience.
• A clear pathway to senior product leadership roles, such as Director of Customer Service Platforms or VP of Global Support Technology.

Work Environment & Culture at arenaflex

arenaflex fosters a culture of freedom and responsibility. Our teams operate with a high degree of autonomy, are encouraged to take bold risks, and are held accountable for outcomes. The CS Technology group embodies this ethos by delivering innovative solutions that directly impact millions of members worldwide. You will work in a collaborative, inclusive environment where diverse perspectives are celebrated, and every voice matters.

Our offices blend open‑plan spaces with quiet zones for focused work, and we support flexible remote arrangements to accommodate global talent. Regular “culture days,” hackathons, and cross‑team socials keep the energy high and the community connected.

Compensation, Perks & Benefits

arenaflex offers a competitive total compensation package that reflects the high impact of this role. While the primary component is an annual salary, you will have the flexibility to allocate a portion of your compensation toward stock options, aligning your success with the company’s growth.

Typical salary ranges for this position fall between $160,000 and $390,000, calibrated based on market data, experience, and skill set. In addition to base pay, arenaflex provides a comprehensive benefits suite, including:

• Medical, dental, and vision plans with extensive coverage.
• Mental health resources and counseling services.
• 401(k) retirement plan with generous employer match.
• Equity participation through a robust stock option program.
• Disability, life, and accidental 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 unlimited PTO for salaried staff.
• Paid leave of absence programs and sabbatical options.
• Employee assistance programs, wellness stipends, and access to on‑site fitness facilities where applicable.

Commitment to Diversity, Equity & Inclusion

arenaflex is an equal‑opportunity employer. We celebrate the richness of diverse backgrounds, experiences, and perspectives, believing that inclusive teams drive better products and stronger business outcomes. Our hiring practices, promotion pathways, and workplace policies are designed to eliminate bias and ensure that every employee feels valued, respected, and empowered to bring their authentic self to work.

How to Apply

If you are passionate about shaping the future of global entertainment support, thrive in a fast‑moving, data‑driven environment, and are ready to lead a high‑impact product team without the constraints of traditional hierarchy, we want to hear from you. Join arenaflex and help millions of members enjoy uninterrupted access to the stories they love.

Apply Job!