Experienced Product Manager – Customer Service Innovation at arenaflex

Join arenaflex, a global leader in entertainment and media, as we continue to revolutionize the way people watch, interact, and engage with their favorite content. With over 200 million members worldwide, we're committed to delivering exceptional customer experiences that exceed expectations. As a Product Manager on our Customer Service team, you'll play a critical role in shaping the future of our contact center platform, driving innovation, and ensuring that our customers receive the best possible support.

About arenaflex

arenaflex is a global entertainment and media company that produces and distributes content to millions of subscribers worldwide. Our mission is to provide an unparalleled entertainment experience that captivates and inspires our audience. With a strong focus on innovation, customer satisfaction, and employee well-being, we're committed to creating a workplace culture that values diversity, inclusivity, and creativity.

The Role

As a Product Manager on our Customer Service team, you'll be responsible for leading and driving innovation in our member development and agent experience on our contact center platform. You'll work closely with design, engineering, operations, and data engineering teams, as well as third-party solution providers, to deliver the best possible platform for our customer service team. Your passion for delivering exceptional customer experiences, combined with your ability to wear multiple hats and work collaboratively with cross-functional teams, will be essential in driving success in this role.

Responsibilities

* Provide product management leadership for our contact center platform, including adoption of new features, feature enhancements, data feeds, APIs, and integration with our internal tools.

• Help define strategy, capture requirements, clarify priorities, identify dependencies, mitigate risks and obstacles, communicate, and create a roadmap.
• Collaborate with each functional CS team to better understand their visions and challenges and together deliver the best possible solutions.
• Manage integrations and adoption of product features by working closely with our teams of engineers and data scientists, as well as third-party providers and/or consulting firms.
• Understand the differences in support expectations in different regions around the world and tailor the experience accordingly.
• Extend product management responsibilities to other tools as needed.
• Embrace the unique culture of arenaflex.

What We're Looking For

* 3 years of experience managing consumer or content-centric products.

• Ability to make difficult decisions based on both data and judgment.
• A deep focus on delivering a great customer and agent experience.
• Demonstrated track record of delivering projects that measurably improve customer and agent experiences.
• Leadership and organizational influence without authority.
• Excellent written and verbal communication skills: good memos and presentations are essential, ability to build trust and create cross-functional partnerships.
• Ability to inspire, motivate, and lead designers and engineers.
• Previous experience working with CCaaS, CPaaS, UCaaS, and CRM products, either third-party or self-developed.
• Previous experience focused on customer service.
• Experience working on global products is also an advantage.

Job Benefits

* Health Care and Insurance: arenaflex typically offers comprehensive health insurance plans, including medical, dental, and eye care coverage, for its employees and their families.

• Paid Time Off (PTO): arenaflex often offers a flexible PTO policy, which allows employees to take time off as needed without hard limits on the number of days. This approach is in keeping with arenaflex's emphasis on results and performance rather than rigid work schedules.
• Parental Leave: arenaflex is known for its generous parental leave policies, which provide plenty of free time for both new moms and dads to bond with their newborns or adopted children.
• 401(K) Retirement Plan: The company may offer a 401(K) retirement plan with a competitive matching contribution to help employees save for their future.
• Stock Options: arenaflex has historically offered stock options or stock awards to its employees, allowing them to share in the company's success.
• Wellness Programs: The company may offer wellness programs, fitness allowances, or memberships to encourage employees to maintain a healthy lifestyle.
• Tuition Reimbursement: arenaflex may offer tuition reimbursement or professional development opportunities to help employees continue their education and develop their skills.
• Employee Assistance Program (EAP): Maps typically provide confidential resources and support to employees facing personal or work-related challenges.
• Flexible Work Arrangements: arenaflex values flexibility and results, so it may offer options for remote work or flexible work schedules.
• Travel and Entertainment: Depending on the location, employees may receive benefits related to travel, entertainment, or even access to arenaflex content.

If you're passionate about delivering exceptional customer experiences and driving innovation in a fast-paced, dynamic environment, we encourage you to apply for this exciting opportunity to join arenaflex as a Product Manager – Customer Service Innovation. Apply Now! Apply for this job