Senior Product Manager – Customer Service Platform (Florida) – $25/hr – arenaflex

About arenaflex – Shaping the Future of Entertainment Support

arenaflex is a global leader in streaming entertainment, delivering movies, series, documentaries, and interactive experiences to more than 200 million subscribers worldwide. Our mission is to make every moment of viewing seamless, immersive, and unforgettable. To achieve this, we rely on a world‑class Customer Service organization that ensures members can enjoy their favorite content without interruption. As part of arenaflex’s rapid growth, we are expanding our Customer Service Platform team in Florida and are looking for a visionary Product Manager to drive the next generation of support tools, data pipelines, and integration capabilities.

Why This Role Matters

In the fast‑paced world of digital entertainment, the quality of the support experience can be the difference between a satisfied subscriber and a churn risk. As the Product Manager – Customer Service, you will own the roadmap for the contact‑center platform that powers arenaflex’s support agents, partners, and automated assistants. Your work will directly influence how quickly and effectively our customers receive help, shaping the overall perception of the arenaflex brand.

Key Responsibilities

• Strategic Vision & Roadmap: Define and communicate a clear, data‑driven product strategy for the Customer Service platform, balancing short‑term feature delivery with long‑term scalability.
• Cross‑Functional Leadership: Partner with engineering, design, data science, analytics, and external vendor teams to translate business goals into actionable product specifications.
• Feature Development: Prioritize and oversee the delivery of new components, enhancements, APIs, and integrations that improve agent productivity and customer satisfaction.
• Data Pipeline Management: Work closely with data engineers to build robust pipelines that feed real‑time metrics into dashboards, enabling rapid insight into support performance.
• Risk & Dependency Mitigation: Identify technical and operational risks early, develop mitigation plans, and communicate trade‑offs to stakeholders.
• Stakeholder Alignment: Facilitate workshops and alignment sessions with internal CS teams across regions to ensure the product roadmap reflects global support needs.
• Vendor Collaboration: Manage relationships with external CCaaS, CPaaS, UCaaS, and CRM providers, ensuring seamless integration and optimal contract performance.
• Culture Champion: Embody arenaflex’s values of curiosity, courage, and collaboration, fostering an inclusive environment where innovative ideas thrive.

Essential Qualifications

• Minimum 3 years of product management experience focused on customer‑service or contact‑center technologies.
• Bachelor’s degree in Business, Computer Science, Engineering, or a related field (advanced degree a plus).
• Proven ability to make data‑informed decisions while balancing qualitative insights and business judgment.
• Demonstrated track record of delivering projects that measurably improve customer and agent experiences.
• Strong communication skills, including the ability to craft compelling presentations and influence senior leadership without direct authority.
• Hands‑on experience with CCaaS, CPaaS, UCaaS, or CRM platforms (e.g., Genesys, Twilio, Salesforce) – both vendor‑managed and in‑house solutions.
• Experience working in a fast‑moving, matrixed organization where priorities shift rapidly.

Preferred Qualifications & Skills

• Experience leading product initiatives that span multiple continents and time zones.
• Familiarity with agile methodologies and the ability to drive cross‑functional sprints.
• Technical fluency to discuss APIs, data schemas, and integration patterns with engineering teams.
• Background in building analytics dashboards and leveraging metrics to guide product decisions.
• Passion for the entertainment industry and an understanding of subscriber expectations.
• Ability to mentor junior product owners and contribute to the growth of the product management discipline at arenaflex.

Core Competencies for Success

• Customer‑Centric Mindset: Always prioritize the end‑user experience and advocate for agents who serve them.
• Strategic Thinking: See the big picture while managing the details that bring a vision to life.
• Collaboration: Build trust across engineering, design, data, and external partners to achieve shared goals.
• Analytical Rigor: Use data to uncover opportunities, measure impact, and iterate quickly.
• Adaptability: Thrive in an environment where priorities evolve based on market trends and subscriber feedback.

Career Growth & Learning Opportunities

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

• Mentorship from senior leaders in product, engineering, and operations.
• Sponsored certifications in Agile, Product Management, and Data Analytics.
• Opportunities to lead high‑visibility initiatives that influence the global support strategy.
• Cross‑departmental rotations to broaden your understanding of the entertainment ecosystem.
• Regular knowledge‑sharing sessions, hackathons, and innovation labs.

Work Environment & Culture at arenaflex

Our Florida office blends a relaxed, beach‑inspired vibe with the energy of a high‑growth tech hub. We value:

• Inclusivity: Diverse perspectives are celebrated, and every voice matters.
• Transparency: Open communication channels keep teams aligned and informed.
• Innovation: Experimentation is encouraged; we learn fast and iterate faster.
• Work‑Life Balance: Flexible hours, remote‑work options, and generous paid time off support personal well‑being.

Compensation, Perks & Benefits

arenaflex offers a competitive hourly rate of $25 per hour for this full‑time position, along with a comprehensive benefits package that includes:

• Health, dental, and vision insurance with multiple plan options.
• 401(k) matching and financial wellness programs.
• Paid parental leave, family care assistance, and adoption support.
• Generous vacation policy and company‑wide holidays.
• Employee assistance program, mental‑health resources, and wellness stipends.
• Access to arenaflex’s streaming library for personal enjoyment.
• On‑site amenities such as a fitness center, snack bar, and collaborative workspaces.

How to Apply

If you are ready to shape the future of customer support for a global entertainment leader and thrive in a collaborative, data‑driven environment, we want to hear from you. Submit your application today and join arenaflex’s mission to deliver flawless viewing experiences to millions of subscribers.

Apply Now