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

About arenaflex – Shaping the Future of Entertainment & Customer Experience

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 receive the help they need, exactly when they need it. As part of arenaflex’s relentless pursuit of excellence, we are expanding our product team in Florida and are looking for a visionary Product Manager to own the roadmap for our Customer Service platform.

Why This Role Matters

The Customer Service Platform is the backbone of arenaflex’s member support ecosystem. It powers the tools, data pipelines, APIs, and integrations that enable support agents, AI bots, and self‑service portals to deliver fast, accurate, and delightful experiences. As the Product Manager, you will be the strategic driver behind new features, performance improvements, and long‑term architectural decisions that directly impact member satisfaction and brand loyalty.

Key Responsibilities

• Strategic Roadmap Ownership: Define, prioritize, and communicate a multi‑year product vision that aligns with arenaflex’s broader business goals and the evolving needs of our members.
• Cross‑Functional Leadership: Partner with engineering, data science, design, operations, and external vendor teams to deliver high‑impact initiatives without direct reports, influencing outcomes through collaboration and persuasion.
• Feature Development & Delivery: Lead the end‑to‑end lifecycle of new platform components, from concept and requirements gathering to launch and post‑launch analysis.
• Data‑Driven Decision Making: Leverage analytics, A/B testing, and member feedback to validate hypotheses, assess impact, and iterate on product improvements.
• Risk & Dependency Management: Identify technical and operational risks early, develop mitigation plans, and maintain transparent communication with stakeholders.
• Vendor & Partner Coordination: Manage relationships with third‑party providers (CCaaS, CPaaS, UCaaS, CRM) to ensure seamless integration and alignment with arenaflex’s standards.
• Global Consistency: Harmonize support experiences across regions, adapting platform capabilities to meet local regulatory and cultural requirements while preserving a unified brand experience.
• Culture Champion: Embody arenaflex’s values—curiosity, inclusion, and relentless improvement—by fostering an environment of psychological safety, open feedback, and continuous learning.

Essential Qualifications

• Minimum 3 years of product management experience focused on customer‑facing platforms, preferably within the entertainment, SaaS, or telecommunications sectors.
• Bachelor’s degree in Business, Computer Science, Engineering, or a related discipline.
• Demonstrated ability to make data‑informed decisions, balancing quantitative insights with qualitative judgment.
• Proven track record of delivering projects that measurably improve customer and employee experiences (e.g., reduced average handling time, increased CSAT scores).
• Strong communication and storytelling skills, capable of influencing senior leadership and cross‑functional teams without direct authority.
• Hands‑on experience with CCaaS, CPaaS, UCaaS, or CRM platforms—both vendor‑managed and in‑house solutions.
• Passion for customer support excellence and a deep understanding of the challenges faced by support agents and members alike.

Preferred Qualifications & Additional Experience

• Advanced degree (MBA, MS) or relevant certifications (e.g., Pragmatic Institute, CSPO).
• Experience working in a fast‑paced, high‑growth technology environment with a focus on scalability and reliability.
• Background in building or managing AI‑driven support tools such as chatbots, virtual assistants, or predictive routing engines.
• Familiarity with agile methodologies, continuous delivery pipelines, and modern software development practices.
• Exposure to global compliance frameworks (GDPR, CCPA) and the ability to embed privacy considerations into product design.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture, anticipate market trends, and translate them into actionable product plans.
• Analytical Acumen: Proficiency with data analysis tools (SQL, Tableau, Looker) and a comfort level interpreting large datasets to drive decisions.
• Collaboration & Influence: Skilled at building trust, fostering partnership, and leading without formal authority across diverse functional groups.
• Customer‑Centric Mindset: Deep empathy for both members and support agents, ensuring every product decision adds tangible value.
• Technical Literacy: Understanding of APIs, data pipelines, micro‑services architecture, and cloud infrastructure (AWS, GCP, Azure).
• Project Management: Mastery of roadmap planning, sprint execution, risk assessment, and stakeholder communication.
• Communication Excellence: Ability to craft clear, compelling product briefs, presentations, and status updates for varied audiences.

What arenaflex Offers – Compensation, Benefits, and Growth

At arenaflex, we recognize that our people are our greatest asset. In addition to a competitive hourly rate of $25 /hr, you will enjoy a comprehensive benefits package designed to support your health, wealth, and well‑being:

• Medical, dental, and vision coverage with multiple plan options.
• Generous paid time off, holidays, and flexible work arrangements (including hybrid remote options).
• Retirement savings plan with company matching contributions.
• Professional development stipend, tuition reimbursement, and access to industry conferences.
• Wellness programs, mental‑health resources, and employee assistance services.
• Employee stock purchase plan and performance‑based bonuses.
• State‑of‑the‑art office space in Florida with collaborative zones, quiet rooms, and on‑site amenities.

Career Path & Learning Opportunities

arenaflex invests heavily in career progression. As a Product Manager, you will have clear pathways to senior leadership roles such as Senior Product Manager, Director of Product, or even VP of Customer Experience. You will work alongside seasoned mentors, participate in cross‑functional hackathons, and have access to a robust internal learning platform covering product strategy, data science, and emerging technologies.

Culture & Work Environment

Our culture is built on the pillars of curiosity, inclusion, and impact. At arenaflex you will find:

• Inclusive Collaboration: Diverse teams where every voice is heard and ideas are judged on merit.
• Innovation Freedom: A “test‑and‑learn” mindset that encourages experimentation and rapid iteration.
• Transparency: Open communication channels with leadership, regular town‑halls, and clear visibility into company performance.
• Community Impact: Opportunities to contribute to social responsibility initiatives, from sustainability projects to digital literacy programs.

How to Apply

If you are ready to shape the future of customer service for a global entertainment powerhouse, we want to hear from you. Click the link below to submit your application, attach your resume, and tell us why you are the perfect fit for arenaflex’s Product Management team.

Apply Now

Join arenaflex – Make Every Interaction Count

At arenaflex, your work will directly influence the moments millions of members cherish each day. By delivering a world‑class support platform, you will help ensure that the only thing standing between a member and their favorite show is the excitement of the story itself. Take the next step in your career and become part of a team that values bold ideas, relentless execution, and a passion for delighting customers.