Senior Customer Experience & Support Product Marketing Manager – Help Center Strategy, Content Operations & Cross-Functional Program Leadership at arenaflex

Join arenaflex and Help Shape the Future of Customer Connection

At arenaflex, we believe that exceptional internet access is more than a utility—it is the backbone of modern life, a catalyst for community empowerment, and an enabler of extraordinary possibilities. We are not simply building networks; we are cultivating connections that allow people to learn, create, work, and thrive. As an Alphabet-affiliated company delivering high-speed fiber and fixed wireless internet services to homes and businesses across the United States, arenaflex is expanding rapidly into new cities and markets, and we are seeking passionate professionals who want to make a tangible difference while growing their careers in a welcoming, inclusive environment.

Our marketing organization sits at the intersection of every product, every customer interaction, and every strategic decision. From positioning and naming to competitive analysis, feature prioritization, and external communications, the marketing team helps define the voice of the product and accelerates its growth. This is your opportunity to step into a pivotal role where your expertise in customer experience, support content strategy, and product marketing will directly influence how millions of customers perceive, understand, and engage with the arenaflex brand.

About the Role

We are looking for a Senior Customer Experience & Support Product Marketing Manager to join our Customer Marketing team. In this role, you will own the strategy and execution of our customer-facing Help Center, drive support communications programs, and serve as a critical liaison between Customer Marketing and cross-functional partners including Product, Engineering, Digital, Brand, and Customer Support teams. You will be responsible for ensuring that arenaflex customers receive timely, valuable, and consistent communications across every touchpoint—whether they are navigating our Help Center on the web, accessing support through our in-app systems, or engaging with transactional emails and other marketing collateral.

If you thrive at the intersection of content strategy, customer empathy, data-driven decision making, and program management, this is the role for you. You will have the autonomy to shape the Help Center roadmap, define success metrics, and continuously improve the customer experience through rigorous content optimization and cross-channel syndication.

Key Responsibilities

• Own the End-to-End Help Center Strategy: Lead the vision, planning, and operational execution of the customer-facing Help Center, ensuring it serves as a trusted, comprehensive resource for all arenaflex customers.
• Drive Customer Support & Communications Programs: Manage the execution of customer support initiatives, including Help Center content development, transactional email campaigns, and other marketing collateral that enhance the overall customer experience.
• Cross-Functional Collaboration: Partner consistently with Sales, Corporate Communications, Legal, Webmasters, Product Development, Engineering, and Customer Support teams to deliver organization-wide initiatives, including new product launches, product updates, and proactive resolution of customer pain points.
• Data-Driven Content Optimization: Leverage research techniques, customer journey insights, and data analysis to define key performance indicators and benchmarks, translating findings into a rigorous plan for continuous content improvement.
• Roadmap Development & Content Syndication: Support the creation and maintenance of a strategic roadmap for Help Center content, ensuring seamless syndication across channels such as the web, customer portal, and internal knowledge bases.
• Primary Liaison for Customer Marketing: Represent customer marketing initiatives across all help-based projects, acting as the go-to connector between Customer Marketing and other cross-functional teams to ensure alignment, clarity, and execution excellence.
• Cross-Channel Communications Leadership: Drive product vision and ensure consistent, compelling messaging across every customer-facing channel, from digital platforms to in-app experiences.
• Technical Program & Project Management: Apply strong program management discipline to prioritize initiatives, manage timelines, track deliverables, and communicate progress to stakeholders at all levels.

Minimum Qualifications

• 5+ years of experience in a help or support content role, user education content development, technical writing, or content strategy.
• Hands-on experience with content management systems (CMS), software knowledge management systems (KMS), and platforms such as Lighthouse.
• Demonstrated ability to utilize research techniques to map the customer journey, apply insight frameworks, and analyze data into actionable feedback that drives engagement across products, services, and experiences.
• Proven experience driving product vision and executing cross-channel communications strategies.
• Solid background in technical program or project management, with a track record of delivering complex initiatives on time and within scope.

Preferred Qualifications

• Experience in strategy and operations, either in-house or as a management consultant.
• Working knowledge of HTML for content formatting and web publishing.
• Understanding of SEO best practices and how they apply to help content discoverability.
• Previous experience in the devices and hardware or telecommunications industry.

Skills & Competencies for Success

To excel in this role, you will bring a unique blend of strategic thinking, operational rigor, and creative problem-solving. You are equally comfortable diving into data dashboards, drafting compelling help content, presenting to senior leadership, and managing complex project timelines. You possess exceptional written and verbal communication skills, a customer-first mindset, and the ability to translate technical concepts into clear, accessible language. You are a natural collaborator who builds trust across teams, a self-starter who thrives in a fast-paced environment, and a detail-oriented executor who never loses sight of the big picture.

Career Growth & Learning Opportunities

At arenaflex, your growth is our priority. As a member of our Customer Marketing team, you will have access to world-class learning resources, mentorship from seasoned product marketing leaders, and opportunities to expand your influence across the organization. Whether you aspire to deepen your expertise in customer experience strategy, broaden your scope into broader product marketing leadership, or explore adjacent areas such as brand strategy, growth marketing, or product management, arenaflex provides the platform, the projects, and the support to help you achieve your ambitions. We invest in our people because we know that when you grow, arenaflex grows.

Work Environment & Company Culture

arenaflex is more than a workplace—it is a community. We are an inclusive, diverse, and welcoming team that values every voice and believes that great ideas come from everywhere. Our culture is built on collaboration, curiosity, and a shared commitment to delivering extraordinary experiences for our customers. We embrace flexibility, support work-life balance, and foster an environment where innovation thrives and individuals are empowered to do their best work. Whether you are working from one of our offices or remotely, you will find a team that is supportive, mission-driven, and genuinely excited about the work we do.

Compensation, Perks & Benefits

arenaflex offers a competitive compensation package designed to attract and retain top talent. The US base salary range for this full-time position is between $105,000 and $154,000, plus bonus, equity, and a comprehensive benefits package. As pay varies by location, your recruiter will share more about the specific salary range for your targeted location during the hiring process. Our benefits typically include comprehensive health insurance, retirement plans, generous paid time off, parental leave, professional development stipends, and access to cutting-edge tools and technologies. We are committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, citizenship, marital status, disability, or veteran status.

arenaflex is also committed to creating an accessible, inclusive workplace for everyone. If you require accommodation during the application or interview process, please let us know through our accommodations form, and our candidate accommodations team will confidentially connect with you to discuss your options.

Apply Now and Help Us Build Something Amazing

If you are a strategic thinker, a customer champion, and a cross-functional collaborator ready to make a meaningful impact, we want to hear from you. Join arenaflex and help us redefine what great customer experience looks like in the broadband industry. Bring your expertise, your passion, and your unique perspective to a team that is building the future of connectivity—one customer, one interaction, one extraordinary experience at a time.

Ready to grow your career while helping millions of customers get the most out of their internet service? Apply today and become part of the arenaflex story.