Senior Product Manager – Customer Service Platform (Remote, Part‑Time) – arenaflex

About arenaflex – Shaping the Future of Entertainment at Home

arenaflex is a global leader in streaming entertainment, delivering movies, series, documentaries, and interactive experiences to more than 200 million households worldwide. Our mission is to remove every barrier between a viewer and the content they love, ensuring a seamless, personalized experience on any device. As part of our relentless focus on innovation, the Customer Service (CS) Technology team builds the tools and platforms that empower our support agents to deliver world‑class assistance, while delighting customers with fast, reliable resolutions.

Why This Role Matters

In the fast‑growing world of digital entertainment, the quality of customer support can be a decisive factor in brand loyalty. As Senior Product Manager – Customer Service Platform, you will own the vision and execution of the contact‑center platform that powers arenaflex’s support ecosystem. This is a unique opportunity to influence a product used by thousands of agents daily, shaping the experience of millions of subscribers worldwide—all from the comfort of your home.

Key Responsibilities

• Product Vision & Strategy: Define and communicate a clear, long‑term roadmap for the arenaflex Contact Center Platform, aligning with business goals, regulatory requirements, and emerging market trends.
• Feature Delivery: Lead the end‑to‑end delivery of new capabilities such as advanced analytics dashboards, AI‑driven routing, API integrations, and data pipelines that enhance agent productivity and customer satisfaction.
• Cross‑Functional Collaboration: Partner closely with engineering, design, data science, operations, and external vendor teams to translate business needs into technical specifications and successful releases.
• Stakeholder Management: Serve as the primary liaison for internal CS teams across regions, gathering feedback, prioritizing requirements, and ensuring transparent communication throughout the product lifecycle.
• Risk & Dependency Management: Identify potential risks, dependencies, and mitigation strategies, maintaining a balanced backlog that delivers maximum impact without compromising quality.
• Metrics & Impact Measurement: Establish key performance indicators (KPIs) such as First Contact Resolution (FCR), Average Handle Time (AHT), and Net Promoter Score (NPS); track product performance and iterate based on data‑driven insights.
• Vendor & Partner Coordination: Oversee relationships with external technology providers, ensuring seamless integration of third‑party solutions and adherence to service‑level agreements.
• Global Localization: Understand and incorporate regional variations in support expectations, regulatory constraints, and cultural nuances to deliver a consistent yet locally resonant experience.
• Continuous Improvement: Champion a culture of experimentation, encouraging rapid prototyping, A/B testing, and agile feedback loops to keep the platform at the cutting edge.

Essential Qualifications

• Minimum 5 years of product management experience focused on customer‑facing or contact‑center solutions.
• Demonstrated expertise with Contact Center as a Service (CCaaS), Communications Platform as a Service (CPaaS), or Unified Communications as a Service (UCaaS) technologies, either in‑house or through vendor partnerships.
• Strong analytical mindset with the ability to synthesize quantitative data and qualitative insights to drive product decisions.
• Proven track record of delivering complex, high‑impact projects that measurably improve customer and agent experiences.
• Exceptional written and verbal communication skills, capable of influencing senior stakeholders without direct authority.
• Experience working in a fast‑paced, remote environment and managing distributed, cross‑functional teams.
• Bachelor’s degree in Business, Computer Science, Engineering, or a related field (advanced degree is a plus).

Preferred Qualifications & Additional Skills

• Experience with AI/ML‑driven routing, chatbots, or conversational analytics in a contact‑center context.
• Familiarity with agile methodologies (Scrum, Kanban) and product discovery frameworks.
• Background in global product launches, including localization and compliance considerations.
• Ability to navigate ambiguous situations, make data‑informed trade‑offs, and drive consensus across diverse teams.
• Passion for entertainment technology and a deep understanding of subscriber expectations.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture while executing on detailed deliverables.
• Leadership Without Authority: Influence and motivate cross‑functional partners through vision, empathy, and clear communication.
• Customer‑Centric Mindset: Relentless focus on delivering exceptional experiences for both end‑users and support agents.
• Technical Fluency: Comfortable discussing APIs, data pipelines, integration patterns, and platform architecture with engineers.
• Problem‑Solving: Navigate complex challenges, balance competing priorities, and propose pragmatic solutions.
• Collaboration: Build trust and strong relationships across product, design, data, and operations teams.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its employees. As a Senior Product Manager, you will have access to:

• Mentorship from senior leaders in product, engineering, and global operations.
• Continuous learning budgets for conferences, certifications, and online courses.
• Opportunities to lead high‑visibility initiatives that directly impact millions of customers.
• Potential pathways to senior leadership roles such as Director of Product, VP of Customer Experience, or Global Head of Support Technology.

Compensation, Perks & Benefits

arenaflex offers a competitive hourly rate of $26 per hour, reflective of the part‑time commitment (8 hours per week). In addition to base compensation, you will enjoy:

• Flexible remote work arrangements with a fully equipped home office stipend.
• Health, dental, and vision coverage options.
• Paid time off and holidays aligned with a work‑life balance philosophy.
• Employee assistance programs, wellness resources, and mental‑health support.
• Access to arenaflex’s entertainment library for personal enjoyment.

Work Environment & Culture at arenaflex

Our culture is built on freedom, responsibility, and a relentless pursuit of excellence. We celebrate diversity of thought, encourage bold ideas, and empower every employee to take ownership of their impact. As a remote team member, you will be part of a collaborative, inclusive community that values:

• Transparency: Open communication channels and regular updates from leadership.
• Innovation: A sandbox environment where experimentation is encouraged and failures are treated as learning opportunities.
• Inclusivity: Programs and employee resource groups that support underrepresented voices.
• Work‑Life Harmony: Flexible scheduling, generous leave policies, and a culture that respects personal time.

How to Apply

If you are passionate about building world‑class support platforms, thrive in a remote, part‑time setting, and want to make a tangible difference for millions of subscribers, we want to hear from you. Click the link below to submit your application and join arenaflex’s mission to deliver unforgettable entertainment experiences.

Apply!

Join arenaflex – Your Next Career Chapter Starts Here

At arenaflex, you will be at the intersection of technology, entertainment, and customer delight. This role offers the perfect blend of strategic influence, hands‑on product development, and the freedom to work from anywhere. Take the next step in your product management journey and help shape the future of global streaming support. We look forward to welcoming you to our innovative, dynamic team.