Job Description
Introduction to arenaflex and the Industry With over 200 million subscribers worldwide, arenaflex has become a household name, providing unparalleled entertainment options to its users. As a leader in the streaming industry, arenaflex is committed to delivering exceptional customer experiences. The Customer Service (CS) team plays a vital role in ensuring that users can enjoy their favorite shows, movies, and games without any interruptions. The CS Innovation group is responsible for developing and implementing the right tools and technologies to support the growth and scalability of the Customer Service business.
As a Product Manager for the contact center platform, you will be instrumental in shaping the future of customer service at arenaflex. Job Overview In this exciting role, you will have the opportunity to wear multiple hats, collaborating with cross-functional teams, including design, engineering, operations, and data science, as well as third-party solution providers. Your primary focus will be on improving the contact center platform experience for both customers and support specialists. As a senior Product Manager, you will be responsible for driving the development of the platform, without direct reports, allowing you to focus on making a significant impact on the customer and specialist experience.
Key Responsibilities Provide product management expertise to the contact center platform, including new feature adoption, feature enhancements, data pipelines, APIs, and integrations with internal tools through close collaboration with third-party solution providers. Assist in defining strategy, capturing requirements, clarifying prioritization, identifying dependencies, mitigating risks and obstacles, communicating, and creating a roadmap. Collaborate with every CS functional team to better understand their vision and challenges and deliver the most effective solutions together.
Manage integrations and adoption of product features through close collaboration with engineering and data scientist teams, as well as third-party solution providers and consulting firms. Understand differences in support expectations in various regions around the world and design the experience accordingly. Expand product management responsibility to other tools as business needs arise. Embody the unique arenaflex culture. What We're Looking For To be successful in this role, you should have: 3+ years of experience in product management for customer or internal-facing products.
Ability to make tough decisions informed by both data and judgment. Deep focus on delivering an exceptional customer and specialist experience. Proven track record of implementing projects that quantifiably improved customer and specialist experiences. Organizational leadership and influence without authority. Excellent written and verbal communication skills: great emails and presentations, ability to build trust and create collaborative relationships cross-functionally is critical. Ability to inspire, motivate, and lead engineers and designers.
Related experience working with CCaaS, CPaaS, UCaaS, and CRM products, whether third-party or in-house built. Related experience focusing on Customer Service. Experience working on global products is also beneficial. Essential Qualifications Bachelor's degree in a relevant field, such as computer science, engineering, or business administration. Preferred Qualifications Master's degree in a relevant field, such as business administration, engineering, or computer science. Experience working in a fast-paced, dynamic environment, with a strong focus on innovation and customer satisfaction.
Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to the growth and development of our employees. As a Product Manager, you will have access to a wide range of training and development opportunities, including: Mentorship programs to help you develop your skills and expertise. Training and development courses to enhance your knowledge and understanding of the industry. Opportunities to work on high-impact projects and collaborate with cross-functional teams. A culture that encourages innovation, creativity, and experimentation.
Work Environment and Company Culture At arenaflex, we pride ourselves on our unique and dynamic company culture. We believe in: Fostering a culture of innovation, creativity, and experimentation. Encouraging collaboration, teamwork, and open communication. Providing a flexible and supportive work environment that allows employees to thrive. Recognizing and rewarding outstanding performance and contributions. Compensation, Perks, and Benefits As a Product Manager at arenaflex, you can expect: A competitive salary and benefits package.
A range of perks, including flexible working hours, remote work options, and access to the latest technology and tools. Opportunities for professional growth and development. A dynamic and supportive work environment that encourages innovation and creativity. Conclusion If you are a motivated and experienced Product Manager looking for a new challenge, we encourage you to apply for this exciting opportunity at arenaflex. As a leader in the streaming industry, we offer a unique and dynamic work environment that is committed to innovation, customer satisfaction, and employee growth and development.
and be part of shaping the future of customer service at arenaflex.