Experienced Full Stack Product Manager – Customer Service Innovation and Experience

At arenaflex, we're revolutionizing the way people consume entertainment by providing a seamless and personalized experience. As a Product Manager of Customer Service, you'll play a critical role in shaping the future of customer support by leading the innovation and development of our Help Center platform. If you're passionate about delivering exceptional customer experiences and have a proven track record of executing projects that drive business growth, we want to hear from you.

About arenaflex

arenaflex is one of the world's leading entertainment services, with a global presence in over 190 countries. Our mission is to entertain the world by providing access to the best-in-class TV series, documentaries, feature films, and games. We're committed to delivering a unique and personalized experience to our members, and our Customer Service team is at the forefront of making this happen.

The Role

As a Product Manager of Customer Service, you'll be responsible for leading the end-to-end product management of our Help Center site, including chat and Generative AI (GenAI) adoption to enhance issue resolution and the overall customer support experience. You'll work closely with cross-functional teams, including insights, data science, design, engineering, and data engineering and scientist teams, to deliver innovative customer experience solutions.

Key Responsibilities

* Own the end-to-end product management for the arenaflex Help Center site, including chat and GenAI adoption to enhance issue resolution and the overall customer support experience

• Help define strategy, capture requirements, clarify prioritization, identify dependencies, mitigate risks and impediments, communicate, and create a roadmap
• Collaborate with the insights team to gather and analyze customer feedback to identify pain points and prioritize impactful features, including self-service options and advanced search capabilities
• Monitor KPIs like search volume, customer satisfaction, and contact rate to measure and improve Help Center effectiveness
• Collaborate with the data science team to develop and execute A/B tests to optimize elements like search functionality and navigation, analyzing results to drive improvements
• Deliver innovative customer experience solutions through close collaboration with cs, design, engineering, and data engineering and scientist teams as well as third-party solution providers and/or consulting firms
• Expand product management responsibility to other tools as business needs present
• Embody the unique arenaflex culture

What We’re Looking For

* 7+ years of product management experience in consumer products, with a proven track record of executing projects that measurably enhance customer experiences

• A deep understanding of Customer Service business and prior experience managing a Help Center site is a must
• Quick learner and the ability to work in a fast-paced global environment
• Exceptional multitasking abilities who thrive in high-pressure environments and can effectively manage multiple priorities
• Ability to make informed and strategic decisions using both data and judgment, with a focus on delivering exceptional customer experiences
• Demonstrated organizational leadership and influence without relying on hierarchy, inspiring and motivating cross-functional teams
• Outstanding written and verbal communication skills, with the ability to create compelling memos and presentations
• Experience with customer service and global products is a plus, along with a passion for exploring new technologies like GenAI to drive innovation
• Strong understanding of A/B testing methodologies and data analysis techniques to drive product improvements
• Experience with user research and user experience design principles to ensure a customer-centric approach
• Ability to interpret data and translate insights into actionable improvements for the Help Center platform
• Experience with GenAI chat technologies to enhance customer support interactions

Compensation and Benefits

* Generally, our compensation structure consists solely of an annual salary; we do not have bonuses

• You choose each year how much of your compensation you want in salary versus stock options
• To determine your personal top of market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range
• The range for this role is $160,000 - $390,000
• arenaflex provides comprehensive benefits, including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits
• We also offer paid leave of absence programs
• Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off
• Full-time salaried employees are immediately entitled to flexible time off

Work Environment and Company Culture

* arenaflex is a unique culture and environment that values diversity, inclusion, and innovation

• We're committed to creating a workplace that's welcoming and inclusive for all employees, regardless of their background, identity, or ability
• We believe that diversity builds stronger teams and drives business growth
• We're passionate about delivering exceptional customer experiences and are committed to making arenaflex the go-to entertainment platform for people around the world

How to Apply

If you're passionate about delivering exceptional customer experiences and have a proven track record of executing projects that drive business growth, we want to hear from you. Please submit your application, including your resume and a cover letter, to [arenaflex Careers](https://arenaflex.wd1.myworkdayjobs.com/en-US/arenaflex/job/Product-Manager--Customer-Service_JR32165?utm_campaign=google_jobs_apply&utm_source=google_jobs_apply&utm_medium=organic).

Equal Opportunity Employer

arenaflex is an equal-opportunity employer and celebrates diversity, recognizing that diversity builds stronger teams. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service. Apply for this job