Experienced Senior Product Manager, Social Media Customer Service – Global Customer Experience Innovation
Are you a seasoned product management professional with a passion for innovation and customer-centricity? Do you thrive in fast-paced, dynamic environments where no two days are the same? If so, we invite you to join arenaflex's Social Media Customer Service (SMCS) organization as a Senior Product Manager, where you will play a critical role in shaping the future of customer experience across social media channels.
About arenaflex
arenaflex is a leading global company that operates in 22 countries, serving millions of customers across various social media platforms. Our mission is to provide exceptional customer service that adds value to our customers' connections with arenaflex. As a global contact channel, our Operations team responds to customer inquiries across all of arenaflex's Social Media accounts, operating in 14 different languages. We are committed to a diverse and inclusive workplace, where everyone has the opportunity to grow and thrive.
The Role
As a Senior Product Manager, Social Media Customer Service, you will be responsible for developing and delivering a roadmap that enables tens-of-thousands of associates around the globe to provide support to millions of customers. You will work closely with business stakeholders to build a long-term strategy that scales support in alignment with marketing and advertising plans. Your expertise will be invaluable in supporting process improvement, automation, and simplification projects, prioritizing and making trade-off decisions between the effort to implement and the impact on the customer and associates.
Key Responsibilities
* Develop and deliver a roadmap that allows tens-of-thousands of associates around the globe to provide support to millions of customers
- Work with business stakeholders to build a long-term strategy that scales support in alignment with marketing and advertising plans
- Support process improvement, automation, and simplification projects, prioritizing and making trade-off decisions between the effort to implement and the impact on the customer and associates
- Collate customer and associate research to think differently about the social media opportunity today, and how customers are going to be contacting tomorrow
- Influence a broad range of stakeholders, from other customer service technical teams, to social media stakeholders across arenaflex
A Day in the Life
As a Senior Product Manager, Social Media Customer Service, you will be part of a dynamic team that is passionate about building simple but elegant solutions that raise the customer experience bar. You will have the opportunity to work on a wide range of projects, from process improvement to automation and simplification, and will be responsible for influencing senior leadership through data-driven insights. If you are a creative problem-solver with a passion for innovation and customer-centricity, this role could be the perfect fit for you.
Qualifications
* 5+ years of end-to-end product delivery experience
- Experience in influencing senior leadership through data-driven insights
- Bachelor's degree or equivalent experience
- Master's degree or equivalent (preferred)
- Experience working across functional teams and senior stakeholders
- Experience owning technology products
- Experience owning feature delivery and trade-offs of a product
- Knowledge of customer operations, or social media
What We Offer
* Competitive salary range: $124,500/year - $206,000/year (based on geographic location)
- Equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package
- Full range of medical, financial, and/or other benefits, including:
+ Medical, Dental, and Vision Coverage + Maternity and Parental Leave Options + Paid Time Off (PTO) + 401(k) Plan
- Opportunity to work with a diverse and inclusive team that values creativity, innovation, and customer-centricity
- Collaborative and dynamic work environment with opportunities for growth and development
- Access to cutting-edge technology and tools to support your work
How to Apply
If you are a motivated and experienced product management professional with a passion for innovation and customer-centricity, we encourage you to apply for this exciting opportunity. Please submit your application today, and join our team of talented individuals who are shaping the future of customer experience at arenaflex. Apply Now
arenaflex is an Equal Opportunity Employer
arenaflex is committed to a diverse and inclusive workplace, where everyone has the opportunity to grow and thrive. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.arenaflex.com/disability/us. Apply for this job