Product Manager – Customer Service Platform (Remote, Part‑Time) – Lead Innovation for arenaflex’s Contact Center Experience

About arenaflex – Shaping the Future of Entertainment and Customer Delight

arenaflex is a global leader in streaming entertainment, delivering millions of hours of movies, series, documentaries, and interactive experiences to audiences worldwide. With a commitment to seamless, personalized viewing, arenaflex has built a reputation for cutting‑edge technology, bold storytelling, and an unwavering focus on the subscriber experience. As the company continues to expand its footprint, the Customer Service (CS) organization plays a pivotal role in ensuring that every interaction—whether via chat, voice, or emerging channels—reinforces the brand promise of effortless enjoyment.

Our CS Technology team is the engine behind the tools, platforms, and data pipelines that empower support agents to resolve issues quickly, delight customers, and gather insights that drive product innovation. We are looking for a visionary Product Manager to own the roadmap for arenaflex’s Contact Center Platform, shaping the next generation of customer‑service technology while working remotely on a flexible, part‑time schedule.

Why This Role Matters – The Impact You’ll Have

In this role, you will be the strategic champion for the contact‑center ecosystem that connects millions of subscribers with arenaflex’s support specialists. Your decisions will influence feature adoption, platform reliability, and the overall quality of the support experience. By collaborating with cross‑functional teams—including engineering, design, data science, and external vendors—you will translate business goals into tangible product outcomes that directly affect subscriber satisfaction and retention.

Key Responsibilities

• Product Vision & Roadmap: Define and communicate a clear, data‑driven product vision for the arenaflex Contact Center Platform, prioritizing new features, performance enhancements, and integration capabilities.
• Feature Delivery: Lead the end‑to‑end delivery of high‑impact features such as advanced analytics dashboards, AI‑powered routing, API extensions, and seamless integrations with internal tools.
• Stakeholder Collaboration: Partner closely with CS operations, engineering, design, and data teams to gather requirements, align on priorities, and ensure that product decisions reflect real‑world support challenges.
• Vendor Management: Manage relationships with external technology partners and consulting firms, overseeing contract negotiations, delivery timelines, and quality assurance.
• Data‑Driven Decision Making: Leverage quantitative metrics (e.g., first‑contact resolution, average handling time) and qualitative feedback to inform product decisions, risk assessments, and roadmap adjustments.
• Risk & Issue Management: Identify potential risks, develop mitigation strategies, and communicate status updates to senior leadership and cross‑functional stakeholders.
• Global Perspective: Understand regional variations in support expectations and regulatory requirements, ensuring the platform scales effectively across diverse markets.
• Culture Advocacy: Embody arenaflex’s values—innovation, inclusion, and customer obsession—while fostering a collaborative, high‑performance product culture.

Essential Qualifications

• 5+ years of product management experience focused on customer‑facing or internal support tools.
• Demonstrated expertise with Contact Center as a Service (CCaaS), Communications Platform as a Service (CPaaS), or Unified Communications as a Service (UCaaS) technologies, either through vendor solutions or in‑house development.
• Strong analytical mindset with the ability to synthesize data, user research, and business objectives into actionable product strategies.
• Proven track record of delivering complex, cross‑functional projects that measurably improve customer and agent experiences.
• Exceptional written and verbal communication skills, capable of influencing senior leaders and building trust across distributed teams.
• Experience working in a fast‑paced, remote environment with the ability to manage multiple priorities without direct reports.
• Bachelor’s degree in Business, Computer Science, Engineering, or a related field (advanced degree is a plus).

Preferred Qualifications & Additional Skills

• Hands‑on experience with API design, data pipelines, and integration frameworks.
• Familiarity with AI/ML‑driven routing, sentiment analysis, and predictive analytics in a support context.
• Background in global product launches, including awareness of regional compliance and localization challenges.
• Ability to make tough trade‑off decisions that balance technical feasibility, user impact, and business value.
• Leadership style that drives influence without formal authority, inspiring cross‑functional teams to achieve ambitious goals.
• Passion for entertainment technology and a deep empathy for both subscribers and support agents.

Core Skills & Competencies for Success

• Strategic Thinking: Ability to see the big picture while drilling down into detailed execution plans.
• Customer‑Centric Mindset: A relentless focus on delivering exceptional experiences for both end‑users and internal agents.
• Collaboration & Influence: Skilled at building consensus across engineering, design, data, and operations teams.
• Technical Fluency: Comfortable discussing architecture, APIs, data models, and integration patterns with engineers.
• Analytical Rigor: Proficiency with metrics, A/B testing, and data visualization tools to validate product hypotheses.
• Adaptability: Thrive in an environment where priorities shift quickly and new opportunities emerge daily.

Career Growth & Learning Opportunities

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

• Mentorship from senior product leaders who have built world‑class platforms at leading tech firms.
• Continuous learning resources, including tuition reimbursement, online courses, and internal tech talks.
• Opportunities to lead high‑visibility initiatives that directly impact millions of subscribers worldwide.
• A clear career ladder that can take you from product manager to senior product leader, director, or even VP of Product Management, depending on your aspirations.

Compensation, Perks & Benefits (General Overview)

arenaflex offers a competitive hourly rate of $26 per hour for this part‑time, remote position, along with a comprehensive benefits package that includes:

• Flexible work hours and the ability to work from anywhere within the United States.
• Health, dental, and vision coverage for you and eligible dependents.
• Retirement savings plans with company matching contributions.
• Paid time off, holidays, and sick leave to support work‑life balance.
• Employee assistance programs, wellness resources, and mental‑health support.
• Access to arenaflex’s entertainment library for personal enjoyment.
• Opportunities to attend industry conferences, hackathons, and internal innovation days.

Work Environment & Culture at arenaflex

Our culture is built on the pillars of freedom, responsibility, and inclusion. Even as a remote, part‑time team member, you will feel connected through:

• Regular virtual coffee chats, team retrospectives, and cross‑functional syncs.
• A transparent decision‑making process where product roadmaps are openly shared.
• Inclusive hiring practices and employee resource groups that celebrate diverse perspectives.
• A focus on outcomes rather than hours, allowing you to deliver high‑impact work on a schedule that fits your life.

How to Apply – Join arenaflex’s Mission to Delight Millions

If you are a strategic thinker with a passion for building world‑class support platforms, and you thrive in a remote, flexible environment, we want to hear from you. Bring your expertise, creativity, and customer‑obsessed mindset to arenaflex and help shape the future of entertainment support.

Apply Now – Start Your Journey with arenaflex Today!