Product Manager, Customer Service – Help Center Innovation & Generative AI Leadership at arenaflex

Welcome to arenaflex – Shaping the Future of Global Entertainment arenaflex stands at the forefront of the entertainment landscape, delivering premium TV series, feature films, documentaries, and interactive games to over 283 million members across more than 190 countries. Our members enjoy unlimited, on‑demand access to content in dozens of languages, and they expect a seamless experience whenever they press play, pause, or switch devices. To keep the magic alive, arenaflex constantly invests in world‑class technology, data‑driven insights, and a culture that celebrates bold ideas, relentless curiosity, and inclusive collaboration. Why This Role Matters Our Customer Service (CS) organization exists to eliminate any friction between our members and the stories they love. The CS Technology team builds and maintains the tools that empower agents, automate routine interactions, and guide members to self‑serve solutions quickly. As the Product Manager, Customer Service – Help Center & Generative AI, you will own the strategic vision and execution of help.arenaflex.com, the primary gateway for members seeking assistance. Your mission: harness Generative AI, intelligent search, and data‑powered experimentation to make the Help Center the most intuitive, efficient, and satisfying self‑service experience in the industry. Key Responsibilities • Product Vision & Roadmap: Define a 2‑year product strategy that blends AI‑driven chat, predictive FAQs, and advanced search to reduce member contact rates while boosting satisfaction. • End‑to‑End Ownership: Lead the full product lifecycle—from ideation, requirement gathering, and prioritization to design, development, launch, and post‑release optimization. • Data‑Informed Decision‑Making: Partner with the Insights team to translate member feedback, support ticket analytics, and usage patterns into actionable product initiatives. • Experimentation & Optimization: Work closely with Data Science to design, execute, and analyze A/B tests on search relevance, navigation flows, and AI chat prompts, iterating rapidly based on results. • Cross‑Functional Collaboration: Align CS operations, Design, Engineering, Data Engineering, and external solution providers toward shared goals, fostering a culture of transparent communication. • KPIs & Impact Measurement: Own metrics such as search success rate, self‑service completion, contact volume, and Net Promoter Score (NPS), delivering regular performance dashboards to leadership. • Scalable Tooling Expansion: Identify opportunities to extend product management oversight to additional CS tools (e.g., ticketing platforms, knowledge bases) as business needs evolve. • Cultural Ambassador: Embody arenaflex’s distinct values—freedom and responsibility, curiosity, inclusion—by championing open feedback loops and inclusive decision‑making. Essential Qualifications • Minimum 7 years of product management experience in consumer‑facing or B2C platforms, with a demonstrable record of delivering measurable improvements to user experience. • Deep familiarity with Customer Service operations and prior ownership of a Help Center, knowledge base, or self‑service portal. • Proven ability to translate complex data sets into clear product hypotheses and roadmaps. • Strong knowledge of A/B testing frameworks, statistical significance, and experiment design. • Excellent written and verbal communication skills; ability to craft compelling presentations, executive briefs, and stakeholder updates. • Demonstrated leadership without formal authority—building influence across engineering, design, data, and operations teams. • Fast learner who thrives in a high‑velocity, global environment and can juggle multiple priorities under pressure. Preferred Qualifications & Nice‑to‑Have Skills • Experience integrating Generative AI or large‑language‑model (LLM) chat solutions into customer‑facing products. • Background in user research, usability testing, and human‑centered design principles. • Hands‑on familiarity with modern analytics tools (SQL, Looker, Amplitude, Mixpanel) and data visualization. • Exposure to global product rollouts and multilingual user experiences. • Passion for the entertainment industry and a curiosity about emerging media consumption trends. Core Skills & Competencies • Strategic Thinking: Ability to see the big picture while drilling down into tactical execution. • Customer Empathy: