Senior Product Manager, Contact Center Technology & Customer Support Platform Experience

Join arenaflex and Shape the Future of Customer Service More than 200 million people worldwide trust and love arenaflex for their entertainment needs. When they settle in to watch their favorite shows, movies, and games, we want to ensure nothing comes between them and those moments of joy. arenaflex Customer Support (CS) is here to help our members whenever they need assistance, and we're looking for an exceptional leader to help us deliver world-class support experiences. The CS Technology team is an integral part of the Customer Support organization at arenaflex. We are responsible for ensuring that the right customer service tools and technologies are in place and functioning optimally to support the operations, growth, and scalability of our customer support business both today and into the future. We are currently seeking an experienced and passionate Senior Product Manager to lead and drive innovation in improving our contact center platform experience for both our members and our support specialists. This is a unique opportunity to make a significant impact on how millions of customers interact with arenaflex every single day. You'll be at the forefront of transforming our customer service technology stack, working with cutting-edge solutions and collaborating with talented teams across the organization. What You'll Do As a Product Manager for our Contact Center Platform, you'll need to have the enthusiasm and ability to wear multiple hats, collaborating with design, engineering, operations, and data engineering teams as well as third-party solution providers to deliver the top-tier platform experience that enables our Customer Support team to provide exceptional customer experiences. In this role, you'll be a key player in shaping the future of our contact center platform through the adoption of innovative third-party solutions and helping to create and execute the long-term strategic roadmap. Although this is a senior role, as with most other PMs at arenaflex, you will be focused on driving a cross-functional team without direct reports, so you can concentrate on having a massive impact on our customer and specialist experience without managing an organization. Key Responsibilities • Provide product management leadership for our contact center platform including new feature adoption, feature enhancements, data pipelines, APIs, and integrations with our internal tools through close working relationships with our third-party solution providers • Assist in defining the strategy, gathering requirements, clarifying prioritization, identifying dependencies, mitigating risks and obstacles, communicating, and creating a comprehensive roadmap • Collaborate with every CS functional team to better understand their vision and challenges and deliver optimal solutions together • Manage the integration and adoption of products including through close collaboration with our engineering and data scientist teams as well as third-party solution providers or potential consulting firms • Understand differences in support expectations across different regions around the globe and tailor the experience accordingly • Extend product management responsibility to additional tools as business needs evolve • Champion and embody the unique arenaflex culture in everything you do • Drive the vision and strategy for next-generation contact center capabilities • Lead vendor evaluations, negotiations, and ongoing relationship management • Analyze customer and agent feedback to identify pain points and opportunities for improvement • Create business cases and ROI analysis for new initiatives What We're Looking For We're seeking a talented individual who combines strategic thinking with hands-on execution skills. The ideal candidate will be passionate about customer experience and have a proven track record of delivering technology solutions that make a real difference. Essential Qualifications • 4+ years of experience in product management for reputed company-facing or internally-facing products • Ability to make tough decisions informed by both data and judgment • Deep focus on delivering excellent customer and agent experiences • Demonstrated track record of executing projects that measurably improved customer and agent experiences • Organizational leadership and influence without authority • Excellent written and verbal communication skills: exceptional updates and presentations, an ability to build trust and create collaborative networks cross-functionally is critical • Ability to move, inspire, and lead developers and engineers • Related experience working with CCaaS, CPaaS, UCaaS, and CRM products