Experienced Full Stack Product Manager – Customer Service Innovation at arenaflex
At arenaflex, we're revolutionizing the way people consume entertainment and connect with each other. With over 200 million subscribers worldwide, we're constantly pushing the boundaries of innovation to deliver exceptional experiences for our users. As a key player in our Customer Service (CS) organization, the CS Innovation team is dedicated to ensuring that our customers receive top-notch support whenever they need it. We're seeking an experienced Product Manager to lead and drive growth in enhancing our agents' and customers' experience on our contact center platform. In this role, you'll have the opportunity to wear multiple hats, collaborating with cross-functional teams, including design, engineering, operations, and data science, as well as external partners to deliver a world-class platform experience that empowers our CS team to provide an extraordinary customer experience while reaching Netflix CS. As a Product Manager, you'll be a vital contributor to shaping the future of our contact center platform through the adoption of external solutions and helping to create and execute long-term strategies and roadmaps.
About arenaflex
arenaflex is a global entertainment company that produces and distributes original content to over 190 countries. Our mission is to entertain, inform, and connect people around the world, and we're committed to delivering exceptional experiences for our customers. With a strong focus on innovation, we're constantly pushing the boundaries of what's possible in the entertainment industry.
Job Description
We're seeking an experienced Product Manager to lead and drive growth in enhancing our agents' and customers' experience on our contact center platform. As a Product Manager, you'll be responsible for providing product management leadership to our contact center platform, including new feature adoption, feature enhancements, data pipelines, APIs, and integrations with our internal tools through close collaboration with our external solution providers.
Key Responsibilities:
* Provide product management leadership to our contact center platform, including new feature adoption, feature enhancements, data pipelines, APIs, and integrations with our internal tools through close collaboration with our external solution providers.
- Assist in defining strategy, gathering requirements, explaining prioritization, identifying risks, and obstacles, delivering, and creating a roadmap.
- Collaborate with every CS functional team to better understand their vision and challenges and deliver the best possible solutions together.
- Manage integrations and adoption of products, including close collaboration with our engineering and data science teams as well as external solution providers and consulting firms.
- Grasp differences in support expectations in various regions around the world, and designer experience as well.
- Grow product management responsibility to other tools as business needs present.
- Embody the unique arenaflex culture.
What We're Looking For:
* 4+ years of experience in product management for consumer or customer-facing products.
- Ability to make tough decisions informed by both data and judgment.
- Deep focus on delivering an exceptional customer and agent experience.
- Proven track record of executing projects that quantifiably improved customer and agent experiences.
- Organizational leadership and influence without authority.
- Exceptional written and verbal communication skills: great presentations and introductions, ability to build trust and create collaborative organizations cross-functionally is critical.
- Ability to motivate, propel, and lead creators and designers.
- Related experience working with CCaaS, CPaaS, UCaaS, and CRM products whether an external or in-house build.
- Related experience focusing on Customer Support.
- Experience working on global products is also useful.
What We Offer:
* Competitive salary: $28-$35/hour
- Opportunity to work with a global entertainment company
- Collaborative and dynamic work environment
- Professional growth and development opportunities
- Comprehensive benefits package
- Flexible work arrangements, including remote work options
How to Apply:
If you're a motivated and experienced product manager looking to join a dynamic and innovative team, please apply through our website. We can't wait to hear from you! Apply for this job