Senior Product Manager – Member Management Platform & Customer Experience Technology

About arenaflex

arenaflex stands as one of the world's most influential entertainment and digital experience companies, serving hundreds of millions of paid members across more than 190 countries. Our members enjoy an extraordinary library of TV series, films, and games spanning countless genres and languages, with the freedom to play, pause, and resume their favorite content whenever and wherever they choose. Behind every seamless viewing moment is a sophisticated ecosystem of technology, talent, and customer service excellence.

At arenaflex, our Customer Service (CS) organization is the human touchpoint that ensures nothing stands between our members and the stories, games, and experiences they love. The CS Technology team powers this mission by architecting and maintaining the enterprise platforms, tools, and integrations that enable our support agents to deliver world-class service at unmatched scale. We are seeking a seasoned product leader to shape the next generation of our member management platform and drive innovation that transforms both customer and agent experiences globally.

The Opportunity

We are hiring a Senior Product Manager – Member Management Platform & Customer Experience Technology to lead the strategy, roadmap, and execution of one of the most critical enterprise platforms within arenaflex. This is a senior, high-impact role for a product leader who thrives at the intersection of technology, customer empathy, operational excellence, and global scale.

As the product owner of our member management platform, you will own the full product lifecycle—from vision and strategy to prioritization, execution, and continuous improvement. You will partner closely with design, engineering, data science, operations, insights, analytics, and third-party solution providers to deliver a best-in-class enterprise experience that empowers our customer service teams to delight members in every interaction.

While this is a senior individual contributor role without direct reports, you will lead through influence, orchestrating cross-functional teams across multiple geographies and time zones. Like the most successful product leaders at arenaflex, your impact will be measured not by the size of your team, but by the magnitude of the experiences you help create.

Key Responsibilities

• Platform Product Leadership: Provide end-to-end product management leadership for our member management platform, including features, capabilities, data pipelines, APIs, and integrations with third-party solutions and enterprise tools.
• Strategy & Roadmap: Define and evolve the long-term product strategy, capture detailed requirements, clarify prioritization, identify dependencies, mitigate risks and impediments, and maintain a clear, communicated roadmap aligned with business objectives.
• Cross-Functional Partnership: Collaborate deeply with each CS functional team to understand their vision, challenges, and operational realities, and co-create the best possible solutions together.
• Delivery & Execution: Manage the development and delivery of product features through close partnership with engineering, data science, third-party solution providers, and consulting firms, ensuring on-time, high-quality launches.
• Global Experience Design: Understand and respond to nuanced differences in support expectations across regions worldwide, and tailor experiences accordingly. This includes accounting for variations across arenaflex's diverse services and products, such as Streaming, Games, Live Experiences, and Ads.
• Scope Expansion: Proactively expand product management responsibilities to additional tools and platforms as business needs evolve, demonstrating ownership and adaptability.
• Cultural Stewardship: Embody and champion the distinctive arenaflex culture, modeling our values of freedom, responsibility, curiosity, and candor in every interaction.

What We Are Looking For

Essential Qualifications

• Product Management Experience: 5+ years of experience in product management for consumer-facing or internal-facing products, with a proven track record of delivering measurable business impact.
• Customer Service & Contact Center Expertise: A deep, hands-on understanding of the Customer Service business and contact center operations is required.
• Member Management Platform Experience: Prior experience working with member management products—whether third-party platforms or in-house builds—is essential.
• Global, Fast-Paced Environment: The ability to learn quickly, adapt rapidly, and thrive in a fast-paced, global organization.
• Multitasking & Prioritization: Exceptional ability to manage multiple high-priority initiatives simultaneously in high-pressure environments without sacrificing quality.
• Communication Excellence: Outstanding written and verbal communication skills, with the ability to craft compelling memos, deliver powerful presentations, build trust, and create collaborative partnerships across functions.
• Leadership Without Authority: Demonstrated ability to lead, influence, and inspire cross-functional teams without direct managerial authority.
• Decision-Making: The ability to make tough, informed decisions by balancing quantitative data with qualitative judgment.
• Team Inspiration: A natural ability to inspire, motivate, and elevate designers, engineers, and partners.
• Execution Track Record: A demonstrated history of executing projects that measurably improved both customer and agent experiences.
• Customer Obsession: A deep, unwavering focus on delivering outstanding customer and agent experiences in everything you ship.

Preferred Qualifications

• Experience working on global products and large-scale enterprise platforms.
• Familiarity with data pipelines, APIs, and complex third-party integrations.
• Background in managing products that support operational teams at scale.
• Experience working with geographically distributed teams and partners.

Skills and Competencies for Success

• Strategic Thinking: The ability to see the big picture while sweating the details that matter.
• Technical Fluency: Comfortable discussing architecture, APIs, data flows, and integration patterns with engineers and data scientists.
• Operational Empathy: A deep understanding of the day-to-day realities of customer service agents and operational teams.
• Global Mindset: Cultural sensitivity and awareness of regional nuances in customer expectations.
• Resilience & Adaptability: Comfortable navigating ambiguity and shifting priorities in a high-growth environment.
• Stakeholder Management: Skilled at aligning diverse stakeholders around a shared vision and common goals.

Career Growth and Learning Opportunities

At arenaflex, product managers are empowered to operate with remarkable autonomy and ownership. This role offers a unique opportunity to shape a platform that directly impacts hundreds of millions of members and thousands of support agents worldwide. You will work alongside some of the brightest minds in technology, design, data science, and operations, and gain exposure to the full spectrum of enterprise product development at unprecedented scale.

We invest deeply in our people. Product managers at arenaflex have access to continuous learning opportunities, cross-functional collaboration experiences, and the chance to expand their scope as the business evolves. Whether you aspire to deepen your expertise in platform product management, expand into adjacent product areas, or grow into broader leadership roles, arenaflex provides the environment, mentorship, and opportunities to help you get there.

Work Environment and Culture at arenaflex

arenaflex is renowned for its distinctive culture—one built on freedom, responsibility, candor, and excellence. We hire exceptional people and trust them to make informed decisions. Our environment is fast-paced, high-performance, and deeply collaborative. We value diverse perspectives, bold thinking, and the courage to challenge conventional approaches.

Diversity, inclusion, and belonging are foundational to who we are. We celebrate diversity of thought, background, and experience, recognizing that stronger teams are built when different voices come together. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

Compensation, Perks, and Benefits

At arenaflex, our compensation philosophy is designed to attract and retain top-tier talent. Generally, our structure consists solely of an annual salary; we do not offer traditional bonuses. Each year, you have the flexibility to choose how much of your compensation you want allocated to salary versus stock options, allowing you to optimize your personal financial strategy.

To determine your top-of-market compensation, we consider market indicators along with your specific job family, background, skills, and experience. The compensation range for this role is $160,000 – $390,000, depending on experience and location.

arenaflex provides a comprehensive benefits package designed to support your health, financial well-being, and family, including:

• Comprehensive Health Plans
• Mental Health support resources
• 401(k) Retirement Plan with employer match
• Stock Option Program
• Disability Programs
• Health Savings and Flexible Spending Accounts
• Family-forming benefits
• Life and Serious Injury Benefits
• Paid leave of absence programs
• Generous paid time off—full-time hourly employees accrue 35 days annually for vacation, holidays, and sick time, while full-time salaried employees enjoy flexible time off from day one

Why Join arenaflex?

If you are a seasoned product manager who is passionate about building enterprise platforms that power exceptional customer experiences at global scale, this is your opportunity to make a defining impact. At arenaflex, you will shape the technology that enables millions of members to seamlessly access the entertainment they love—and you will do it alongside a team that values excellence, autonomy, and innovation.

We are looking for curious, driven, and courageous product leaders who are ready to roll up their sleeves, partner across functions, and deliver extraordinary results. If that sounds like you, we encourage you to apply and explore what is possible at arenaflex.

This role is open for no less than 7 days and will remain posted until the position is filled.