**Product Manager, Customer Service Technology – Contact Center Platform Development (Part-Time Remote)**

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About Arenaflex

Welcome to arenaflex – a dynamic and innovative company at the forefront of transforming how businesses connect with their customers. While we may not have the massive global subscriber base of some entertainment giants, we are building something equally impactful: the next generation of customer service technology that empowers support teams to deliver exceptional experiences. At arenaflex, we believe that when customers reach out for help, nothing should stand between them and a resolution. Our mission is to create seamless, intuitive, and powerful tools that enable support professionals to do their best work.

We're looking for a talented and experienced Product Manager to join our Customer Service Technology team. In this role, you'll be instrumental in shaping the future of our contact center platform – the backbone of our customer support operations. You'll work alongside talented designers, engineers, data scientists, and operations specialists to build solutions that make a real difference in the lives of both our customers and our support agents.

If you're passionate about product management, thrive in cross-functional environments, and want to be part of a company that values innovation, autonomy, and excellence, then arenaflex is the place for you.

Position Overview

We are seeking an experienced Product Manager to lead and drive growth in improving our contact center platform experience for both our customers and support specialists. This is a part-time position offering 8 hours per day flexibility, with the opportunity to work remotely from Arkansas, USA.

As the Product Manager for Customer Service Technology, you will be the central player in shaping the future of our contact center platform. You'll collaborate with design, engineering, operations, and data engineering teams, as well as third-party solution providers, to deliver a world-class platform experience. Your work will directly enable our Customer Service team to provide exceptional support to customers reaching out to arenaflex.

This is a senior-level role where you'll focus on driving a cross-functional team without direct reports. This structure allows you to concentrate on making a massive impact on our customer and agent experience without the overhead of managing a large organization.

Key Responsibilities

• Contact Center Platform Leadership: Provide product management ownership of our contact center platform, including new feature adoption, feature enhancements, data pipelines, APIs, and integrations with our internal tools. Work closely with third-party solution providers to ensure seamless functionality.
• Strategy and Roadmap Development: Assist in defining strategy, gathering requirements, clarifying prioritization, identifying dependencies, mitigating risks and obstacles, communicating effectively, and creating a comprehensive product roadmap.
• Cross-Functional Partnership: Partner with all Customer Service functional groups to better understand their vision and challenges, delivering optimal solutions together. Build strong relationships across departments to ensure alignment and successful outcomes.
• Feature Implementation Management: Manage the integration and adoption of product features through close collaboration with our engineering and data science teams, as well as third-party solution providers and consulting firms as needed.
• Global Market Understanding: Understand differences in support expectations across various regions around the world and design experiences accordingly. Adapt our platform to meet diverse cultural and operational needs.
• Expanded Product Ownership: Extend product management responsibilities to additional tools as business needs present, demonstrating flexibility and a growth mindset.
• Culture Embodiement: Embody the unique arenaflex culture of innovation, collaboration, and excellence in everything you do.

What We're Looking For

Required Qualifications and Experience

• Product Management Experience: Minimum of 5+ years of experience in product management for consumer or internal-facing products. You should have a proven track record of successfully launching and managing products that deliver real value.
• Customer Service Technology Background: Related experience focusing on customer service contact centers is a must. You should understand the unique challenges and opportunities in this space.
• Contact Center Platform Expertise: Related experience working with Contact Center Platform, CCaaS (Contact Center as a Service), CPaaS (Communications Platform as a Service), or UCaaS (Unified Communications as a Service) – whether third-party or in-house built – is a must.
• Decision-Making Skills: Ability to make tough decisions informed by both data and judgment. You should be comfortable navigating ambiguity and driving results despite incomplete information.
• Customer Experience Focus: Deep focus on delivering great client and specialist experiences. Every decision you make should keep the end-user in mind.
• Proven Results: Demonstrated track record of executing projects that measurably improved customer and agent experiences. We want to see concrete examples of your impact.
• Influence Without Authority: Strong organizational leadership and influence without direct power. You should be able to inspire and guide teams without formal authority.
• Communication Excellence: Outstanding written and verbal communication skills. Great updates and presentations are essential, along with the ability to build trust and create collaborative relationships across functions.
• Technical Leadership: Ability to move, motivate, and lead engineers and developers. You should be comfortable working alongside technical teams and guiding them toward shared goals.

Preferred Qualifications

• Experience managing global products is also beneficial


• Familiarity with data analytics and metrics-driven product development


• Background in SaaS product management


• Understanding of emerging contact center technologies and trends


• Experience working with remote or distributed teams

Skills and Competencies Required for Success

To excel in this role at arenaflex, you'll need a combination of technical acumen, strategic thinking, and exceptional interpersonal skills:

• Strategic Vision: The ability to see the big picture and chart a long-term path for our contact center platform while executing on immediate priorities.
• Data-Driven Mindset: Comfortable analyzing metrics, interpreting user feedback, and using data to inform product decisions.
• Cross-Functional Collaboration: Proven ability to work effectively with diverse teams including design, engineering, operations, and external partners.
• Stakeholder Management: Skills in managing expectations and building consensus among multiple stakeholders with varying interests.
• Technical Literacy: Solid understanding of APIs, integrations, data pipelines, and cloud-based platforms.
• Adaptability: Ability to pivot quickly when requirements change and comfortable working in a fast-paced environment.
• User Empathy: Deep understanding of both customer and agent needs to create solutions that work for everyone.
• Presentation Skills: Ability to communicate complex ideas clearly to both technical and non-technical audiences.

Career Growth Opportunities and Learning Benefits

At arenaflex, we invest in your professional development. As a Product Manager in our Customer Service Technology group, you'll have numerous opportunities to grow your career:

• Leadership Development: This role offers significant exposure to senior leadership and cross-functional teams, building the skills needed for future leadership positions.
• Technical Exposure: You'll gain deep expertise in contact center technology, CCaaS, CPaaS, and UCaaS platforms – skills that are in high demand across industries.
• Innovation Culture: We encourage experimentation and innovation. You'll have the freedom to test new ideas and learn from both successes and failures.
• Global Perspective: Working with a global customer base will expand your understanding of different markets and customer expectations.
• Skill Diversification: The breadth of this role – spanning product strategy, technical implementation, and stakeholder management – will help you develop a well-rounded skill set.
• Mentorship Opportunities: As a senior PM, you'll have chances to mentor junior team members and contribute to our product management community.

Work Environment and Company Culture

arenaflex is more than just a workplace – we're a community of passionate professionals dedicated to transforming customer service. Here's what you can expect:

• Remote-First Flexibility: Enjoy the freedom to work from home while staying connected with your team through modern collaboration tools.
• Autonomy and Responsibility: We trust our employees to do their best work. You'll have the autonomy to make decisions while being accountable for results.
• Collaborative Culture: We believe the best solutions come from diverse perspectives. You'll work alongside talented colleagues who are eager to collaborate and learn from each other.
• Innovation Focus: We're constantly looking for better ways to serve our customers. Your ideas and innovations will be welcomed and encouraged.
• Work-Life Balance: Our part-time arrangement allows you to maintain a healthy balance between your professional and personal life.
• Inclusive Environment: We value diversity and create an inclusive environment where everyone feels welcome and can contribute their best work.

Compensation, Perks, and Benefits

We recognize that our employees are our greatest asset, and we're committed to providing competitive compensation and comprehensive benefits:

• Competitive Hourly Rate: $26 per hour for this part-time position, with the opportunity for performance-based increases.
• Flexible Schedule: 8-hour workday with flexibility to structure your time in a way that works best for you.
• Remote Work: Work from the comfort of your home in Arkansas or nearby locations.
• Professional Development: Access to training programs, conferences, and learning resources to help you grow.
• Health and Wellness: Comprehensive health insurance coverage (medical, dental, and vision) for you and your family.
• Retirement Benefits: 401(k) plan with company matching to help you save for the future.
• Paid Time Off: Generous PTO policy allowing you to recharge and maintain work-life balance.
• Equipment and Tools: Company-provided laptop and necessary software licenses to enable your success.
• Employee Assistance Program: Access to resources and support for personal and professional challenges.

How to Apply

If you're ready to take the next step in your career and join a team that's passionate about transforming customer service, we want to hear from you!

At arenaflex, we believe in hiring the best talent and providing them with the tools and environment they need to succeed. If you have the experience, skills, and passion we're looking for, apply today and become part of our mission to deliver exceptional customer experiences.

To apply for this position, please submit your resume and a compelling cover letter explaining why you're the perfect fit for this role. We'll review applications on a rolling basis and reach out to qualified candidates for next steps.

Join arenaflex and help us build the future of customer service technology. We can't wait to see what you'll accomplish!

Apply now and take the first step toward an exciting new chapter with arenaflex!