Experienced Customer Experience & Support Product Marketing Manager – Driving Customer Engagement and Satisfaction at arenaflex
At arenaflex, we're revolutionizing the way people connect and experience the world around them. As a leading provider of innovative internet services, we're committed to delivering exceptional customer experiences that empower our users to achieve more. Our mission is to create a welcoming and inclusive community where talented individuals can grow their careers and make a meaningful impact. As a key member of our Customer Marketing team, the Customer Experience & Support Product Marketing Manager will play a pivotal role in shaping the voice of our products and driving customer engagement. This is an exciting opportunity to join a dynamic and growing team that's passionate about making a difference in the lives of our customers.
About arenaflex
arenaflex is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. Our team is expanding rapidly as we connect more cities and people, and we're looking for talented individuals who share our vision and values.
Role Description
As the Customer Experience & Support Product Marketing Manager, you will be responsible for creating and driving customer-facing help and support efforts to ensure arenaflex customers receive timely, valuable communications across our various marketing platforms. You will play a key role in executing the program roadmap for Help Center content and how it is consumed across various channels, including Web, Digital, and In-App systems.
Key Responsibilities
* Own the strategy for operating the customer-facing Help Center end-to-end
- Manage the execution of customer support and communications programs & initiatives that enhance the arenaflex customer experience, including Help Center content, transactional email, and other marketing collateral
- Collaborate consistently on cross-functional projects for organization-wide initiatives, including new product launches, product updates, and addressing customer pain points
- Work to leverage and define insights on tracking benchmarks and key performance indicators to provide a rigorous plan of continuous content improvement for arenaflex customers
- Support the development of a roadmap for Help Center content and how it is syndicated across channels such as Web, Portal, and internal knowledge bases
- Ensure customer marketing initiatives are represented across different help-based projects and act as the primary liaison between Customer Marketing and other cross-functional teams on those initiatives
Minimum Qualifications
* 5 years of experience in a help or support content, user education content, technical writing, or content strategy role
- Experience with content management systems and software KMS and Lighthouse
- Experience utilizing research techniques to understand the customer journey, insight frameworks, and analyze data into actionable feedback to drive engagement across products, services, and experiences
- Experience driving product vision and cross-channel communications
- Experience in technical program/project management
Preferred Qualifications
* Strategy and operations background, in-house or as a consultant
- HTML experience
- SEO experience
- Previous experience working in devices and hardware or telecommunications
What We Offer
* Competitive US base salary range of $105,000-$154,000 + bonus + equity + benefits
- Opportunity to work with a dynamic and growing team that's passionate about making a difference
- Collaborative and inclusive work environment that values diversity and creativity
- Comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off
- Professional development opportunities to help you grow your career and achieve your goals
Equal Opportunity Employment
arenaflex is committed to equal opportunity employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, citizenship, marital status, disability, or Veteran status. Disclosure is voluntary, and this information will be kept confidential in compliance with arenaflex's Candidate Privacy Policy. For more information, please refer to our Equal Employment Opportunity Policy and the EEOC's "Know your rights: workplace discrimination is illegal" (PDF).
Accommodations for Applicants
It's essential to us to create an accessible and inclusive workplace for everyone. If you have a need that requires accommodation, please let us know by completing our accommodations for applicants form. Our candidate accommodations team will then connect with you to confidentially discuss your options.
How to Apply
If you're passionate about creating exceptional customer experiences and driving customer engagement, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and our team will be in touch to discuss your qualifications and next steps. Apply Now! Apply for this job