Experienced Full Stack Product Manager – Social Media Customer Service Strategy and Operations

At arenaflex, we're revolutionizing the way we interact with our customers across the globe. As a key member of our Social Media Customer Service (SMCS) organization, you'll play a pivotal role in shaping the future of customer support on social media. We're looking for a seasoned product manager who can drive innovation, lead cross-functional teams, and deliver solutions that exceed customer expectations.

Join the arenaflex Team

As a global leader in e-commerce, arenaflex is committed to providing exceptional customer experiences across all touchpoints. Our SMCS organization is at the forefront of this effort, leveraging social media to connect with millions of customers worldwide. We're not just responding to customer inquiries; we're building relationships, resolving issues, and creating a positive impact on our customers' lives.

A Day in the Life

As a Senior Product Manager, Social Media Customer Service, you'll be responsible for developing and delivering a comprehensive roadmap that enables tens of thousands of associates to provide support to millions of customers across hundreds of social media handles. You'll work closely with business stakeholders to build a long-term strategy that scales support in alignment with marketing and advertising plans. Your expertise will be essential in driving process improvement, automation, and simplification projects, prioritizing and making trade-off decisions between effort and impact.

Key Responsibilities

* Develop and deliver a roadmap that enables global associates to provide support to millions of customers across social media channels

• Collaborate with business stakeholders to build a long-term strategy that scales support in alignment with marketing and advertising plans
• Support process improvement, automation, and simplification projects, prioritizing and making trade-off decisions between effort and impact
• Conduct customer and associate research to inform social media strategy and identify opportunities for growth
• Influence a broad range of stakeholders, including customer service technical teams, social media stakeholders, and senior leadership

Essential Qualifications

* 5+ years of end-to-end product delivery experience

• Proven track record of influencing senior leadership through data-driven insights
• Bachelor's degree or equivalent experience

Preferred Qualifications

* Master's degree or equivalent

• Experience working across functional teams and senior stakeholders
• Experience owning technology products
• Experience owning feature delivery and trade-offs of a product
• Knowledge of customer operations or social media

Skills and Competencies

* Strong product management skills, with experience in developing and delivering comprehensive roadmaps

• Excellent communication and interpersonal skills, with the ability to influence cross-functional teams and senior stakeholders
• Data-driven approach, with experience in analyzing customer and associate research to inform strategy
• Strong problem-solving skills, with the ability to prioritize and make trade-off decisions between effort and impact
• Experience working in a fast-paced, ever-evolving environment, with a focus on customer-centricity

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. As a Senior Product Manager, Social Media Customer Service, you'll have access to a range of learning and development opportunities, including:

• Regular training and development programs, focused on product management, customer service, and social media
• Mentorship and coaching from experienced product managers and customer service leaders
• Opportunities to work on high-impact projects, with a focus on customer-centricity and innovation
• Collaborative and dynamic work environment, with a focus on teamwork and cross-functional collaboration

Work Environment and Company Culture

arenaflex is a global company with a diverse and inclusive workplace. Our SMCS organization is a dynamic and fast-paced team, with a focus on customer-centricity and innovation. We're committed to creating a positive and supportive work environment, with a focus on teamwork, collaboration, and employee well-being.

Compensation, Perks, and Benefits

arenaflex offers a comprehensive compensation package, including:

• Competitive base salary, ranging from $124,500/year to $206,000/year, depending on location and experience
• Equity, sign-on payments, and other forms of compensation, as part of a total compensation package
• Full range of medical, financial, and other benefits, including:

+ Medical, dental, and vision coverage + Maternity and parental leave options + Paid time off (PTO) + 401(k) plan

How to Apply

If you're passionate about customer-centricity, innovation, and social media, we'd love to hear from you! Apply now to join our arenaflex team and help shape the future of customer support on social media.

Contact Information

For more information about this role, please contact our Talent Acquisition team at [arenaflex Talent Acquisition](mailto:arenaflex Talent Acquisition).

Equal Opportunity Employer

arenaflex is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit [arenaflex Disability Accommodations](https://www.arenaflex.com/disability-accommodations).

Job ID

A2767833

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