**Experienced Senior Product Manager – Customer Service Innovation and Social Media Support Strategy**

At arenaflex, we're revolutionizing the way we support millions of customers across multiple social media platforms, while protecting their privacy and security. Our Customer Service - Social Media organization is a dynamic, global team that's passionate about building simple yet elegant solutions that elevate the customer experience. We're seeking a seasoned product manager who can thrive in this diverse environment and drive the long-term strategy for our social media support services. **About arenaflex** arenaflex is a global leader in e-commerce, and our Customer Service organization is one of the most tenured teams within the company. We're committed to providing exceptional support to our customers, and our social media support services are a critical part of that mission. Our team is innovating to meet the challenges of a fast-paced, ever-evolving social media landscape, where new features and channels launch constantly, and customer behavior varies by social media app, demographic, and type of support needed. **A Day in the Life** As a Senior Product Manager within Customer Service - Social Media, you'll be building simple customer solutions for complex business products. You'll focus on understanding each social media app and the different types of support customers need, and develop a roadmap of features and services that ensure every customer can receive the help they need in the most easy and delightful way. Your days will be filled with: * Defining the customer problem, the experience they need, and the long-term strategy for our social media support services * Owning the product roadmap and feature priorities to deliver the right product solution * Clearly communicating requirements from large and diverse sets of customers to influence technical priorities and business strategy * Contributing to business reviews and communicating effectively with technical teams and leadership audiences * Mitigating risks and helping reduce a product's exposure to failure modes * Influencing teams to eliminate problems that stifle innovation or cause customer dissatisfaction * Hiring, mentoring, and developing others **Key Responsibilities** * Manage the lifecycle of a product with considerable impact to the social media support strategy * Define the customer problem, the experience they need, and the long-term strategy * Own the product roadmap and feature priorities to deliver the right product solution * Clearly communicate requirements from large and diverse sets of customers to influence technical priorities and business strategy * Contribute to business reviews and communicate effectively with technical teams and leadership audiences * Mitigate risks and help reduce a product's exposure to failure modes * Influence teams to eliminate problems that stifle innovation or cause customer dissatisfaction * Hire, mentor, and develop others **Essential Qualifications** * Bachelor's degree or equivalent * 5+ years of product or program management, product marketing, business development, or technology experience * Experience owning/driving roadmap strategy and definition * Experience with end-to-end product delivery * Experience with feature delivery and tradeoffs of a product * Experience as a product manager or owner * Experience owning technology products **Preferred Qualifications** * Experience influencing senior leadership through data-driven insights * Experience working across functional teams and senior stakeholders **About the Team** Our team is a diverse and inclusive group of professionals who are passionate about building simple yet elegant solutions that elevate the customer experience. We're committed to providing exceptional support to our customers, and our social media support services are a critical part of that mission. We benefit from being part of the wider Customer Service organization, one of the most tenured teams at arenaflex, so we can learn from the experience of building tools to assist customers on traditional channels such as email, phone, and chat. **Compensation and Benefits** arenaflex is committed to a diverse and inclusive workplace. We offer a competitive compensation package that reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $124,500/year in our lowest geographic market up to $206,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. arenaflex is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. **How to Apply** If you're passionate about this role and want to make an impact on a global scale, please apply! We value people with unique backgrounds, experiences, and skillsets. We're an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Apply Job! Apply for this job