Senior Product Marketing Manager – Customer Experience & Support Strategy for Digital Connectivity Services

About arenaflex – Pioneering the Future of Digital Connectivity

arenaflex is on a mission to deliver ultra‑fast, reliable internet experiences that empower individuals, strengthen communities, and unlock limitless possibilities. As a leading provider of high‑speed broadband services across the United States, arenaflex blends cutting‑edge technology with a people‑first philosophy. Our purpose‑driven culture attracts innovators who want to make a tangible impact, grow their careers, and help shape the next generation of digital experiences.

At arenaflex, we believe that great internet is more than just speed—it’s a catalyst for education, entrepreneurship, healthcare, entertainment, and social connection. Our inclusive, fast‑growing team works collaboratively across product, engineering, sales, and communications to bring seamless, customer‑centric solutions to homes and businesses nationwide. If you thrive in an environment where curiosity is rewarded, collaboration is the norm, and every voice matters, you’ll feel right at home here.

Role Summary – Customer Experience Product Marketing Manager

The Customer Experience Product Marketing Manager will own the end‑to‑end strategy, creation, and delivery of help‑center content and support communications that guide arenaflex customers through their journey. This role sits at the intersection of product, digital, brand, and support teams, translating complex technical concepts into clear, helpful, and engaging experiences across web, app, email, and portal channels. You will be the champion for the customer’s voice, ensuring that every piece of help content, transactional email, and support collateral not only resolves issues but also deepens loyalty and drives advocacy.

Key Responsibilities

• Strategic Ownership: Define and execute the comprehensive strategy for arenaflex’s customer‑facing Help Center, from content architecture to multi‑channel distribution.
• Content Development & Management: Lead the creation, editing, and maintenance of help articles, FAQs, troubleshooting guides, and video tutorials, ensuring accuracy, relevance, and SEO best practices.
• Cross‑Functional Collaboration: Partner with product managers, engineers, legal, sales, and corporate communications to align help content with new product launches, feature updates, and regulatory requirements.
• Performance Measurement: Establish KPIs (e.g., resolution rate, time‑to‑solution, CSAT, content usage analytics) and implement continuous improvement loops based on data‑driven insights.
• Channel Syndication: Design and maintain a roadmap for syndicating Help Center content across web portals, in‑app help widgets, email campaigns, and internal knowledge bases.
• Customer Communication Programs: Oversee the planning and execution of transactional email series, in‑product notifications, and other support‑related marketing collateral.
• Insight Generation: Conduct research—surveys, usability testing, and analytics—to uncover pain points, inform content gaps, and prioritize enhancements.
• Project Management: Drive technical program initiatives, manage timelines, coordinate resources, and ensure deliverables meet quality standards and launch schedules.
• Advocacy & Training: Serve as the primary liaison between the Customer Marketing team and support operations, providing training, best‑practice guidance, and advocacy for customer‑centric initiatives.

Minimum Qualifications

• 5+ years of experience creating help or support content, user education material, technical writing, or content strategy for technology‑focused products.
• Proficiency with content management systems (CMS) and knowledge‑management platforms (e.g., Lighthouse, Confluence, Zendesk, or similar).
• Demonstrated ability to apply research techniques—customer journey mapping, insight frameworks, and data analysis—to translate findings into actionable content improvements.
• Strong track record of shaping product vision and delivering cross‑channel communications that drive engagement and adoption.
• Experience managing complex technical programs or projects, including scope definition, stakeholder alignment, and risk mitigation.

Preferred Qualifications

• Background in strategy and operations, either as an in‑house specialist or consulting professional.
• Hands‑on experience with HTML, CSS, and basic front‑end editing to ensure content renders correctly across platforms.
• SEO expertise, including keyword research, on‑page optimization, and performance tracking.
• Prior exposure to hardware, telecommunications, or device‑focused environments, providing context for technical troubleshooting.

Core Skills & Competencies

• Communication Excellence: Ability to distill complex technical concepts into clear, concise, and user‑friendly language.
• Analytical Mindset: Comfort working with data dashboards, A/B testing results, and usage metrics to inform content strategy.
• Collaboration & Influence: Proven skill in building consensus across diverse functional teams and influencing without direct authority.
• Customer‑Centric Focus: Deep empathy for end‑users, with a passion for removing friction and enhancing satisfaction.
• Project Leadership: Strong organizational abilities, timeline management, and the capacity to juggle multiple initiatives simultaneously.
• Technical Acumen: Familiarity with broadband technologies, networking concepts, and the broader digital services landscape.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its employees. As a senior member of the Customer Marketing team, you will have access to:

• Mentorship from senior product leaders and seasoned marketers.
• Leadership development programs focused on strategic thinking, people management, and cross‑functional influence.
• Continuous learning stipends for certifications, conferences, and online courses (e.g., UX writing, SEO, data analytics).
• Opportunities to lead high‑visibility, company‑wide initiatives such as new product rollouts, global support transformations, and brand‑experience redesigns.
• A clear pathway toward senior director or head of customer experience roles as arenaflex expands its service footprint.

Culture & Work Environment at arenaflex

Our culture is built on three pillars: Innovation, Inclusion, and Impact. We celebrate diverse perspectives, encourage bold ideas, and empower every employee to own outcomes. Key cultural highlights include:

• Inclusive Community: Employee resource groups, mentorship circles, and regular inclusion workshops foster a sense of belonging.
• Flexible Work Options: Hybrid work model with the ability to work remotely up to three days per week, complemented by modern office spaces designed for collaboration.
• Health & Well‑Being: Comprehensive medical, dental, and vision plans, mental‑health resources, and wellness stipends.
• Community Engagement: Volunteer days, charitable matching programs, and partnerships with local schools to bridge the digital divide.
• Recognition & Rewards: Quarterly awards, peer‑to‑peer recognition platforms, and performance‑based bonuses.

Compensation, Perks & Benefits

arenaflex offers a competitive total‑reward package that reflects the expertise you bring to the role. While exact figures vary by location, the package typically includes:

• Base salary ranging from $105,000 to $154,000 (U.S. market‑adjusted).
• Annual performance bonus tied to individual and company outcomes.
• Equity participation through stock options or restricted stock units, aligning your success with arenaflex’s growth.
• Comprehensive health, dental, and vision coverage for you and your dependents.
• Generous paid time off (PTO), parental leave, and flexible holidays.
• Retirement savings plans with company matching contributions.
• Professional development budget, tuition reimbursement, and access to internal learning platforms.
• Employee assistance programs, wellness apps, and on‑site fitness facilities where applicable.

Commitment to Equal Opportunity & Accessibility

arenaflex is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, citizenship, marital status, disability, or veteran status. Accommodations are available throughout the hiring process—please let us know if you need assistance.

Why Join arenaflex?

If you are passionate about turning technical complexity into delightful, self‑service experiences, and you thrive in a collaborative, fast‑moving environment, this role offers the perfect platform to make a lasting impact. You will shape the voice of arenaflex’s support ecosystem, influence product direction, and directly contribute to the satisfaction of millions of customers nationwide.

Ready to elevate the customer experience at arenaflex? Submit your application today and become part of a team that’s redefining how people connect, learn, and grow.

Apply Now – Join arenaflex!