Strategic IVR & Chat Platform Manager – Customer Experience Innovation Lead at arenaflex (Englewood, CO)

About arenaflex – Pioneering the Future of Connectivity

arenaflex is at the forefront of reshaping how millions of households stay connected, entertained, and empowered. From next‑generation satellite television and on‑demand streaming to smart‑home installations, mobile plans, and innovative digital services, arenaflex delivers an integrated ecosystem that simplifies everyday life. Our mission is to make technology intuitive, accessible, and delightful for every customer, no matter where they are.

Operating out of vibrant Englewood, Colorado, arenaflex combines the agility of a tech startup with the stability of an industry leader. Our culture thrives on curiosity, collaboration, and a relentless focus on the customer experience. As we continue to expand our portfolio and explore emerging technologies such as artificial intelligence, cloud‑native architectures, and conversational interfaces, we need visionary leaders who can turn bold ideas into actionable, high‑impact solutions.

Position Overview

The Strategic IVR & Chat Platform Manager will spearhead the modernization and optimization of arenaflex’s self‑service channels. Reporting to senior leadership within the Customer Experience Operations (CXO) division, you will define the roadmap, guide cross‑functional teams, and deliver seamless, AI‑enhanced interactions that empower customers to resolve inquiries quickly and confidently. This role offers high visibility across the organization and the chance to shape the future of arenaflex’s digital support experience.

Key Responsibilities

• Customer‑Centric Strategy: Bridge the gap between evolving customer expectations and arenaflex’s business objectives by continuously analyzing behavior patterns and identifying friction points.
• Product Vision & Roadmap: Define, prioritize, and evolve the IVR and Chat platform roadmap, ensuring alignment with strategic goals, technology trends, and revenue targets.
• Innovation Leadership: Champion the integration of AI, natural language processing, and cloud‑based solutions to create intuitive, predictive self‑service experiences.
• Data‑Driven Improvement: Leverage analytics, A/B testing, and customer insights to iteratively refine interaction flows, reduce abandonment rates, and boost satisfaction scores.
• Cross‑Functional Collaboration: Partner with CXO, Sales, Retention, IT, and engineering teams to gather feedback, align priorities, and implement end‑to‑end enhancements.
• Talent Development: Lead, mentor, and grow a team of product managers and analysts, fostering a culture of accountability, continuous learning, and innovative thinking.
• Channel Economics Management: Own budgetary responsibilities, forecast cost implications of new initiatives, and drive efficiency without compromising quality.
• Stakeholder Communication: Translate complex technical concepts into compelling narratives that secure executive buy‑in and drive organization‑wide adoption.
• Industry Thought Leadership: Stay ahead of emerging trends in conversational AI, contact‑center‑as‑a‑service (CCaaS), and cloud platforms, positioning arenaflex as a market pioneer.

Essential Qualifications

• Proven Product Management Experience: Minimum 5 years managing IVR, chat, or related self‑service products, with a track record of delivering measurable improvements.
• Agile Methodology Expertise: Hands‑on experience guiding product development within Scrum or Kanban frameworks, ensuring rapid iteration and alignment with stakeholder goals.
• Analytical & Strategic Acumen: Strong ability to dissect data, uncover insights, and translate them into strategic product decisions.
• Technical Fluency: Comfortable working with AI/ML models, cloud architectures (AWS preferred), and CCaaS platforms; able to assess feasibility and guide engineering partners.
• Leadership & Mentorship: Demonstrated success leading cross‑functional teams, coaching direct reports, and fostering an inclusive, high‑performance culture.
• Communication Excellence: Confident presenter who can articulate vision, performance metrics, and roadmap updates to senior leadership and diverse audiences.

Preferred Qualifications

• Experience with AWS services such as Lambda, Lex, and Connect, or comparable cloud providers.
• Background in telecommunications or media‑focused enterprises.
• Graduate degree in Computer Science, Business Administration, or a related discipline.
• Certification in Product Management (e.g., AIPMM, Scrum Product Owner).
• Hands‑on exposure to conversational design tools and voice‑user interface (VUI) best practices.

Core Skills & Competencies

• Customer Empathy: Deep understanding of the end‑user journey and a relentless drive to remove obstacles.
• Innovative Problem‑Solving: Ability to conceive creative solutions that blend technology, design, and business value.
• Data Storytelling: Transform raw metrics into compelling narratives that inspire action.
• Project Management Discipline: Skilled at juggling multiple initiatives, setting clear priorities, and delivering on time.
• Collaborative Influence: Build consensus across diverse functional groups without direct authority.
• Financial Savvy: Manage budgets, forecast ROI, and balance cost‑effectiveness with strategic ambition.

Why Join arenaflex?

At arenaflex, you will be part of a vibrant, purpose‑driven organization that values bold ideas, continuous learning, and impactful outcomes. Our employees enjoy:

• Career Growth: Clear pathways for advancement, mentorship programs, and access to industry conferences.
• Learning & Development: Tuition reimbursement, internal training labs, and certifications funded by the company.
• Flexible Work Environment: Hybrid work options, generous time‑off policies, and a results‑oriented culture that trusts you to deliver.
• Competitive Compensation: Base salary ranging from $96,250 to $137,500 annually, plus performance‑based incentives.
• Comprehensive Benefits: Health, dental, and vision coverage; flexible spending accounts; HSA options; 401(k) with company match; Employee Stock Purchase Plan (ESPP); and a robust wellness program.
• Inclusive Culture: A workplace where diversity is celebrated, equity is embedded in every process, and every voice is heard.
• Impactful Work: Directly influence the experience of millions of customers, shaping how they interact with arenaflex’s digital ecosystem.

Work Environment & Culture at arenaflex

Our Englewood campus blends modern collaborative spaces with quiet zones for deep focus. We encourage open communication, regularly host “innovation days” where teams showcase experimental prototypes, and celebrate milestones with community events. arenaflex believes that a happy, engaged team drives exceptional customer experiences.

Compensation, Perks, & Benefits Summary

• Salary Range: $96,250 – $137,500 per year, dependent on experience, skills, and market factors.
• Variable Bonuses: Quarterly performance bonuses tied to key metrics such as customer satisfaction, platform uptime, and innovation milestones.
• Equity Participation: Opportunity to join the Employee Stock Purchase Plan, aligning your success with arenaflex’s growth.
• Health & Wellness: Medical, dental, vision, HSA, flexible spending accounts, and on‑site wellness resources.
• Retirement Planning: 401(k) plan with competitive company match.
• Work‑Life Balance: Flexible hours, remote work days, and a generous paid time‑off policy.
• Professional Development: Access to learning platforms, conference attendance budget, and internal knowledge‑sharing sessions.

Application Process & Next Steps

If you are ready to lead a high‑visibility, transformative initiative that will define the future of arenaflex’s customer self‑service experience, we want to hear from you. Please submit your résumé and a compelling cover letter outlining your relevant achievements and vision for modern IVR and chat platforms.

All candidates will undergo a pre‑employment screening that may include a drug test and background verification. arenaflex is an equal‑opportunity employer committed to providing fair chances for individuals with criminal histories, in compliance with all applicable laws.

Join arenaflex – Elevate the Customer Experience

At arenaflex, you will not just manage a product—you will champion a mission to make technology feel effortless and human. Your expertise will directly impact the lives of millions, while you grow professionally in an environment that celebrates innovation, collaboration, and personal well‑being. Apply today and become a catalyst for the next generation of intelligent, customer‑first experiences.