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 not just building a better internet – we're building a community that empowers people to make a difference. Our mission is to create a more connected, inclusive, and accessible world, and we're looking for talented individuals to join our team and help us achieve this vision.
As a Customer Experience & Support Product Marketing Manager at arenaflex, you'll play a critical role in shaping the voice of our products and driving customer engagement and support efforts. You'll work closely with our cross-functional teams to develop and execute customer-facing help and support initiatives that enhance the arenaflex customer experience. If you're passionate about creating exceptional customer experiences and have a knack for developing innovative marketing strategies, we want to hear from you!
**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 growing, inclusive team is expanding as we connect more cities and people. We're committed to creating an accessible, inclusive workplace for everyone and strive to make a positive impact on our communities.
**Role Description**
As a Customer Experience & Support Product Marketing Manager, you'll 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'll 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. You'll work in partnership with our digital, brand, and product strategy and customer support teams focused on improving the customer experience.
**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 growing, inclusive team that's making a positive impact on our communities
* Collaborative and dynamic work environment that encourages innovation 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 skills
* Access to cutting-edge technology and tools to help you succeed in your role
**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, 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 have a knack for developing innovative marketing strategies, we want to hear from you! Apply now to join our team and help us shape the future of internet services.
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