The player is not the Arbiter. Did you not pay any attention to the story at all? The Arbiter is a benevolent and apparantly female (called “she”) divine being who communes with each soul that passes into the afterlife and then determines where that person should spend eternity. Something attacked the Arbiter before we showed up–sometime during Legion’s events–knocking her out cold, and she’s been unresponsive ever since. Souls go directly the Maw, now, denied their rightful afterlife since the Arbiter is no longer guiding souls.
Meanwhile, without souls coming into the various realms of Shadowlands, an anima drought has been wreaking havoc and causing serious damage with eternal consequences all over the afterlife. Corruption is rife, and it all began with the loss of the Arbiter.
The Jailer is the shady big bad. He’s got many mortals and immortals working for him, and he’s enslaved a being called “The Runecarver.” He’s been stealing anima and gathering up all of these souls who never should’ve come to the Maw, which is his realm. We don’t yet fully understand his agenda, but he’s evil and is at the root of all the bad things happening in the Shadowlands.
You (the player) aren’t the Arbiter. You’re the Maw Walker and “champion.”
We mortals who go in and out of the Maw as we please are novel and interesting to the denizens of Shadowlands because prior to our arrival, no one ever escaped the Maw.
Now, after you became the first Maw Walker, many mortals have started to do it. We’ve been pulling people out of the Maw since we arrived.
There are also ethereal beings called the Brokers living in the Shadowlands, and we haven’t figure out what their agenda is, either. We’ve hooked up with a particularly savvy and shady Broker named Ve’nari in the Maw, and she is guiding us ever deeper into disrupting the Jailer’s work. What’s she’s about…we don’t know.
So. I get that you’re bored and don’t like the story, but forgive me for gathering from your post that you didn’t really read or understand the story.
I think it’s a whole lot more interesting and creative and consistent than the BfA additions to lore. It’s also nice to have an expansion in which Jaina and Baine and Thrall and Anduin are bit players we run into now and again instead of being front-and-center pollyannas all the time.