**Hiring Company**:
Sienna Charles, the premier luxury lifestyle company, featured in magazines such as Forbes is looking for a Product and Technology Manager who is as passionate as we are about delivering an exceptional customer service experience for our elite clientele.
**Position Summary**:
**Key Responsibilities**:
**Project & Technology Oversight**:
- Translate strategic objectives into detailed project plans and deliverables.
- Help set direction and define 'done' for new tasks and projects.
- QC work before it is sent to the team to ensure quality standards.
- Manage priorities and timelines, balancing multiple projects efficiently.
- Assist in managing and upskilling current IT Ops Assistants and support staff.
- Help teach tasks, tools, and processes to team members to improve overall efficiency.
- Be the first line of escalation for technical issues before they reach C-suite executives.
**Product Ownership & Stakeholder Collaboration**:
- Act as the primary liaison for external vendors, partners, and clients involved in product development or support, ensuring clear communication, managing expectations, and overseeing deliverables.
- Gather, prioritize, and translate stakeholder requirements into the product backlog, ensuring alignment with business goals.
- Define, monitor, and oversee project milestones, scope, and deliverables for both internal and external stakeholders to ensure timely, high-quality outputs.
- Negotiate project scope, timelines, and resources with external partners to align deliverables with strategic objectives.
- Collaborate with cross-functional teams—including marketing, sales, and technical staff—to deliver features that meet quality standards and user expectations.
- Facilitate sprint planning, reviews, and retrospectives to continuously improve product delivery processes.




- Maintain and communicate a clear product roadmap, providing transparent updates on progress and changes.
- Conduct user research and gather feedback to inform ongoing product enhancements.
- Ensure alignment between executive leadership, business units, and technical teams on product objectives and strategic direction.
**Technical Problem Solving & Monitoring**:
- Address advanced IT problems beyond current IT Ops Assistant’s abilities, ensuring quick resolution.
- Monitor platform uptime and address issues proactively.
- Work closely with the Customer Service Director to execute team needs, including uptime issues and operational support.
- Manage basic Zendesk bugs/issues
**Security & Compliance**:
- Oversee and uplevel IT security and compliance strategies.
- Regularly review and improve IT processes, tools, and integrations to reduce team load and scale operations.
- Manage and implement new security tools, assessments, and compliance requirements.
- Lead the review and enhancement of IT security protocols and incident response procedures.
**IT & Infrastructure Strategy**:
- Assist in setting the direction for new technology initiatives, including cloud-hosted AI and additional AI implementations.
- Manage and coordinate new tool assessments, guidance, and implementation.
- Develop reporting frameworks for key systems and metrics.




- Collaborate with the Customer Service Director and other teams to execute on infrastructure needs.
**Additional Strategic & Operational Tasks**:
- Support the transition and offset some IT tasks personally to increase efficiency.
- Make recommendations for technology changes based on emerging trends.
- Help define and refine the 'definition of done' for ongoing and new tasks.
- Lead efforts around HubSpot adjustments, new features, and reporting to support marketing and sales initiatives.
- Work on cross-team projects such as cloud AI integrations and other innovative tech solutions.
**Cultural & Personal Attributes**:
- **Character and Culture**: Collaborative, adaptable, and able to handle high-pressure situations with professionalism and poise.
- **Attention to Detail**: Maintains meticulous records, workflows, and quality checks to ensure nothing slips through the cracks.
- **Prioritization & Efficiency**: Skilled at balancing multiple projects, identifying urgent vs. long-term tasks.
- **Ownership & Initiative**: Self-driven, constantly seeking process improvements, and proactive in addressing challenges.
- **Data-Driven Decision Making**: Uses metrics and analytics to identify bottlenecks, measure impact, and propose improvements.
- **Exceptional Communication**: Clearly articulates technical roadmaps and strategies to executives, teams, and vendors.
**Requirements**:
- 3-5+ years of experience in Technical Project Management, Product Ownership, or a similar role, ideally within a high-touch B2C environment.
- Proven expertise with project management methodologies (Agile/Scrum, Kanban) and tools such as Jira, Monday, or similar.
- Hands-on experience with Zendesk, HubSpot, Zapier, or comparable platforms.
- Experience managing complex IT proble

📌 Product and Technology Manager (Ciudad de México)
🏢 Sienna Charles
📍 Ciudad de México