Job Description

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:

We are looking for an experienced, versatile Product and Technology Manager with a broad perspective on technology, including cloud software, software development, operations technology, marketing technology, and IT security. The ideal candidate will be hands-on, detail-oriented, adaptable, and driven to improve our technology infrastructure continuously. You will oversee management of our client web and mobile apps, internal infrastructure, IT security, and operational workflows, working directly with executive leadership to deliver exceptional digital solutions that enhance our luxury brand.

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 problems, uptime monitoring, and security protocols. Strong understanding of cloud infrastructure, API integrations, automation, and AI implementations. Ability to manage escalations and provide strategic solutions for advanced technical issues. Demonstrated success in leading teams, managing vendor relationships, and scaling processes. Certifications such as PMP, CSM, or PMI-ACP are a plus. Willingness to work flexible hours, including occasional weekends, to support global stakeholders.

What We Offer:

The opportunity to work at the intersection of luxury lifestyle and cutting-edge technology. A collaborative, innovative environment with high-impact projects. * Competitive salary and benefits package.