Technical Project Manager

**Working Hours**: Predominantly US business hours (Eastern Time)

**Location**: Remote (Work-from-home setup required)

**About Sienna Charles**:
Sienna Charles, the premier luxury lifestyle company featured in Forbes, is seeking a Technical Project Manager to drive and oversee complex technology integrations, ensuring seamless alignment between our luxurious client experiences and the backend systems that power them. This role will translate strategic objectives into actionable project plans, manage cross-functional technical teams, and maintain accountability for delivering scalable, high-impact solutions. As a crucial liaison between vision and execution, you will ensure our tech stack, processes, and people are optimally orchestrated.

**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.

**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 Ops Manager 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 Ops Manager 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 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 in 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.