Product Manager – Specialist I, Franchise CEx Tech

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Spearhead the advancement of the franchisee support ecosystem, ensuring alignment between the long-term vision and the actual challenges faced by the franchise network.

• Oversee extensive and intricate backlogs, balancing technical debt, operational requirements, and strategic value deliveries.

• Manage and engage multiple stakeholders across Operations, Franchises, Business, Engineering, UX, and partner teams.

• Set expectations and dependencies while providing ongoing visibility into product development progress.

• Examine the challenges faced by franchisees and support operators (N1, N2, and N3), converting insights into effective Discovery and Delivery processes.

• Guarantee harmony between the central CRM and satellite/legacy systems.

• Track and report on product and operational KPIs, including CSAT, Average Handling Time, Resolution Rate, and SLA.

• Utilize a Salesforce CRM platform for case management, omnichannel support, routing, generative AI, and automation.

⛳️ Requirements

• Strong prior experience as a Product Manager for digital B2B, B2B2C products, or complex CRM/Support platforms.

• Exceptional stakeholder management skills: capable of negotiating, aligning expectations, mapping dependencies, and influencing both executive and operational leadership.

• Advanced proficiency in managing large backlogs: adept at prioritizing high-volume, conflicting demands utilizing clear frameworks and well-defined criteria (e.g., RICE, value vs. effort, impact on ROI/CSAT).

• High degree of flexibility and adaptability: resilient and agile in dynamic environments characterized by scope changes, complex situations, and rapid growth.

• Analytical mindset with a strong emphasis on product metrics and operational efficiency.

• Practical knowledge and hands-on experience with Artificial Intelligence for daily optimization tasks.

• Prior experience in Retail, Franchises, or Consumer Goods is a plus.

• Familiarity with leveraging AI (Generative AI/Copilots) and automations in customer service and knowledge bases is advantageous.

• Proficiency and practical experience with the Salesforce platform, including understanding its capabilities, basic architecture, and customization/integration options is a plus.

🏝️ Benefits

• Medical and dental plan.

• Medication assistance.

• Health allowance for family members.

• Free psychotherapy sessions.

• Telemedicine and second medical opinion.

• Free flu vaccine.

• Health and wellness programs.

• Meal voucher or local restaurant allowance (depending on work model).

• Food allowance.

• Christmas food allowance.

• Gym and fitness studio plan.

• Home office allowance (hybrid and remote work models).

• Pet health plan.

• Birthday day off.

• Up to 40% discount on our products.

• Employee membership (partnerships and discounts: multi-brand stores, gyms, courses, and more).

• Travel and accommodation program.

• Childcare assistance.

• Child nutrition credit.

• Babysitter allowance.

• School supplies allowance.

• Legal, psychological, and social counseling.

• Support for atypical parents.

• Extended parental leave (180 days for mothers and 120 days for fathers).

• Transportation voucher and parking (hybrid and on-site models).

• Life insurance.

• Support in the event of parents' death.

• Private pension plan.

• Payroll-deductible loans.