**Technology Manager** **Position Purpose** Lead technology strategy and operations to ensure **scale, security, and speed** across a multi-brand/franchise ecosystem. Focus areas: **(1) Growth-oriented CRM & Martech**, **(2) Highly available infrastructure & security**, **(3) AI platforms and products that enhance efficiency and conversion**. **Key Responsibilities** **Strategy & Roadmap** Define the 3-year technology vision and quarterly roadmap aligned with commercial and expansion goals. Prioritize the portfolio (CRM, integrations, data/BI, AI, franchisee apps/investor portal) based on impact and metrics. **CRM & Martech (Growth)** Orchestrate Sales/Service/Marketing CRM (e.g., Salesforce/HubSpot/Zenvia/Omni), integrating channels (website, WhatsApp, media). Implement **AI-powered lead scoring**, funnel automations, cadences, and **conversion reports by brand/campaign**. Govern prospect/lead/franchisee data (LGPD compliance), data quality (deduplication, enrichment). **Infrastructure, Security & Support** Ensure **99.9% uptime**, observability (logs, metrics, alerts), and scalability in **cloud** environments (**API-first** architecture). Implement **Zero Trust**, SSO/MFA, backup & disaster recovery (DR), endpoint hardening, **runbooks**, and **response playbooks**. Operate **Help Desk N1/N2** with a service catalog and SLAs defined by criticality (head office, brands, franchisees). **Data, BI & AI** Consolidate a **Data Lake/Lakehouse** and semantic layers for **executive dashboards** (growth, CAC, ROI, payback). Establish **MLOps** (propensity modeling, demand forecasting, anomaly detection, intelligent lead routing). Enable **AI assistants** (customer support, franchisee onboarding, procurement, legal). **Integrations & Digital Products** Govern integrations (ERP, finance, payments, digital signature, HR, marketplaces, POS). Lead product/engineering for B2B/B2B2C apps and portals (franchisee, field/expansion, investor). **Governance, Compliance & Budget** Establish a **Change Advisory Board (CAB)**, **DevSecOps** practices, and **DORA** metrics. Ensure **LGPD compliance** (with DPO/legal partnership), audit trails, and third-party/contract management. Plan and control the **IT budget** (OpEx/CapEx), **cost per franchisee**, and ROI. **Leadership & Vendors** Build and retain a high-performing team (product, data, engineering, SRE/infrastructure, security, support). Negotiate and manage **partners/vendors** (SaaS, cloud, consulting, telecom) with SLAs and penalties. **Desired Profile** **Education**: Computer Science/Information Systems/Engineering; **postgraduate degrees/MBA** in Management/Products/Data are advantages. **Experience**: 6+ years in IT/Products, with **senior leadership experience** (Head/CTO/IT Director) in **B2B2C/retail/franchise/scale-up** environments. **Requirements** **Required**: Proven track record in **CRM + Infrastructure + AI**, leadership of cross-functional teams, and management of budget and vendors. **Preferred**: Experience with **franchise/retail ecosystems**; certifications (AWS/Azure, Salesforce/HubSpot, ITIL, ISO 27001, LGPD/GRC).