Sr. Manager, Product Support

Job Title:

Sr. Manager, Product Support

Job Description

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.
The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transa
ct with. We shape new game-changing careers in over 70 countries, attracting the best talent.
The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.
Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.
Join us and be part of this journey towards greater opportunities and brighter futures.

We are seeking a highly strategic product leader for the role of Senior Product Manager – AI & Data Solutions. In this position, you will be the primary catalyst for the strategy and evolution of our digital products, combining the core principles of data-driven product management with the cutting edge of Artificial Intelligence innovation.

You will be responsible for leading the full lifecycle of highly complex products, defining long-term product vision while driving the strategy for designing AI-powered features and solutions, including Generative AI, agentic architectures, and analytical models. We are looking for a highly analytical professional who can seamlessly navigate between executive business discussions and deep technical refinement sessions with engineering, architecture, and data teams.

Requirements:

• Proven track record as a Senior Product Manager within technology companies, large-scale B2B platforms, or highly data-intensive systems with extensive integrations.
• Demonstrated experience leading product discovery processes, hypothesis testing, MVP development, and strategic roadmap definition.
• Strong strategic understanding of the lifecycle of data-driven products integrated with Large Language Models (LLMs) and predictive Machine Learning models.
• Familiarity with the design and launch of products leveraging agentic solutions, AI orchestration frameworks (such as LangChain and Semantic Kernel), and vector databases, with a clear understanding of how these technologies create customer value.
• Strong perspective on user experience (UX for AI) and the behavior of conversational and intelligent automation interfaces.
• Solid understanding of modern digital product ecosystems, including APIs, microservices architecture, messaging systems, and cloud platforms such as Microsoft Azure and Google Cloud Platform (GCP).
• Ability to engage effectively with engineers and architects on technical feasibility, timelines, and scope discussions.
• Advanced proficiency with product management and tracking tools such as Jira, Confluence, or similar platforms.
• Excellent verbal and written communication skills, with the ability to synthesize complex concepts, influence stakeholders, and negotiate effectively with senior executives, including VPs and C-level leaders.
• Highly analytical profile with a strong focus on data, metrics, and business impact.
• Resilience and adaptability in environments characterized by rapid digital transformation and technological evolution.
• Complete all assigned, mandatory training within the timeframe provided.
• Conduct and/or participate in regularly scheduled 1:1 meetings with your direct manager and/or direct reports.

 

Responsibilities:

• Identify business opportunities and design, define, and govern the strategy for AI-powered products and features, including patterns such as Retrieval-Augmented Generation (RAG), intelligent virtual assistants, enterprise Voicebots/Chatbots, and autonomous agents.
• Define product vision and ensure alignment between business objectives and technology investments.
• Package and articulate the value of AI solutions for end users, ensuring the technology addresses real customer pain points and delivers measurable return on investment (ROI), whether through revenue growth or operational efficiency.
• Establish ethical, privacy, hallucination-mitigation, and user experience (UX) guidelines for products that leverage non-deterministic language models (LLMs).
• Ensure AI-driven products comply with organizational standards, regulatory requirements, and responsible AI practices.
• Lead continuous product discovery efforts by mapping complex customer journeys, validating value and feasibility hypotheses, and leveraging both quantitative and qualitative data to drive decision-making.
• Manage the lifecycle of enterprise platforms and products with complex integrations, including CRM systems, dialers, and core business applications, ensuring secure evolution aligned with market demands.Prioritize product backlogs based on business impact, balancing product debt remediation, continuous improvements, and innovation initiatives.
• Serve as the central product leadership figure across multidisciplinary teams, collaborating closely with Senior Software Engineers, Systems Architects, and Data Engineers/Scientists.
• Promote a data- and AI-driven product culture throughout the organization by actively participating in Agile ceremonies (Scrum/Kanban) and elevating team maturity and best practices.
• Translate product roadmaps and complex AI initiatives into tangible business value propositions, clearly distinguishing vanity metrics from meaningful business outcomes and North Star Metrics for directors, vice presidents, and client-facing stakeholders.
• Assess the financial feasibility and ongoing operational costs of AI initiatives, including cloud infrastructure expenses and LLM inference API costs, when defining product roadmap investments.

• Complete all assigned, mandatory training within the timeframe provided.

• Conduct and/or participate in regularly scheduled 1:1 meetings with your direct manager and/or direct reports.

 

Location:

BRA Sao Paulo - Agua Branca

Language Requirements:

English (Required)

Time Type:

Full time