AI-Driven Product & IT Transformation Manager

Santander; Madrid; Hybrid; EUR 110,000 - 140,000; Full time

Benefits offered by this job

Global AI community

Santander Open Academy

Hybrid work model

Flexible hours

Wellness programs

Job summary

Santander is seeking an AI Product & IT Project Management Manager to drive the transformation of customer service experiences across assisted interaction channels. You will lead end-to-end adoption of AI-driven capabilities in our global Contact Center ecosystem, partnering with local CDAIOs, technology teams, and business units to improve customer experience and optimize operations.

You will blend deep technical expertise with strategic leadership to accelerate the integration of

Qualifications

• 10+ years in technology or engineering roles with leadership in transformation
• 5+ years leading transformation in contact center or customer engagement platforms
• Fluent English required; Spanish highly valued is required

Responsibilities

• Lead the global AI transformation roadmap for voice and chat-based service channels
• Identify, design, and deploy AI-powered solutions for customer service (LLM-powered agents, speech analytics, smart routing, real-time transcription, voice biometrics)
• Collaborate with product and platform teams to integrate AI capabilities into Genesys Cloud, Salesforce, and other customer engagement systems
• Translate customer and business needs into scalable, secure, and compliant AI use cases that deliver measurable value

Skills

AI integration architectures

Cloud environments

CI/CD pipelines

Genesys/Salesforce integration

Prompt engineering

Voice analytics

Executive communication

English fluency

Spanish language

Stakeholder management

Tools

Genesys Cloud

Salesforce Service/Marketing Cloud

AWS

GCP

Azure

Jenkins

Terraform

Docker

Job description

Santander is seeking an AI Product & IT Project Management Manager to drive the transformation of customer service experiences across assisted interaction channels. You will lead end-to-end adoption of AI-driven capabilities in our global Contact Center ecosystem, partnering with local CDAIOs, technology teams, and business units to improve customer experience and optimize operations.

You will blend deep technical expertise with strategic leadership to accelerate the integration of