Product & IT Project Management 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

IT STARTS HERE

Country: Spain

Santander (www.santander.com) is evolving from a global, high-impact brand into a technology-driven organization, and our people are at the heart of this journey. Together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what’s possible.

This is more than a strategic shift. It’s a chance for driven professionals to grow, learn, and make a real difference.

Our mission is to help more people and businesses prosper. We embrace a strong risk culture, and all our professionals at every level are expected to take a proactive and responsible approach toward risk management.

THE DIFFERENCE YOU MAKE

As part of our journey to become an AI-First bank, we are looking for an AI Product & IT Project Management Manager to drive the transformation of customer service experiences across Santander’s assisted interaction channels — including voice, chat, and conversational AI platforms.

In this role, you will lead the end-to-end adoption of AI-driven capabilities in our global Contact Center ecosystem, working closely with local CDAIOs, technology teams, and business units to improve customer experience, optimize operations, and unlock new sources of value.

You will combine deep technical expertise with strategic leadership to accelerate the integration of conversational AI, automation, and analytics across our global service operations — enabling truly intelligent, personalized, and efficient customer engagement at scale.

What You’ll Do

AI Transformation in Assisted Channels

• Lead the global AI transformation roadmap for voice and chat-based service channels, aligning initiatives with Santander’s AI strategy.
• Identify, design, and deploy AI-powered solutions for customer service (e.g., LLM-powered agents, speech analytics, smart routing, real-time transcription, and 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.

Technology & Architecture Leadership

• Provide technical direction for conversational platforms, ensuring architectural consistency across cloud environments (AWS, GCP, Azure).
• Evaluate and pilot new AI technologies, working with partners such as OpenAI, Google, and Genesys to accelerate innovation.
• Champion best practices in CI/CD, DevOps, and MLOps to ensure reliable, agile delivery of AI capabilities.
• Define technical standards, interfaces, and performance KPIs to ensure operational excellence across countries.

Cross-Functional Collaboration & Change Enablement

• Work with country teams, risk, compliance, and customer service leaders to enable adoption of AI-assisted contact solutions.
• Build business cases and value frameworks to prioritize and scale AI use cases globally.
• Support communication and training efforts to ensure smooth adoption of new technologies and processes.
• Serve as a trusted advisor to business and technology leaders, translating technical innovation into business impact.

What You’ll Bring

Professional Experience

• 10+ years of experience in technology or engineering roles, with at least 5 years leading transformation in contact center or customer engagement platforms is required.
• Demonstrated leadership managing multi-disciplinary teams in agile environments is preferred.

Hard Skills

• Deep knowledge of Contact Center technologies (Genesys Cloud, Salesforce Service/Marketing Cloud, CRM integration).
• Strong understanding of AI integration architectures, data flows, and performance optimization.
• Familiarity with prompt engineering, voice analytics, and AI model evaluation.
• Hands-on experience with cloud environments (AWS, GCP, Azure), APIs, and CI/CD pipelines (Jenkins, Terraform, Docker) is preferred.
• Fluent English (required); Spanish highly valued is required.

Soft Skills

• Strategic mindset with hands‑on execution drive.
• Proven ability to collaborate across global teams and manage complex stakeholder ecosystems.
• Excellent communication skills - able to explain technical concepts to non-technical audiences and influence at executive level.
• Passion for technology, experimentation, and continuous learning.

What We Offer

Join a global AI Transformation team at one of the world’s leading financial institutions. You will help redefine how millions of customers interact with Santander, working at the intersection of AI, technology, and human experience.

• Global impact: Work with AI leaders across multiple countries to design the future of customer interaction.
• Continuous learning: Access to the Santander Open Academy, global AI community, and specialized upskilling programs.
• Flexibility & wellbeing: Hybrid work model, flexible hours, wellness programs, and family-friendly benefits.
• Competitive rewards: Competitive salary, performance-based incentives, and exclusive financial advantages.

LOCAL COMPLIANCE

Santander is proud to be an organization that provides equal opportunities regardless of age, gender, disability, civil status, race, religion, or sexual orientation. We are committed to providing an inclusive and accessible application process for all candidates.