Product & IT Project Management Manager

Banco Santander SA; Santa Bàrbara; Hybrid; EUR 140,000 - 180,000; Full time

Benefits offered by this job

Hybrid work model

Flexible hours

Wellness programs

Family-friendly benefits

Job summary

Santander is seeking a Product & IT Project Management Manager to lead the AI transformation across assisted channels and global contact centers. You will drive the roadmap, align with AI strategy, and deliver scalable, compliant solutions that improve customer service and operational efficiency.

With 10+ years in technology and hands-on leadership, you will work across countries to orchestrate changes, partner with product, platform teams, and risk/compliance, while enabling adoption of new

Qualifications

• 10+ years in technology or engineering roles with at least 5 years transforming contact centers.
• Experience leading multi-country, cross-functional teams in agile settings.
• Strong knowledge of AI integration architectures and data flows.
• Experience with cloud environments and compliance considerations.
• Excellent communication and stakeholder management at executive level.

Responsibilities

• Lead the global AI transformation roadmap for voice and chat channels.
• Design and deploy AI-powered customer service solutions.
• Collaborate with product and platform teams to integrate AI into engagement systems.
• Translate business needs into scalable AI use cases with measurable value.
• Provide technical leadership for conversational platforms and set KPIs.

Skills

AI integration

Genesys Cloud

Salesforce integration

Cloud platforms

Prompt engineering

Voice analytics

English fluency

Spanish language

Strategic leadership

Cross-functional collaboration

Tools

Jenkins

Terraform

Docker

OpenAI APIs

Job description

Product & IT Project Management Manager Country: Spain

IT STARTS HERE 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.

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

• 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.

The Santander Way Santander 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.