Customer Technology Director

SiteMinder; Pune District; Hybrid; INR 4,000,000 - 6,800,000; Full time

Benefits offered by this job

Hybrid model (3 days in-office)

Annual and Sick Leaves

Paid Birthday, Study and Volunteering

Medical Insurance Cover

Employee Referral Bonus

Tenure Bonus

Team Events & Celebrations

Job summary

SiteMinder is seeking a Customer Technology Director to lead the strategy, governance and evolution of our customer technology ecosystem. You will partner across Data, AI, Product and Engineering to deliver opportunities that drive measurable customer and operational value and ensure responsible AI practices.

You will lead the Customer Technology team and collaborate with the Director, GTM Technology where customer journeys, data and integrations overlap, delivering high-impact outcomes for

Qualifications

• Vast experience across customer technology, customer operations, service technology, customer success operations, business systems or a related field, including extensive leadership experience.
• Experience shaping technology strategy in high-growth, enterprise or B2B SaaS environments, with hands-on experience across customer support platforms.

Responsibilities

• Partner with Customer teams to create the Customer Technology strategy and AI roadmap across support, onboarding, customer success, CRM, customer communications, workflow automation, integrations and customer intelligence.
• Identify, assess and prioritise AI and automation use cases with customer and operations teams, balancing discovery, delivery, adoption and value realisation.
• Translate priorities into business cases, requirements, delivery plans and success measures as the senior technology partner to Customer Support, Onboarding and Customer Success.
• Lead evolution of case management, customer data, knowledge management, customer health, onboarding workflows, self-service and AI-enabled capabilities.
• Govern AI use in line with SiteMinder's AI policy and AI Register, setting practices for data use, human oversight, quality evaluation, monitoring and escalation.
• Define how AI capabilities are tested before and after release for quality, safety, reliability and customer impact.
• Lead initiatives from discovery through build, UAT, go-live and hypercare while balancing change with BAU operations.
• Manage vendors, implementation partners, budgets and licensing to ensure value delivery.
• Coordinate with GTM Technology, Product, Engineering, Security, Data and Finance, driving adoption through training and post-launch support.
• Build and lead a high-performing team spanning strategy, business analysis, delivery, engineering, platform administration, quality and enablement.

Job description

At SiteMinder, we believe our success comes from our people. We build diverse, inclusive teams where different voices, backgrounds and perspectives are valued. Our differences drive innovation for our customers, and our people bring the ideas, expertise and energy that help us keep moving forward. We’re better together.

What We Do...

Right now, somewhere in the world, a hotel is taking a booking or increasing their revenue through technology you could help build. SiteMinder is the world’s leading hotel commerce platform. For more than 20 years, we’ve helped hotels attract guests, maximise revenue, forecast demand and perform at their best. Today, our platform supports 56,000+ hotels in 150+ countries, connects to 3,000+ partners and powers more than 140m reservations and AU$85 billion+ in hotel revenue each year. That’s the kind of impact your work can have here. You’ll solve meaningful challenges with AI, simplify complexity and build solutions that help hotels perform. Supported by clear purpose, a strong platform and teams who care about what they’re building, you’ll have the opportunity to shape the future of an industry that never stands still.

About the Customer Technology Director role…

The Customer Technology Director leads the strategy, governance and evolution of SiteMinder’s customer technology ecosystem.

The Director is accountable for making AI a practical, responsible part of that operating model: identifying and prioritising opportunities, partnering across Data, AI, Product and Engineering to deliver them, and ensuring solutions are adopted and produce measurable customer and operational value. The role leads the Customer Technology team and works closely with the Director, GTM Technology where customer journeys, data, platforms or integrations overlap.

What you’ll do…

• Partner with Customer teams to create the Customer Technology strategy and AI roadmap across support, onboarding, customer success, CRM, customer communications, workflow automation, integrations and customer intelligence.

• Identify, assess and prioritise AI and automation use cases with customer and operations teams, balancing discovery, delivery, adoption and value realisation.

• Translate customer and operational priorities into business cases, requirements, delivery plans and success measures, acting as the senior technology partner to Customer Support, Onboarding and Customer Success.

• Lead the evolution of case management, customer data, knowledge management, customer health, onboarding workflows, self-service and AI-enabled capabilities such as agent assistance.

• Govern AI use in line with SiteMinder's AI policy and AI Register, setting proportionate practices for data use, human oversight, quality evaluation, monitoring and escalation.

• Define how AI capabilities are tested before and after release for quality, safety, reliability and customer impact.

• Lead initiatives from discovery through build, UAT, go-live and hypercare, while balancing strategic change with urgent fixes and BAU operations.

• Manage vendors, implementation partners, budgets and licensing, ensuring technology investment delivers measurable customer and operational value.

• Coordinate with GTM Technology, Product, Engineering, Security, Data and Finance, and drive adoption through training, rollout planning and post-launch support.

• Build and lead a high-performing team spanning strategy, business analysis, delivery, engineering, platform administration, quality and enablement.

What you have…

• Vast experience across customer technology, customer operations, service technology, customer success operations, business systems or a related field, including extensive experience in senior leadership.

• A track record of shaping and delivering technology strategy in a high-growth, enterprise or B2B SaaS environment, with strong hands-on experience across customer support, onboarding and customer success platforms, operating models, governance, integrations and technical delivery.

• Deep understanding of the customer lifecycle and the needs of Support, Onboarding and Customer Success teams, alongside experience with CRM, case management, customer success, knowledge, communications, workflow automation, analytics and AI-enabled tools.

• Experience scaling AI-enabled customer or operational capabilities, from assessing use cases through cross-functional delivery, adoption and measuring outcomes. You understand responsible AI, including human oversight, data protection, evaluation, monitoring and risk management, and can turn governance into practical ways of working.

• Strong customer and commercial acumen, connecting technology choices to customer experience, retention, productivity, service quality and business outcomes.

• Excellent stakeholder engagement, executive communication, influence and negotiation skills, with the ability to build trust across customer and operational leadership.

• Strategic and systems thinking, with the ability to solve immediate operational challenges while progressing a longer-term roadmap across platforms, processes, data, integrations, controls and user experience.

• Strong delivery leadership across prioritisation, risk, dependencies, releases and benefits, as well as business analysis, process design, change management and enablement.

• A collaborative leadership style and the ability to lead multidisciplinary, distributed teams across time zones.

Our Perks & Benefits…

• Flexibility to work in a Hybrid model (3 days in-office)

• Annual and Sick Leaves

• Paid Birthday, Study and Volunteering Leaves every year

• Medical Insurance Cover

• Employee Referral Bonus

• Tenure Bonus

• Team Events & Celebrations