Overview

As Director, you own the strategy and delivery of service platforms and automation to elevate customer and operations experiences. You will guide platform modernization and AI-enabled capabilities, partnering with Support, Sales, and Operations to turn platforms into intelligent, outcome-driven solutions. Your work directly impacts KPIs like CSAT and MTTR while shaping a scalable, secure technology foundation.

This is a chance to lead transformation at scale and partner with executives to drive innovation.

Responsabilidades

Own platform lifecycle for Zendesk, Gainsight, Formscape, custom apps, AI bots, and legacy systems

Define and execute platform/AI enablement strategy aligned to outcomes and transformation goals

Establish AI vision with high-value use cases (agent assist, automation, routing, knowledge optimization, self-service)

Ensure secure, scalable, ethical, and sustainable platform design

Align roadmaps to outcome-based KPIs (MTTR, CSAT, deflection, cost-to-serve)

Lead delivery of enhancements, integrations, modernization initiatives

Identify AI/automation opportunities to improve performance and user experience

Shift to roadmap-driven, outcome-oriented delivery





Oversee AI capabilities (agent assist, chatbots, knowledge surfacing, automation)

Establish governance, security, and risk alignment for AI adoption

Run and improve platform reliability, incident and change management

Collaborate with business leaders to define KPIs and measure success

Manage vendor relationships and platform investments for ROI and scalability

Build and lead a high-performing, AI-lac knowledge-enabled team

Foster ownership, experimentation, and continuous improvement

Requisitos principales 10+ years leading enterprise business systems with ownership across delivery, support, and modernization

Experience implementing and scaling AI-enabled solutions in service or operations

Strong experience with SaaS platforms (Zendesk) and integrations

Proven ability to link technology and AI investments to KPIs and outcomes

Strong executive communication, stakeholder management, and vendor leadership skills stakeholder management leadership and team-building strategic thinking and business partnering

Zendesk

Gainsight

Formscape

📌 Director, Business Systems - Service Platform & Automation (Santander)
🏢 Ingram Micro
📍 Santander