Overview

¿Le interesa este puesto? Puede encontrar toda la información relevante en la descripción a continuación.

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+ xkdbapo 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)
🏢 Jobrapido
📍 Santander