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.Own platform lifecycle for Zendesk, Gainsight, Formscape, custom apps, AI bots, and legacy systemsDefine and execute platform/AI enablement strategy aligned to outcomes and transformation goalsEstablish AI vision with high-value use cases (agent assist, automation, routing, knowledge optimization, self-service)Ensure secure, scalable, ethical, and sustainable platform designAlign roadmaps to outcome-based KPIs (MTTR, CSAT, deflection, cost-to-serve)Lead delivery of enhancements, integrations, modernization initiativesIdentify AI/automation opportunities to improve performance and user experienceShift to roadmap-driven, outcome-oriented deliveryOversee AI capabilities (agent assist, chatbots,



knowledge surfacing, automation)Establish governance, security, and risk alignment for AI adoptionRun and improve platform reliability, incident and change managementCollaborate with business leaders to define KPIs and measure successManage vendor relationships and platform investments for ROI and scalabilityBuild and lead a high-performing, AI-lac knowledge-enabled teamFoster ownership, experimentation, and continuous improvement10+ years leading enterprise business systems with ownership across delivery, support, and modernizationExperience implementing and scaling AI-enabled solutions in service or operationsStrong experience with SaaS platforms (Zendesk) and integrationsProven ability to link technology and AI investments to KPIs and outcomesStrong executive communication, stakeholder management, and vendor leadership skillsleadership and team-buildingstrategic thinking and business partneringGainsightFormscapeDirector, Business Systems – Service Platform & Automation - Ingram Micro
- santander, cantabria, es#J-18808-Ljbffr

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