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 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
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 execu

📌 Director, Business Systems – Service Platform (Madrid)
🏢 Ingram Micro
📍 Madrid