Experteer Overview
As AI Product u0026amp; IT Project Management Manager, you will lead the global AI transformation of Santander’s assisted channels to deliver smarter, faster customer engagement. You’ll drive adoption of AI-driven capabilities across the contact center, collaborating with technology teams and business units to improve experience and efficiency at scale. You’ll provide technical and strategic leadership across cloud platforms, AI integrations, and governance, shaping the future of AI-enabled service. This role supports Santander’s AI-first transformation and customer-centric mission.

Compensaciones / Beneficios
• Lead the global AI transformation roadmap for voice and chat-based service channels, aligning with Santander's AI strategy
• Identify, design, and deploy AI-powered solutions for customer service (e.g., LLM-powered agents, speech analytics, smart routing, real-time transcription, voice biometrics)
• Collaborate with product and platform teams to integrate AI capabilities into Genesys Cloud, Salesforce, and other customer engagement systems
• Translate customer and business needs into scalable, secure, and compliant AI use cases that deliver measurable value




• Provide technical direction for conversational platforms and ensure architectural consistency across cloud environments (AWS, GCP, Azure)
• Evaluate and pilot new AI technologies with partners (OpenAI, Google, Genesys) to accelerate innovation
• Champion CI/CD, DevOps, and MLOps practices for reliable AI delivery
• Define technical standards, interfaces, and KPIs for operational excellence across countries
• Work with country teams, risk, compliance, and customer service leaders to enable adoption of AI-assisted solutions
• Build business cases and value frameworks to prioritize and scale AI use cases globally
• Support communication and training to ensure smooth technology adoption
• Serve as a trusted advisor translating technical innovation into business impact

Responsabilidades
• 10+ years in technology/engineering roles
• At least 5 years leading transformation in contact center or customer engagement platforms
• Demonstrated leadership in agile environments

Requisitos principales
• General impact
• Hybrid work model
• Flexible hours
• Wellness programs
• Family-friendly benefits
• Competitive rewards

📌 Product & IT Project Management Manager (Madrid)
🏢 Grupo Santander
📍 Madrid