Product & IT Project Management ManagerCountry: SpainIT STARTS HERESantander () is evolving from a global, high-impact brand into a technology-driven organization, and our people are at the heart of this journey. Together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what’s possible.
This is more than a strategic shift. It’s a chance for driven professionals to grow, learn, and make a real difference.
We embrace a strong risk culture, and all our professionals at every level are expected to take a proactive and responsible approach toward risk management.
THE DIFFERENCE YOU MAKEAs part of our journey to become an AI-First bank, we are looking for an AI Product & IT Project Management Manager to drive the transformation of customer service experiences across Santander’s assisted interaction channels — including voice, chat, and conversational AI platforms.
In this role, you will lead the end-to-end adoption of AI-driven capabilities in our global Contact Center ecosystem, working closely with local CDAIOs, technology teams, and business units to improve customer experience, optimize operations, and unlock new sources of value.
You will combine deep technical expertise with strategic leadership to accelerate the integration of conversational AI, automation, and analytics across our global service operations — enabling truly intelligent, personalized, and efficient customer engagement at scale.
WHAT YOU’LL DOAI Transformation in Assisted ChannelsLead the global AI transformation roadmap for voice and chat-based service channels, aligning initiatives with Santander’s AI strategy.
LLM-powered agents, speech analytics, smart routing, real-time transcription, and voice biometrics).
Collaborate with product and platform teams to integrate AI capabilities into Genesys Cloud, Salesforce, and other customer engagement systems.




Technology & Architecture LeadershipProvide technical direction for conversational platforms, ensuring architectural consistency across cloud environments (AWS, GCP, Azure).
Champion best practices in CI/CD, DevOps, and MLOps to ensure reliable, agile delivery of AI capabilities.
Define technical standards, interfaces, and performance KPIs to ensure operational excellence across countries. Support communication and training efforts to ensure smooth adoption of new technologies and processes.
Demonstrated leadership managing multi-disciplinary teams in agile environments is preferred. Hard SkillsDeep knowledge of Contact Center technologies (Genesys Cloud, Salesforce Service/Marketing Cloud, CRM integration).
Strong understanding of AI integration architectures, data flows, and performance optimization.
Hands-on experience with cloud environments (AWS, GCP, Azure), APIs, and CI/CD pipelines (Jenkins, Terraform, Docker) is preferred.
Fluent English (required); Spanish highly valued is required. Proven ability to collaborate across global teams and manage complex stakeholder ecosystems.
Excellent communication skills — able to explain technical concepts to non-technical audiences and influence at executive level.

WHAT WE OFFER
Join a global AI Transformation team at one of the world’s leading financial institutions. You will help redefine how millions of customers interact with Santander, working at the intersection of AI, technology, and human experience.
Global impact: Access to the Santander Open Academy, general AI community, and specialized upskilling programs.
Hybrid work model, flexible hours, wellness programs, and family-friendly benefits.
Competitive salary, performance-based incentives, and exclusive financial advantages.
LOCAL COMPLIANCESantander is proud to be an organization that provides equal opportunities regardless of age, gender, disability, civil status, race, religion, or sexual orientation. xsgfvud If this sounds like you, apply now and help us shape the future of AI-driven customer engagement at Santander.
SummaryLocation: MadridType: Full time

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