Product & IT Project Management Manager II

Product & IT Project Management Manager II

Country: Spain

Job Description

IT STARTS HERE

Santander (www.santander.com) 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.

Our mission is to help more people and businesses prosper. 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 MAKE

As part of our journey to become an AI-First bank, we are looking for an AI Transformation Lead – Assisted Channels (Contact Center) 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 DO

AI Transformation in Assisted Channels

• Lead the global AI transformation roadmap for voice and chat-based service channels, aligning initiatives 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, and 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.
   

Technology & Architecture Leadership

• Provide technical direction for conversational platforms, ensuring architectural consistency across cloud environments (AWS, GCP, Azure).

• Evaluate and pilot new AI technologies, working with partners such as OpenAI, Google, and Genesys to accelerate innovation.

• 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.
   

Cross-Functional Collaboration & Change Enablement

• Work with country teams, risk, compliance, and customer service leaders to enable adoption of AI-assisted contact solutions.

• Build business cases and value frameworks to prioritize and scale AI use cases globally.

• Support communication and training efforts to ensure smooth adoption of new technologies and processes.

• Serve as a trusted advisor to business and technology leaders, translating technical innovation into business impact.

WHAT YOU’LL BRING

Professional Experience

• 10+ years of experience in technology or engineering roles, with at least 5 years leading transformation in contact center or customer engagement platforms is required.

• Demonstrated leadership managing multi-disciplinary teams in agile environments is preferred.
   

Hard Skills

• Deep knowledge of Contact Center technologies (Genesys Cloud, Salesforce Service/Marketing Cloud, CRM integration).

• Strong understanding of AI integration architectures, data flows, and performance optimization.

• Familiarity with prompt engineering, voice analytics, and AI model evaluation.

• 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.
   

Soft Skills

• Strategic mindset with hands-on execution drive.

• Proven ability to collaborate across global teams and manage complex stakeholder ecosystems.

• Excellent communication skills — able to explai