AI Product & IT Project Management Manager

About the role

Santander is looking for an AI Product & IT Project Management Manager to lead the end-to-end adoption of AI-driven capabilities in its global Contact Center ecosystem. The role drives the transformation of customer service across assisted channels such as voice, chat and conversational AI, working with local CDAIOs, technology teams and business units to improve customer experience and optimize operations.

Key responsibilities

• Lead the global AI transformation roadmap for voice and chat-based service channels, aligned with Santander's AI strategy
• Identify, design and deploy AI-powered solutions such as LLM-powered agents, speech analytics, smart routing, real-time transcription and voice biometrics
• Integrate AI capabilities into Genesys Cloud, Salesforce and other customer engagement systems
• Provide technical direction for conversational platforms and ensure architectural consistency across AWS, GCP and Azure
• Evaluate and pilot new AI technologies with partners such as OpenAI, Google and Genesys
• Champion CI/CD, DevOps and MLOps best practices and define technical standards, interfaces and performance KPIs
• Work with country teams, risk, compliance and customer service leaders to enable adoption, build business cases and support training and communication

Required profile

• 10+ years in technology or engineering roles, with at least 5 years leading transformation in contact center or customer engagement platforms
• Demonstrated leadership of multi-disciplinary teams in agile environments is preferred
• Fluent English (required); Spanish highly valued
• Strategic mindset, proven collaboration across global teams and excellent communication skills

Required skills

• Contact center technologies: Genesys Cloud, Salesforce Service/Marketing Cloud, CRM integration
• AI integration architectures, data flows and performance optimization
• Prompt engineering, voice analytics and AI model evaluation
• Cloud environments (AWS, GCP, Azure), APIs, CI/CD pipelines (Jenkins, Terraform, Docker) preferred

What we offer

• Hybrid work model, flexible hours, wellness programs and family-friendly benefits
• Competitive salary, performance-based incentives and financial advantages
• Access to Santander Open Academy, the global AI community and upskilling programs