Digital Solutions Manager - Contact Center

About the role

Barcelo Group is seeking a Digital Solutions Manager to lead the digital transformation of its contact‑center operations. You will be responsible for designing, implementing and scaling technology projects that improve customer experience and operational efficiency across the hotel portfolio.

Key responsibilities

• Support the leadership of digital transformation projects, including new technology implementation, automation and process improvements.
• Develop and manage a cross‑functional technology roadmap, ensuring solutions are scalable.
• Coordinate with external technology providers and internal technical teams to meet project requirements and align with strategic goals.
• Manage project budgets and resources at a corporate level.
• Prepare business cases and ROI analyses for new technology initiatives.
• Monitor operational KPIs after implementation to ensure adoption and measurable business impact.
• Drive agile change management for processes and tools.
• Act as an integrator between IT, Operations, CX, Data and CRM teams.
• Continuously optimise complex operational processes.
• Analyse market trends and propose data‑driven operational improvements.

Required profile

• Minimum 2 years of experience managing technology projects, preferably in customer‑service or contact‑center environments.
• Proven track record in delivering digital transformation initiatives.
• Strong understanding of corporate service‑oriented technologies.
• Ability to create business cases, perform ROI calculations and manage budgets.
• Experience working with cross‑functional teams and external vendors.

Required skills