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# Product & IT Project Management Manager

- **Company:** Banco Santander, S.A.
- **Location:** Spain
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, Amazon Web Services, Microsoft Azure, Continuous Integration, Customer Interaction Management (Software), DevOps, Software Product Management, OpenAI, Salesforce.Com, Google Cloud, Cloud Platform System, Chatbots, Genesys, Large Language Models, Machine Learning Operations, Marketing Cloud
- **Published:** October 22, 2026
- **Apply:** https://www.adzuna.es/details/5937323952

## About the Role

* 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<...

## Description

As 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., * 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.