Product Manager Contact Center Transformation - SGT
Banco Santander
Boadilla del Monte, España
hace 6 días

SANTANDER GLOBALTECH is looking for a Product Manager Contact Center Transformation, based inBOADILLA DEL MONTE.


Would you like tobe part of one of the largest transformations the World is experiencing in thepast several decades? In Financial Services, consumer expectations are rising,and technological advances are enabling amazing customer experiences and newbusinesses not possible before.

Santander is proudof being an organization where there are equal opportunities regardless ofgender identity, culture and disability.

Our mission is to contribute to helpmore people and business prosper. You can click hereto watch ashort clip and learn why banking is still exciting.


You will beworking as a customer service Product Manager withinchannels-reimagination area.

As a ProductManager you will be accountable for the Contact Center asa Service platform roadmap to meet Santander business needs and to providebest-in-class customer service experience to our clients.

We need someonelike you to help us in different fronts :

  • Lead productteam. Leading, growing and mentoring them.
  • Leading the organization in research for new products, product enhancements and product redesign.
  • Define the product strategy and roadmap, ensuring that the product supports the business, customer & company overall strategy and goals, aligned with market trends (benchmarking & research).
  • Define and coordinate new requirements with internal and 3th party solutions
  • Create buy-in for the product vision and roadmap both internally and with key external partners.
  • Work closely with engineering teams to deliver with quick time-to-market
  • Selects correct design concepts and fundamental technology used for new products or improvement for existing ones.
  • Coordinates with transformation manager and Delivery Managers to get functional and technical support for product evolution implementation.
  • Research / benchmarking market solutions.
  • Translate product strategy into detailed requirements and prototypes.
  • Qualifications


  • Min of 5 years of relevant experience in product strategy and roadmap development, delivery and execution, ideally for cloud-based enterprise software platforms.
  • Knowledge in contact center product technologiesstack : voice technologies (ASR,STT,TTS, biometrics), ACD , IVR, agent desktop,routing, virtual assistant (chatbot, voicebot), digital channels (chat, sms,email, co-browse, video, social media), speech & text analytics, WFM, QM
  • Results oriented team player who leads by example, holds themselves accountable for performance, takes ownership, champions efforts with enthusiasm and conviction.
  • Strong problem solver with a common sense and practical solutions orientation
  • Proven ability to influence cross-functional teams without formal authority
  • Proven experience balancing multiple priorities and dealing with ambiguity
  • Languages : English and Spanish (fluid written and oral)

  • Outstanding oral, written, presentation and listening communication skills.
  • Strong customer relationship, interpersonal, analytical, and problem-solving skills.
  • Passionate and enthusiastic about excellence, continually striving to exceed client expectations.
  • Good logical, analytical and creative with strong influencing skills.
  • Excellent communication skills, with the ability to maintain open, honest and trusting relationships.

    Welcome to #TheSantanderEffect .Here, with only a small action or a simple idea, you can do great things. Weoffer you the advantages and the means to contribute to the progress of morethan 140 million people around the world.

    These are the key factors thatmultiply the actions of all our employees :

  • Meaningful Impact - Where the effect of your work makes a difference and helps people to prosper
  • Personal and Professional Growth - The chance to develop through world-class training, challenging work, and different roles
  • Respect - Be part of an organization that cares about its people, its wider community, and the environment
  • Co-worker quality - Work with inspiring professionals who are leaders in their field
  • Global stability - Work for a solid global organization that has successfully reinvented itself many times in its 160- year history.
  • If you want toknow more about us, follow us on

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