{"id":4158739,"url":"https://alion.io/job/siteminder-customer-technology-director","title":"Customer Technology Director","company":{"id":4767,"name":"SiteMinder","domain":"siteminder.com","url":"https://alion.io/company/siteminder","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":88,"open_postings":16,"ghost_share":0,"stale_share":0.438,"repost_share":0.063,"time_to_fill_p50_days":37,"computed_at":"2026-11-12T10:38:37Z"}},"role":"Leadership","role_family":"Leadership","seniority":"head","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-12T06:59:52Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-12T11:26:36Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"At SiteMinder, we believe our success comes from our people. We build diverse, inclusive teams where different voices, backgrounds and perspectives are valued. Our differences drive innovation for our customers, and our people bring the ideas, expertise and energy that help us keep moving forward. We’re better together.\nWhat We Do...\n Right now, somewhere in the world, a hotel is taking a booking or increasing their revenue through technology you could help build. SiteMinder is the world’s leading hotel commerce platform. For more than 20 years, we’ve helped hotels attract guests, maximise revenue, forecast demand and perform at their best. Today, our platform supports 56,000+ hotels in 150+ countries, connects to 3,000+ partners and powers more than 140m reservations and AU$85 billion+ in hotel revenue each year.\nThat’s the kind of impact your work can have here. You’ll solve meaningful challenges with AI, simplify complexity and build solutions that help hotels perform. Supported by clear purpose, a strong platform and teams who care about what they’re building, you’ll have the opportunity to shape the future of an industry that never stands still.\nAbout the Customer Technology Director role…\nThe Customer Technology Director leads the strategy, governance and evolution of SiteMinder’s customer technology ecosystem. The role enables effective customer journeys from implementation and onboarding through adoption, support, success management, renewal and expansion.\nThe Director is accountable for making AI a practical, responsible part of that operating model: identifying and prioritising opportunities, partnering across Data, AI, Product and Engineering to deliver them, and ensuring solutions are adopted and produce measurable customer and operational value. The role leads the Customer Technology team and works closely with the Director, GTM Technology where customer journeys, data, platforms or integrations overlap.\nWhat you’ll do…\nPartner with Customer teams to create the Customer Technology strategy and AI roadmap across support, onboarding, customer success, CRM, customer communications, workflow automation, integrations and customer intelligence.\n\nIdentify, assess and prioritise AI and automation use cases with customer and operations teams, balancing discovery, delivery, adoption and value realisation.\n\nTranslate customer and operational priorities into business cases, requirements, delivery plans and success measures, acting as the senior technology partner to Customer Support, Onboarding and Customer Success.\n\nLead the evolution of case management, customer data, knowledge management, customer health, onboarding workflows, self-service and AI-enabled capabilities such as agent assistance.\n\nGovern AI use in line with SiteMinder's AI policy and AI Register, setting proportionate practices for data use, human oversight, quality evaluation, monitoring and escalation.\n\nDefine how AI capabilities are tested before and after release for quality, safety, reliability and customer impact.\n\nLead initiatives from discovery through build, UAT, go-live and hypercare, while balancing strategic change with urgent fixes and BAU operations.\n\nManage vendors, implementation partners, budgets and licensing, ensuring technology investment delivers measurable customer and operational value.\n\nCoordinate with GTM Technology, Product, Engineering, Security, Data and Finance, and drive adoption through training, rollout planning and post-launch support.\n\nBuild and lead a high-performing team spanning strategy, business analysis, delivery, engineering, platform administration, quality and enablement.\n\nWhat you have…\nVast experience across customer technology, customer operations, service technology, customer success operations, business systems or a related field, including extensive experience in senior leadership.\n\nA track record of shaping and delivering technology strategy in a high-growth, enterprise or B2B SaaS environment, with strong hands-on experience across customer support, onboarding and customer success platforms, operating models, governance, integrations and technical delivery.\n\nDeep understanding of the customer lifecycle and the needs of Support, Onboarding and Customer Success teams, alongside experience with CRM, case management, customer success, knowledge, communications, workflow automation, analytics and AI-enabled tools.\n\nExperience scaling AI-enabled customer or operational capabilities, from assessing use cases through cross-functional delivery, adoption and measuring outcomes. You understand responsible AI, including human oversight, data protection, evaluation, monitoring and risk management, and can turn governance into practical ways of working.\n\nStrong customer and commercial acumen, connecting technology choices to customer experience, retention, productivity, service quality and business outcomes.\n\nExcellent stakeholder engagement, executive communication, influence and negotiation skills, with the ability to build trust across customer and operational leadership.\n\nStrategic and systems thinking, with the ability to solve immediate operational challenges while progressing a longer-term roadmap across platforms, processes, data, integrations, controls and user experience.\n\nStrong delivery leadership across prioritisation, risk, dependencies, releases and benefits, as well as business analysis, process design, change management and enablement.\n\nA collaborative leadership style and the ability to lead multidisciplinary, distributed teams across time zones.\n\nOur Perks & Benefits…\nFlexibility to work in a Hybrid model (3 days in-office)\n\nAnnual and Sick Leaves\n\nPaid Birthday, Study and Volunteering Leaves every year\n\nMedical Insurance Cover\n\nEmployee Referral Bonus\n\nTenure Bonus\n\nTeam Events & Celebrations\n\nThink this role sounds like you? If so, we’d love to hear from you. Please send us your resume and our Talent Acquisition team will be in touch.\nWhen you apply, feel free to share your pronouns and let us know if you need any adjustments during the interview process, we’re here to support you. We also warmly encourage applications from people from underrepresented backgrounds.","description_format":"text","description_chars":6205,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Health insurance"],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Travel Technology","Scheduling & Booking Software"],"lifecycle":[{"event":"open","at":"2026-11-12T11:26:36Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":37,"reasons":["conf:3","win:early"],"computed_at":"2026-11-12T14:26:42Z"},"pay":null,"html_url":"https://alion.io/job/siteminder-customer-technology-director","json_url":"https://alion.io/job/siteminder-customer-technology-director.json","meta":{"generated_at":"2026-11-12T14:26:42Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":30013,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4767},"rest":"https://alion.io/mcp/rest/get_company?id=4767"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsiteminder-customer-technology-director"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsiteminder-customer-technology-director"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsiteminder-customer-technology-director"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/siteminder-customer-technology-director\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsiteminder-customer-technology-director"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4158739}},{"tool":"search_jobs","arguments":{"company":"siteminder.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4158739},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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