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.
What We Do...
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.
That’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.
About the Customer Technology Director role…
The 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.
The 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.
What you’ll do…
- Partner 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.
- Identify, assess and prioritise AI and automation use cases with customer and operations teams, balancing discovery, delivery, adoption and value realisation.
- Translate 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.
- Lead the evolution of case management, customer data, knowledge management, customer health, onboarding workflows, self-service and AI-enabled capabilities such as agent assistance.
- Govern 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.
- Define how AI capabilities are tested before and after release for quality, safety, reliability and customer impact.
- Lead initiatives from discovery through build, UAT, go-live and hypercare, while balancing strategic change with urgent fixes and BAU operations.
- Manage vendors, implementation partners, budgets and licensing, ensuring technology investment delivers measurable customer and operational value.
- Coordinate with GTM Technology, Product, Engineering, Security, Data and Finance, and drive adoption through training, rollout planning and post-launch support.
- Build and lead a high-performing team spanning strategy, business analysis, delivery, engineering, platform administration, quality and enablement.
What you have…
- Vast experience across customer technology, customer operations, service technology, customer success operations, business systems or a related field, including extensive experience in senior leadership.
- A track record of shaping and delivering technology strategy in a high-growth, enterprise or B2B SaaS environment, with…