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Senior Product Manager - Conversational Banking
Department:Product - Assistance
Location:Berlin
About the opportunity
We are seeking a hands-on Senior Product Manager with a passion for the systems behind great service and a strong operational instinct to join our Conversational Banking group. As Senior Product Manager for Operations & Automation, you will own the platforms our service organisation runs on Salesforce as the agent and case-management backbone, the automation layer that removes routine work, and the operational tooling that lets N26 scale support across markets without proportionally increasing costs. Conversational Banking is how N26 is there for clients on their terms; and in this role, you are building the engine room that makes those seamless interactions possible. You will work in a cross-functional team of Product Managers, Designers, Engineers and analysts, and partner closely with all product areas.In this role, you will:
- Re-engineer service processes end to end: Map how work actually flows across contact channels, cases and back office; identify waste, failure demand and procedural gaps; redesign processes for resolution and efficiency; and embed the redesigned process into the platform so it sticks.
- Drive CRM enablement: Lead the optimization and scaling of Salesforce as our core case-management backbone to continuously elevate agent capabilities.
- Scale workflow automation and process improvement across service operations: Identify high-volume, low-complexity work and removing it through automation, smarter tooling and redesigned agent journeys, with measurable efficiency and quality outcomes.
- Own operational readiness: Manage readiness for product and market launches across the service organisation processes, tooling, compliance sign-off, and agent enablement.
- Translate data into product strategy: Analyze contact drivers, handling times, failure demand, and agent feedback as continuous inputs to identify the next high-impact problems to solve on your roadmap.
- Influence senior stakeholders: Effectively communicate progress, complex trade-offs, and strategic outcomes to leadership forums and SteerCo.
What you need to be successful:
- 5+ years of product management experience, with significant time spent on the platforms and tooling that agents and operations teams use every day.
- Demonstrated track record of delivering workflow automation and process improvement with quantified operational savings is a must-have.
- Experience with contact-centre technology (routing, case management, telephony integration); familiarity with AWS Connect and cloud contact-centre design is a strong plus.
- Experience applying AI in a service context for agent-assist, knowledge surfacing, or automated client journeys (e.g. on AWS Bedrock or similar) is a strong plus.
- Experience in banking, fintech or another regulated environment, including coordinating compliance and legal sign-off on the way to market, is a must-have.
- Strong quantitative and analytical skills; comfortable building the data views that operations and leadership run on (Power BI, SQL or similar).
- A process-improvement mindset and structured methods (Six Sigma or equivalent) for finding and removing operational waste.
- Exceptional communication skills, with experience presenting to EXCO/SteerCo-level audiences.
- A high level of integrity and work ethic, with an intrinsic desire to build things that work end to end, caring as much about what happens behind the scenes as what the client sees.
What’s in it for you:
- Accelerate your career growth by joining one of Europe’s most talked about disruptors 🚀.
- Employee benefits that range from a competitive personal development budget, work from home budget, discounts to fitness & wellness memberships, language apps and public transportation.
- Come together with your team in the office for a dedicated day of teamwork each week, plus another day of your choice, and enjoy the flexibility of remote work the rest of the time. Some roles may require additional in-office presence.
- As an N26 employee you will have access to a Premium subscription on your personal N26 bank account. As well as subscriptions for friends and family members.
- Additional day of annual leave for each year of service.
- A high degree of autonomy and access to cutting edge technologies - all while working with a friendly team of peers of diverse nationalities, life experiences and family statuses.
- A relocation package with visa support for those who need it.