Senior Product Manager - Conversational Banking

About the role

Senior Product Manager for Operations & Automation, owning 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.

What you'll do

• 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'll need

• 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.
• Experience in banking, fintech or another regulated environment, including coordinating compliance and legal sign-off on the way to market.
• 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.

Nice to have

• Experience with contact-centre technology (routing, case management, telephony integration); familiarity with AWS Connect and cloud contact-centre design.
• Experience applying AI in a service context for agent-assist, knowledge surfacing, or automated client journeys (e.g. on AWS Bedrock or similar).

What they offer

• Competitive personal development budget, work from home budget, fitness & wellness memberships, language apps and public transportation discounts.
• Two dedicated office days per week plus remote work flexibility.
• Premium N26 bank account subscription and access for friends and family.
• Additional day of annual leave for each year of service.
• Relocation package with visa support.