Senior Product Manager - Conversational Banking at N26
Berlin, Germany
Posted
on-site · full-time · Visa sponsorship
Responsibilities:
- Map and redesign service processes end-to-end to remove failure demand and improve resolution efficiency.
- Lead optimisation and scaling of Salesforce as the case-management backbone to boost agent capabilities.
- Identify automation opportunities and implement workflow changes that deliver measurable efficiency and quality gains.
- Manage operational readiness for product/market launches: tooling, training, compliance and enablement.
- Convert operational metrics and agent feedback into a prioritised, data-driven product roadmap.
- Present progress, risks and strategic trade-offs to leadership and steering committees.
Requirements:
- 5+ years product management experience, with hands-on ownership of platforms or tooling used by operations teams.
- Demonstrated success delivering workflow automation and process improvements with quantified savings.
- Knowledge of contact-centre tech (routing, case management, telephony); AWS Connect experience is a plus.
- Experience applying AI for agent-assist or automated journeys is highly desirable.
- Background in banking/fintech or regulated industries, including experience coordinating compliance sign-off.
- Strong analytical skills and comfort building operational dashboards (Power BI/SQL or equivalent).