Senior Product Manager - Conversational Banking

About the role

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. N26 has reimagined banking for today's digital world. Technology and design empower everything we do and it's how we are building the global banking platform the world loves to use. We've eliminated physical branches, paperwork, and hidden fees for an elegant digital experience and supreme savings. Giving people the power to live and bank their way is what gets us out of bed in the morning and inspires the work that we do. We are headquartered in Berlin with offices in multiple cities across Europe, including Vienna and Barcelona, and a 1,500

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