KeyStep

Senior Product Manager - Conversational Banking

N26

Berlin, Germany

about 4 hours ago

full-time

Skills & Technologies

RoadmapProcess ImprovementStrategyComplianceSalesforceCRMWorkflow AutomationAutomation

Job Description

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,