Senior Product Manager - Assistance

Summary

Join N26 as a Product Manager - Support Experience and contribute to the company's growth by building and iterating features, tools, and controls to enhance customer support across various channels while reducing operational costs. You will lead a cross-functional team, supporting diverse segments within the bank and offering advice on a wide range of products and market launches. This role involves managing the end-to-end customer support experience, developing and improving support channel features, shaping product roadmaps, analyzing data and user feedback, driving continuous product improvement, and managing both internal and external stakeholders. You will also be responsible for setting team goals and ensuring the achievement of desired economic and operational KPIs. The position offers a high degree of autonomy, access to cutting-edge technologies, and the opportunity to work with a diverse team.

Requirements

• 3+ years experience in product management roles independently managing cross functional team
• 2+ years experience in support channels within a product management role
• Excellent English fluency (spoken and written) and communications skills, the ability to translate complex issues into simple terms is essential
• Strong in analytics, structured, data driven and detailed oriented
• High work ethics and an intrinsic desire to deliver high quality products

Responsibilities

• Be responsible for an exceptional customer support experience end to end including channels such as messaging, phone line, emails, secure inbox, social and the overall support ecosystem
• Be responsible for discovery, development and improvement of new and existing features within the support channels team
• Own and shape the backlog, roadmap and vision of a cross-functional product team
• Analyze data and user feedback, and turn them into actionable insights for your team
• Drive continuous product improvement for the existing solutions
• Manage external product partners as well as internal stakeholders and communication
• Interface with regulatory teams, business development, operations and customer service to ensure that the desired economic and operational KPIs are met throughout the lifecycle of the product portfolio
• Be responsible for setting goals for the team and delivering the outcomes against these goals

Preferred Qualifications

• Experience in banking industry is a plus
• Significant B2C Digital experience building products that end users love
• An understanding of Support Experience (for both customers and internal agents); Conversational Banking; Generative AI; and Regulatory Compliance products
• A people person, with a business mindset
• You fall in love with problems, not with solutions
• Autonomous to execute and collaborative to think
• Not afraid of diving into extremely complex problems you have never worked on
• Used to give (and receive) open, direct and timely feedback
• Pragmatic, not dogmatic. You can paint the big picture without forgetting the immediate needs

Benefits

• Discounts to fitness & wellness memberships, language courses, public transportation and more
• 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
• A Premium N26 bank account. As well as subscriptions for friends and family members
• Varying vacation days depending on your location of work and duration of your internship
• 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 backgrounds