Senior Product Manager

Summary

Join N26 as a Product Manager - Support Experience and contribute to their growth by building and iterating features, tools, and controls to enhance customer support across various channels. You will lead a cross-functional team, focusing on customer support experience and customer service operations enablement, supporting various segments within the bank. This role involves discovering, developing, and improving new and existing features within the support channels team, owning and shaping the backlog, roadmap, and vision of the product team, analyzing data and user feedback, driving continuous product improvement, managing external product partners and internal stakeholders, and ensuring alignment with regulatory teams, business development, operations, and customer service to meet economic and operational KPIs. You will be responsible for setting goals for the team and delivering outcomes against these goals.

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

• You will 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
• You are responsible for discovery, development and improvement of new and existing features within the support channels team
• You own and shape the backlog, roadmap and vision of a cross-functional product team
• You will analyse data and user feedback, and turn them into actionable insights for your team
• You drive continuous product improvement for the existing solutions
• You manage external product partners as well as internal stakeholders and communication
• You 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
• You are 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

Benefits

• Employee benefits include 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