Overview

In this role you own the platforms powering the service organization, including Salesforce-based case management and the automation layer that reduces routine work. You will scale agent tooling and operational processes across markets, enabling efficient, compliant service at scale. You’ll work cross-functionally to re-engineer workflows, translate data into strategy, and partner with leadership to steer program outcomes. This is a hands-on, impact-focused position in an innovative fintech with a mission to deliver seamless digital banking experiences.

Compensaciones / Ventajas

- personal development budget
- work from home budget
- fitness & wellness discounts
- language apps
- public transportation discounts
- office collaboration day(s) per week

Responsabilidades

- Re-engineer service processes end-to-end to map workflows across channels and back office and embed redesigned processes into the platform.
- Drive optimization of Salesforce as the core case-management backbone to elevate agent capabilities.
- Scale workflow automation and tooling to remove high-volume, low-complexity work with measurable efficiency gains.
- Own operational readiness for product and market launches across processes, tooling, compliance, and agent enablement.
- Translate data into product strategy by analyzing driver data, handling times,



failure demand, and agent feedback to identify high-impact roadmapped problems.
- Influence senior stakeholders by communicating progress, trade-offs, and strategic outcomes to EXCO/SteerCo

Requisitos principales

- 5+ years of product management experience with platforms and tooling used by agents/operations teams
- Proven track record delivering workflow automation and process improvement with quantified savings
- Experience with contact-centre tech (routing, case management) ; familiarity with AWS Connect and cloud CC design a strong plus
- Experience applying AI in a service context for agent-assist, knowledge surfacing, or automated journeys (e.g., AWS Bedrock) a strong plus
- Experience in banking/fintech or other regulated environment with coordinating compliance and legal sign-off
- Strong quantitative/analytical skills; capable of building data views (Power BI, SQL)
- Process-improvement mindset and structured methods (Six Sigma or equivalent)
- Exceptional communication skills with experience presenting to EXCO/SteerCo
- High integrity and end-to-end ownership focus

- strong communication
- analytical mindset
- cross-functional collaboration
- Salesforce
- AWS Connect
- AWS Bedrock (or similar AI in service)

📌 Senior Product Manager - Operations Automation & Enablement (OAE) - barcelona
🏢 N26
📍 Barcelona