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