Product Manager - Agent Experience (Fluency in French & English required)

Description

Product Manager - Agent Experience

Location: Paris preferred, open to London (hybrid, three days a week in the office)

Team: Customer care

Language: Fluency in French & English

Contract: Permanent

Reporting To: Lead Product Manager

Please note: This role requires an existing right to work in the EU. We can’t offer visa sponsorship, but we review sponsorship role by role, so keep an eye on our careers site for future opportunities .

About Kaluza

Kaluza is the Energy Intelligence Platform, turning energy complexity into seamless coordination. We help energy companies overcome today’s challenges while accelerating the shift to a clean, electrified future.

Our platform orchestrates millions of real-time decisions across homes, devices, markets and grids. By combining predictive algorithms with human-centred design, Kaluza makes clean energy dependable, affordable and adaptive to everyday life.

With teams across Europe, Asia and Australia, and a joint venture with Mitsubishi Corporation in Japan, we power leading companies including OVO, AGL and ENGIE, as well as innovators like Volvo and Volkswagen.

Responsibilities

• Own the Roadmap: Lead the end-to-end strategy for Kaluza Agent Experience (KAE) within the European market—grounded in global product goals but sharpened by local client needs and agent behaviors. Driving core operational metrics (AHT, FCR, CSAT, AI adoption, onboarding)ensuring capabilities improve agent/customer outcomes.
• Drive Journey Design & UX Consistency: Act as guardian of agent UX across KAE to ensure coherence across the experience. Partnering with UX and domain teams to apply shared patterns consistently, reduce agent cognitive load, and maintain alignment and compliance with the design system as new automation and assistive/AI capabilities are introduced.
• Lead Integrations & Client Onboarding: Drive technical and product integrations with third-party platforms and oversee spinning up new KAE instances end-to-end for incoming clients from discovery through go-live.
• Ensure Accessibility & Compliance: Champion EU accessibility regulations by design, translating regulatory and market-specific needs into actionable engineering requirements.
• Engage Clients & Drive Value: Serve as the trusted expert for clients on agent experience, advocating for platform-first configuration over bespoke builds
• Hands-on Delivery & Enablement: Maintain active involvement across the entire Product Development Life Cycle (PDLC)—from agent discovery sessions to feedback loops—and produce materials to support successful client adoption.
• (Note: Travel to client sites e.g., Brussels, is expected at roughly 1–3 trips a month initially, tapering to 1–2 times a quarter.)
• What you’ll bring
• Ideally, you’ll have:
• Contact Centre & UX Expertise: Deep experience owning end-to-end user journeys for high-frequency operational tools (e.g., agent desktops), with hands-on craft in user research, journey mapping, and usability testing with agents and supervisors.
• EU Accessibility & Platform Integration: Strong working knowledge of EU accessibility standards alongside proven experience integrating products with complex third-party platforms and vendor ecosystems.
• Client Delivery & Market Expansion: Successful track record implementing or localizing a product for external enterprise clients, taking solutions from zero to live through discovery, configuration, and change management.
• Data-Informed Judgement & Influence: Demonstrated ability using operational metrics (AHT, FCR, CSAT, agent effort) to defend product decisions, coupled with a platform-first mindset that prioritizes existing capabilities over custom code.
• Bilingual Capability: Full professional bilingual fluency (written and spoken) in both English and French.
• What will set you apart
• Experience leveraging AI tools, machine learning capabilities, or LLM integrations within product workflows to enhance platform intelligence and automation directly into customer service desktop environments.
• Prior experience within SaaS platforms, the energy sector, or large-scale utility migrations.
• Hands-on experience to scale UI consistency across different product teams.
• Hands-on experience to scale UI consistency across different product teams.
• Where you'll work
• We offer flexible working, with an expectation of 3 days a week in the office. This gives us the best of both: real time together to collaborate and build relationships, with the flexibility to work in the way that suits you best the rest of the week.
• Our Values
• Five values guide how we work at Kaluza:
• Play to win: Collective pride in decarbonising energy at scale.
• Solve the real problem: Cutting through complexity to focus on real-world outcomes.
• Build trust every day: Consistency, transparency and doing what we say.
• Own the outcome: Full accountability, wins and setbacks, without ego.
• Go further together: Collaboration, respect and different perspectives.
• Our Perks
• Financial & Insurance: Discretionary bonus, Alan Mutuelle Health Insurance, x3 Life & Death insurance (Prévoyance) via Alan, and standard Sécurité Sociale contributions (pension, family allowance, unemployment insurance)
• Allowances: 50% commuting expense reimbursement, €200 Home Working Allowance, and €150 Learning Fund
• Time Off & Flexibility: 25 days holiday + bank holidays + RTT days, Moments That Matter Leave, Compassionate Leave, two paid Volunteering Days, Flexible Working, and Career Break eligibility
• Come as you are
• We want to meet people from all walks of life. The more inclusive we are, the better our work will be, and we recognise talent on merit and potential. If you’re excited about the role but don’t tick every box, we’d still love to hear from you.
• Find out more on our careers page and LinkedIn . Our Applicant Data Protection Policy is here .