K
Product Manager - Agent Experience (Fluency in French & English required)
Contract type
Ongoing
Work mode
Hybrid · Paris, France · London, United Kingdom
Experience
3 years
Job description
Product Manager for Kaluza Agent Experience (KAE) in the European market, owning the agent experience roadmap, UX consistency, integrations and client onboarding for the customer care product.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Hybrid · Paris, France · London, United Kingdom
- Languages
- English – fluent, French – fluent
- Pay
- EUR 46,000 – 55,000 / year
What you'll do
- 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
- Drive core operational metrics (AHT, FCR, CSAT, AI adoption, onboarding) ensuring capabilities improve agent/customer outcomes
- Act as guardian of agent UX across KAE to ensure coherence across the experience
- Partner 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
- 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
- Champion EU accessibility regulations by design, translating regulatory and market-specific needs into actionable engineering requirements
- Serve as the trusted expert for clients on agent experience, advocating for platform-first configuration over bespoke builds
- 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
- Travel to client sites e.g., Brussels, roughly 1–3 trips a month initially, tapering to 1–2 times a quarter
What we're looking for
- 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
- Strong working knowledge of EU accessibility standards alongside proven experience integrating products with complex third-party platforms and vendor ecosystems
- Successful track record implementing or localizing a product for external enterprise clients, taking solutions from zero to live through discovery, configuration, and change management
- 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
- Full professional bilingual fluency (written and spoken) in both English and French
Nice to have
- 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
Your team
Customer care
Benefits
- Discretionary bonus
- Alan Mutuelle Health Insurance
- X3 Life & Death insurance (Prévoyance) via Alan
- Standard Sécurité Sociale contributions (pension, family allowance, unemployment insurance)
- 50% commuting expense reimbursement
- €200 Home Working Allowance
- €150 Learning Fund
- 25 days holiday + bank holidays + RTT days
- Moments That Matter Leave
- Compassionate Leave
- Two paid Volunteering Days
- Flexible Working
- Career Break eligibility
Apply
Direct apply at Kaluza
Opens the job posting at Kaluza
About Kaluza
The Energy Intelligence Platform
Kaluza 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.
Mission
Turning energy complexity into seamless coordination, helping energy companies overcome today's challenges while accelerating the shift to a clean, electrified future.
Key facts
- Energy Intelligence Platform
- Teams across Europe, Asia and Australia
- Joint venture with Mitsubishi Corporation in Japan
- Powers leading companies including OVO, AGL and ENGIE, as well as innovators like Volvo and Volkswagen
Partners & customers
OVOAGLENGIEVolvoVolkswagenMitsubishi Corporation
What they value
- Play to win
- Solve the real problem
- Build trust every day
- Own the outcome
- Go further together