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

Product Manager - Agent Experience Location: Paris, France preferred, open to London applicants (hybrid, three days a week in the office) Team: Customer care Salary: €46,000 – €55,000 / £47,000 – £59,000 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. What you’ll do • 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 professiona