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

Job description

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 be…