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

h4 strong Product Manager - Agent Experience nbsp; br /strong /h4 p strong Location: /strong Paris, France preferred, open to London applicants (hybrid, three days a week in the office) br strong Team: /strong Customer care br strong Salary: /strong €46,000 – €55,000 / £47,000 – £59,000 br strong Language: /strong Fluency in French amp; English br strong Contract: /strong Permanent nbsp; br strong Reporting To: /strong Lead Product Manager /p p strong em Please note: nbsp; /em /strong em 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 /em . /p p strong About Kaluza /strong /p p a href= https://www.kaluza.com/ Kaluza /a nbsp;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. /p p 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. /p p 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. /p p strong What you’ll do /strong /p ul li style= font-style: italic; em strong Own the Roadmap: /strong 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. /em /li li strong Drive Journey Design amp; UX Consistency: /strong 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. /li li strong Lead Integrations amp; Client Onboarding: /strong 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. /li li strong Ensure Accessibility amp; Compliance: /strong Champion EU accessibility regulations by design, translating regulatory and market-specific needs into actionable engineering requirements. /li li strong Engage Clients amp; Drive Value: /strong Serve as the trusted expert for clients on agent experience, advocating for platform-first configuration over bespoke builds /li li strong Hands-on Delivery amp; Enablement: /strong 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. br br (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.) /li /ul p strong What you’ll bring br /strong br Ideally, you’ll have: /p ul li strong Contact Centre amp; UX Expertise: /strong 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. /li li style= font-style: italic; em strong EU Accessibility amp; Platform Integration: /strong Strong working knowledge of EU accessibility standards alongside proven experience integrating products with complex third-party platforms and vendor ecosystems. /em /li li style= font-style: italic; em strong Client Delivery amp; Market Expansion: /strong Successful track record implementing or localizing a product for external enterprise clients, taking solutions from zero to live through discovery, configuration, and change management. /em /li li style= font-style: italic; em strong Data-Informed Judgement amp; Influence: /strong 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. /em /li li style= font-style: italic; em strong Bilingual Capability: /strong Full professional bilingual fluency (written and spoken) in both English and French. /em /li /ul p What will set you apart nbsp; /p ul li style= font-style: italic; em 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. /em /li li Prior experience within SaaS platforms, the energy sector, or large-scale utility migrations. /li li Hands-on experience to scale UI consistency across different product teams. /li li Hands-on experience to scale UI consistency across different product teams. /li /ul p strong Where you'll work br /strong 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. /p p strong Our Values /strong /p p Five values guide how we work at Kaluza: /p ul li strong Play to win: /strong Collective pride in decarbonising energy at scale. /li li strong Solve the real problem: /strong Cutting through complexity to focus on real-world outcomes. /li li strong Build trust every day: /strong Consistency, transparency and doing what we say. /li li strong Own the outcome: /strong Full accountability, wins and setbacks, without ego. br strong Go further together: /strong Collaboration, respect and different perspectives. /li /ul p strong Our Perks /strong /p ul li strong Financial amp; Insurance: /strong Discretionary bonus, Alan Mutuelle Health Insurance, x3 Life amp; Death insurance (Prévoyance) via Alan, and standard Sécurité Sociale contributions (pension, family allowance, unemployment insurance) /li li strong Allowances: /strong 50% commuting expense reimbursement, €200 Home Working Allowance, and €150 Learning Fund /li li strong Time Off amp; Flexibility: /strong 25 days holiday + bank holidays + RTT days, Moments That Matter Leave, Compassionate Leave, two paid Volunteering Days, Flexible Working, and Career Break eligibility /li /ul p strong We want the best people /strong br We’re keen to meet people from all walks of life — our view is that the more inclusive we are, the better our work will be. We want to build teams which represent a variety of experiences, perspectives and skills, and we recognise talent on the basis of merit and potential. /p p strong Come as you are /strong /p p 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. /p p Find out more on our a href= https://www.kaluza.com/careers/ careers page /a and a href= https://www.linkedin.com/company/kaluza/ LinkedIn /a . Our Applicant Data Protection Policy is a href= https://www.kaluza.com/applicant-data-protection-notice/ here /a . /p Find Jobs in France on Arbeitnow