Product Manager – Agent Experience (French/English)

Product Manager – Agent Experience Location: Paris preferred, possibility in London (hybrid, three days per week in the office) Team: Customer Care Languages: Fluency in French and English Contract: Permanent (CDI) Reports to: Lead Product Manager Note: this position is open in Paris and London and requires that you already have the right to work in the country where you will be based (EU for Paris, United Kingdom for London). We cannot offer visa sponsorship, but we consider sponsorship on a case-by-case basis: keep an eye on our careers site for future opportunities. Please submit your CV in English. About Kaluza Kaluza is the Energy Intelligence platform that turns the complexity of energy into seamless coordination. We help energy companies meet today's challenges while accelerating the transition to a clean and electrified future. Our platform orchestrates millions of decisions in real time across homes, devices, markets and grids. By combining predictive algorithms and human-centered design, Kaluza makes clean energy reliable, affordable and suited to everyday life. With teams in Europe, Asia and Australia, and a joint venture with Mitsubishi Corporation in Japan, we support major players such as OVO, AGL and ENGIE, as well as innovative companies such as Volvo and Volkswagen. What you will do - Drive the roadmap: carry the strategy for Kaluza Agent Experience (KAE) end to end in the European market, in line with global product objectives and refined by local customer needs and agent behaviours. You will track key operational indicators (AHT, FCR, CSAT, AI adoption, onboarding) to ensure that every change improves the experience of agents and customers. - Design journeys and ensure UX consistency: be the guardian of the agent experience across all of KAE. You will work with UX and business teams to apply common patterns, reduce agents' cognitive load and stay aligned with the design system, including when new automation and AI-assistance capabilities are introduced. - Lead integrations and customer onboarding: manage technical and product integrations with third-party platforms, and oversee end to end the deployment of new KAE instances for new customers, from the discovery phase through to production. - Ensure accessibility and compliance: champion European accessibility regulations by design, translating regulatory and market-specific requirements into concrete technical needs. - Support customers and create value: be the trusted expert for customers on agent experience, advocating native platform configuration rather than custom development. - Stay hands-on, from delivery to adoption: get involved across the entire product development lifecycle (PDLC), from discovery sessions with agents to feedback loops, and produce the materials that encourage adoption on the customer side. (Note: travel to customer sites, for example in Brussels, should be expected, approximately 1 to 3 times per month at first, then 1 to 2 times per quarter.) What you will bring Ideally, you have: - Contact centre and UX expertise: solid experience owning end-to-end user journeys for heavily used operational tools (for example agent workstations), with real practice in user research, journey mapping and usability testing with agents and supervisors. - Knowledge of European accessibility and platform integration: a good command of European accessibility standards, as well as proven experience integrating products with third-party platforms and complex vendor ecosystems. - Experience in customer delivery and market expansion: a track record of implementing or localising a product for external enterprise customers, taking solutions from zero to production: discovery, configuration and change management. - Data-driven judgement and influence: demonstrated ability to rely on operational indicators (AHT, FCR, CSAT, agent effort) to defend your product decisions, with a "platform first" mindset that favours existing capabilities over custom code. - Professional bilingualism: complete fluency, in writing and speaking, in French and English. What will make the difference - Experience using AI tools, machine learning capabilities or LLM integrations in product workflows, to enhance platform intelligence and automation directly within customer service workstation environments. - Experience with SaaS platforms, the energy sector or large-scale migrations at utility operators. - Hands-on experience scaling UI consistency across several product teams. Where you will work We offer a flexible working framework, with three days per week in the office. It is the best of both worlds: real-time time together to collaborate and build connections, and the freedom to work as you prefer 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: get straight to the point to focus on concrete results. - Build trust every day: consistency, transparency and keeping your word. - Own the outcomes: total accountability, in successes as in failures, without ego. - Go further together: collaboration, respect and diversity of perspectives. Our benefits - Financial and insurance: discretionary bonus, Alan health cover (mutuelle), death and disability insurance (prévoyance) x3 via Alan, and standard social security contributions (pension, family allowances, unemployment insurance) - Allowances: 50% reimbursement of transport costs, a 200 € remote-working allowance and a 150 € training budget - Leave and flexibility: 25 days of paid leave + public holidays + RTT days, "Moments That Matter" leave, compassionate leave, two paid volunteering days, flexible working and the possibility of a sabbatical Come as you are We want to meet people from all backgrounds. The more inclusive we are, the better our work will be, and we recognise talent on merit and potential. If the role excites you but you do not tick every box, we would still be delighted to hear from you. To find out more, visit our careers page and LinkedIn. Our candidate data protection policy is available here. The benefits remain those of the France template. If a candidate is based in London, the UK template applies, so you could add a sentence such as "Benefits vary depending on the work location". Let me know if you want me to include it. Find more English Speaking Jobs in France on Arbeitnow