Product Manager, Kaluza

• A passion for building great products to solve retailer pain points
• Deep understanding of contact centre operations, workflows, and the challenges faced by agents
• Demonstrable experience defining, monitoring, and improving contact centre performance metrics (e.g., AHT, FCR, CSAT, NPS, abandonment rates, service level)
• Proven experience delivering outcomes as a product manager for millions of users: prioritising work, leading complex discovery, fueling efficient delivery
• Experience of working with product teams in an agile environment
• Passionate about working with stakeholders across Kaluza and its clients to ensure high levels of engagement and knowledge sharing
• Exceptional communication, presentation, and interpersonal skills, with the ability to influence and collaborate effectively with clients

Desirable

• Reporting To: Product Director
• As the Customer Care Product Manager, the team that you’ll be specifically working with is building out our contact centre solution and Kaluza Agent Experience (KAE)
• Our clients need to ensure that each of their customers receive a highly personalised customer experience from any interaction and particularly when talking to an agent in a contact centre
• You’ll be building out our suite of tools for our Contact Centre Solution that enables customers to have high value adding conversations whilst resolving their queries efficiently as possible at the lowest cost to serve
• This solution includes the ability for a retailer to receive and send communications to customers (CCaaS / Contact Center as a Service) as well as prioritise, assign and view cases (Case management)
• You’ll also be utilising the latest AI technology to automate and personalise the customer experience
• As a product manager, you own the outcomes driven by the product
• Your role is to make sure the design and engineering have a crystal clear view of the priority and scope of their work to fuel an efficient delivery, feeding into positive outcomes for our end users and commercial success for Kaluza and our clients
• This role requires a strong blend of strategic thinking, technical acumen, and a deep understanding of contact centre operations and agent workflows
• Your role will involve leveraging data analytics to understand product performance and drive continuous improvement
• You'll be adept at defining, tracking, and interpreting key contact centre performance metrics to ensure our solutions are delivering tangible value and achieving desired outcomes for our clients
• These products are mission-critical to Kaluza’s vision and objective to enable global energy retailers to provide exceptional, AI-driven, and cost-efficient customer service
• If you’re looking for a challenging but high impact role and have the right experience, we think this is a career defining opportunity and would love to hear from you!

• Closing date for applications: 22nd July 2025