Product Manager, Kaluza

• 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 professional bilingual fluency (written and spoken) in both English and French
• 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

Desirable

• Reporting To: Lead Product Manager
• 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.)