Product Manager - Agent Experience (Fluency in French & English required)
Core
Own the end-to-end strategy for Kaluza Agent Experience (KAE) within the European market, driving core operational metrics (AHT, FCR, CSAT, AI adoption) and ensuring capabilities improve agent/customer outcomes.
Role type
Senior Product Manager (Agent Experience)
Builds
Kaluza Agent Experience platform for energy companies
Domain
Energy sector / SaaS / Customer Care
Deliverable
production ML models
Required skills
Roadmap strategy, Journey design & UX consistency, Third-party platform integrations, EU accessibility compliance, Client delivery & onboarding, Data-informed decision making
Preferred skills
AI/LLM integration in product workflows, Energy sector experience, Large-scale utility migrations, UI consistency scaling
Technologies
Kaluza Agent Experience, Predictive algorithms, AI/ML tools, LLMs
Responsibilities
Lead end-to-end strategy for KAE within the European market; Act as guardian of agent UX across KAE; Drive technical and product integrations with third-party platforms; Champion EU accessibility regulations by design; Serve as the trusted expert for clients on agent experience; Maintain active involvement across the entire Product Development Life Cycle (PDLC)
Seniority
Senior, hands-on IC