Head of Product Comms

Kraken; Greater London; Hybrid; GBP 171,000 - 210,000; Full time

Job summary

A sustainable energy technology company is seeking a Head of Product - Comms to lead the development of customer engagement platforms. This senior role involves owning product strategies across multiple communication channels, managing a team of product managers, and integrating AI to enhance user experience. The successful candidate will have extensive experience in SaaS product management and strong communication skills, contributing to the company's mission of supporting utilities in the clean energy transition.

Benefits

Competitive salary

Diverse work environment

Flexible working arrangements

Qualifications

• 8+ years in SaaS product management, including senior leadership experience.
• Experience with voice platforms and customer engagement systems.
• Excellent written and verbal executive communication skills.

Responsibilities

• Own the customer engagement platform across voice and digital channels.
• Lead and grow a team of product managers, focusing on product excellence.
• Drive strategic partnerships and enhance product portfolio.

Skills

SaaS product management

CCaaS experience

Strong product mindset

Executive communication skills

Experience with AI

Coaching product managers

Job description

Help us use technology to make a big green dent in the universe! Kraken powers some of the most innovative global developments in energy. We’re a technology company focused on creating a smart, sustainable energy system. From optimising renewable generation, creating a more intelligent grid and enabling utilities to provide excellent customer experiences, our operating system for energy is transforming the industry around the world in a way that benefits everyone. It’s a really exciting time in energy. Help us make a real impact on shaping a better, more sustainable future.

About The Role

Kraken powers how utilities engage with millions of customers every day. Communication is how our clients build trust and accelerate the transition to clean energy. We are building communications as infrastructure for climate impact. As the Head of Product - Comms, you’ll own the portfolio of products that enable customer engagement across voice and digital channels. This includes global inbound and outbound calling, bulk and digital messaging, outbound campaign management, routing and orchestration, workforce integrations, and the foundations required to scale communications and excellent customer experiences globally. This is a senior product leadership role for someone who combines strong product judgment, clear executive communication, and disciplined decision‑making. You’ll lead and grow a team of product managers, scale and modernise an established portfolio, and stay close enough to the work to continuously raise the bar for both product excellence and Kraken culture.

🚀 What you’ll own (and be famous for here)

The communications backbone for climate impact

You’ll own Kraken’s customer engagement platform spanning voice, digital channels, bulk messaging, routing and orchestration, and workforce engagement to help improve how our clients communicate and deliver exceptional customer experiences. These are always‑on, business‑critical systems where reliability, resilience, and calm execution matter.

A product strategy that knows when to build, buy, or partner

This portfolio is established and scaling, with new innovations, and expanding quickly with strategic partnerships. You’ll decide where Kraken differentiates, where we integrate, and where we deliberately do less, with a clear focus on leverage and long‑term value.

ROI discipline without killing innovation

You’ll run the portfolio with clear bets, explicit trade‑offs, and ruthless prioritisation. Roadmaps will explain themselves. Teams will understand why they are building something, what problem it solves, and how success will be measured.

AI where it actually matters

You’ll bring a strong point of view on where AI meaningfully improves communications products, including routing and orchestration, automation of communications, agent assistance, and workforce optimisation. Just as importantly, you’ll know when not to use AI. It’s always value first.

A PM team that thinks like business owners

You’ll lead, coach, and develop product managers with a player‑coach mindset. You’ll raise the bar on product judgment, structured thinking, and outcome orientation. PMs on your team will learn how to operate with clarity, conviction, and accountability.

A trusted voice with real autonomy

You’ll be a highly trusted, autonomous leader within the product organization. You’ll have real ownership and decision‑making authority, backed by strong partnership with peers and leadership. When trade‑offs are hard, your thinking will be relied on.

A culture carrier, not just a portfolio owner

You’ll actively raise the bar for product management and Kraken culture. You’ll model care, curiosity, and high standards. You’ll help build an environment where people do the best work of their careers while having fun and staying grounded in our mission.

🧠 What You Bring To The Party

• 8+ years in SaaS product management, including senior leadership experience
• Experience with CCaaS, voice platforms, digital messaging, or adjacent customer engagement systems
• A world‑class product mindset with strong opinions held lightly
• Structured thinking and comfort navigating technical and business trade‑offs
• Strong commercial instincts and a value enablement lens
• Excellent executive communication skills, written and verbal
• Hands‑on experience using AI in product management, paired with sound judgment about its limits
• Proven experience coaching and developing product managers

⭐ Bonus points for…

• Experience building or leading products in complex or regulated environments such as energy, fintech, healthcare, or government
• Global product experience, including international telephony, localization, regulatory constraints, and operating across regions
• A track record of influencing executives, customers, and sometimes politely skeptical engineers through clarity of thinking
• Experience navigating build vs buy vs partner decisions at scale
• Leading modernization efforts without losing momentum or morale

💚 Why this role matters

• If we get communications right, we help utilities build trust with millions of people. This is communications as infrastructure for climate impact
• If we make it easier for customers to get support, stay informed, and take action, we accelerate the transition to clean energy
• Expect real ownership, meaningful ambiguity, and the autonomy to shape both product and culture. You’ll have the space to build something durable, trusted, and genuinely differentiated in an industry that badly needs it

🔥 If you’re reading this thinking “this is me, ” then it probably is.

• If you’re reading this thinking “this is intimidating but exactly the challenge I’ve earned,” that’s even better. Either way, we’d love to talk

NYC & East Coast candidates

The salary range for this role in NYC / East Coast we have the ranges on average from $230,000-$280,000 depending on relevant experience, role alignment, and expertise demonstrated throughout the interview process. While the broad salary range is listed, not all candidates will be placed at the top of the range—this will be determined by the overall fit for the position. If you have questions about this, just ask! Our recruiters are happy to provide more context.

Kraken is a certified Great Place to Work in France, Germany, Spain, Japan and Australia. In the UK we are one of the Best Workplaces on Glassdoor with a score of 4.5 and in Germany we rate 4.7 on Kununu as a Top Company. Check out our Welcome to the Jungle site (FR/EN) to learn more about our teams and culture.

Are you ready for a career with us? We want to ensure you have all the tools and environment you need to unleash your potential. If you have any specific accommodations or a unique preference, please contact us at [e-mail] and we’ll do what we can to customise your interview process for comfort and maximum magic!

Studies have shown that some groups of people, like women, are less likely to apply to a role unless they meet 100% of the job requirements. Whoever you are, if you like one of our jobs, we encourage you to apply as you might just be the candidate we hire. Across Kraken, we're looking for genuinely decent people who are honest and empathetic. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. We consider all applicants without regard to race, colour, religion, national origin, age, sex, gender identity or expression, sexual orientation, marital or veteran status, disability, or any other legally protected status. U.S. based candidates can learn more about their E rights here.

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