Product Manager (CCaaS) - French Speaking

Kaluza; Greater London; Vor Ort; GBP 39.000 - 48.000; Vollzeit

Zusammenfassung

Kaluza is seeking a Product Manager to lead the Customer Care product strategy for ENGIE France. Based in Paris with hybrid office days, you will steer delivery, define priorities, and drive measurable value for end users and customers.

You will partner with engineering, design, data, and commercial teams, owning the roadmap and ensuring French localisation requirements are met while leveraging global capabilities.

Qualifikationen

• Significant product leadership in enterprise SaaS.
• Deep knowledge of contact centre operations and agent workflows.
• Experience working with French enterprise clients.

Aufgaben

• Lead Product Strategy: own the Customer Care product strategy and roadmap for Kaluza clients in France, balancing Global Core reuse with specific French localisation requirements.
• Build High-Value Solutions: develop tools for the Contact Centre Solution, including CCaaS and Case Management.
• Drive AI Innovation: use AI to automate and personalise customer experiences and improve agent productivity.
• Foster Client Partnerships: act as senior product counterpart to client stakeholders (e.g., ENGIE).
• Execute & Optimise: lead cross-functional teams to ensure delivery and unblock dependencies.
• Deliver Operational Excellence: track metrics like AHT, FCR, CSAT, and NPS to prove cost-to-serve improvements.

Kenntnisse

Strategy leadership

Stakeholder mgmt

Agile

Enterprise SaaS

Contact centre ops

Jobbeschreibung

Job title: Product Manager

Location: Paris - Hybrid - 3 days in office

Salary: €45,600 - €57,000

Team: Product Management - Customer Care Value Stream

Reporting to: Head of Product

This role is based in France and requires the successful candidate to be based in or willing to relocate to France. Fluent French and English (spoken and written) are essential for this position.

At this time, we are not able to offer visa sponsorship for this role. We are committed to building a diverse, global team and our sponsorship policy is evaluated on a role-by-role basis. We encourage you to keep an eye on our careers site to stay informed about future opportunities where we are able to offer visa sponsorship.

Please submit your profile in English.

Kaluza is the Energy Intelligence Platform, turning energy complexity into seamless coordination. We help energy companies overcome today's challenges while accelerating the shift to a clean, electrified future. Leveraging Data, AI, and real-time decision-making we turn energy complexity into growth opportunities for our partners.

By combining predictive algorithms with human-centred design, Kaluza makes clean energy dependable and affordable.

With teams across Europe, North America, Asia and Australia, and a joint venture with Mitsubishi Corporation in Japan, we power leading companies including OVO, AGL and ENGIE, as well as innovators like Volvo and Volkswagen.

Where in the world of Kaluza will I be working

You will be specifically working with the team building out our contact centre solution and the Kaluza Agent Experience (KAE). Our Customer Care platform powers AI-driven, cost-efficient service operations for global energy retailers, enabling personalised customer experiences across contact centres, digital channels, and case management.

This role is mission-critical to Kaluza's vision. You will lead the product strategy, delivery, and client outcomes for Kaluza's Customer Care solutions for ENGIE France , while contributing to the evolution of our Global Core capabilities.

What will I be doing?

As the Customer Care Product Manager, you are accountable for the outcomes delivered by your product. You will ensure design and engineering teams have absolute clarity on priorities and scope to drive meaningful results for end users and commercial value.

You will:

• Lead Product Strategy: Own the Customer Care product strategy and roadmap for Kaluza clients in France, balancing Global Core reuse with specific French localisation requirements.
• Build High-Value Solutions: Develop our suite of tools for the Contact Centre Solution, including CCaaS (Contact Centre as a Service) and Case Management, to enable efficient, high-value conversations.
• Drive AI Innovation: Utilise the latest AI technology to automate and personalise the customer experience and champion agent productivity tools.
• Foster Client Partnerships: Act as the senior product counterpart to client stakeholders (such as ENGIE), leading workshops and translating their needs into scalable capabilities.
• Execute & Optimise: Lead cross-functional teams (engineering, design, data, and commercial) to ensure efficient delivery, removing blockers and resolving cross-team dependencies.
• Deliver Operational Excellence: Define and track key contact centre metrics such as AHT, FCR, CSAT, and NPS to ensure solutions deliver measurable cost-to-serve improvements.

Is this the job for me?

You are the right person for us if you:

• Have significant product leadership experience in enterprise SaaS and have worked in agile product organisations.
• Possess deep knowledge of contact centre operations and agent workflows.
• Have experience working with French enterprise client