Product Manager (CCaaS) - French Speaking

Kaluza; Greater London; Hybrid; GBP 39,000 - 48,000; Full time

Job summary

Kaluza is seeking a Customer Care Product Manager in Paris to own the product strategy, delivery, and client outcomes for the Kaluza Agent Experience and related contact-centre tooling. You will balance global core reuse with French localisation to serve enterprise clients such as ENGIE France.

You will lead cross‑functional teams, run workshops with stakeholders, and define metrics (AHT, CSAT, NPS) to prove value and improve cost-to-serve.

Qualifications

• Significant product leadership experience in enterprise SaaS environments.
• Deep knowledge of contact centre operations and agent workflows.
• Experience working with French enterprise clients and localisation requirements (language/regulation).
• Strong stakeholder management at executive level with trade-off decisions.
• Data‑driven approach using operational metrics to assess product performance.
• Background in energy retail or utilities is a plus.
• Interest in AI-driven automation, including voice bots and agent assist tech.

Responsibilities

• Lead the Customer Care product strategy and roadmap for Kaluza clients in France, balancing Global Core reuse with localisation.
• Develop the Contact Centre Solution tools, including CCaaS and Case Management, for efficient conversations.
• Drive AI innovations to automate and personalise the customer experience and empower agents.
• Partner with clients (e.g., ENGIE) in workshops to translate needs into scalable capabilities.
• Guide cross‑functional teams to deliver with clarity on priorities and scope.
• Define and track key metrics (AHT, FCR, CSAT, NPS) to prove value and reduce cost-to-serve.

Skills

Product leadership

Enterprise SaaS

Contact centre operations

French enterprise clients

Stakeholder management

Operational metrics

Energy retail / utilities

AI-driven automation

Job description

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.

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 clients and a strong understanding of localisation requirements, including language and regulation.

• Are skilled at stakeholder management at the executive level, with the ability to manage trade-offs between speed and long‑term value.

• Are data‑oriented, with an adeptness for using operational metrics to assess product performance and drive continuous improvement.

• Have a background in energy retail or utilities (this will set you apart!).

• Are excited by AI-driven automation, including voice bots and agent assist technology.

Kaluza Values

Here at Kaluza we have five core values that guide us as a business:

Play to win, Solve the real problem, Build trust every day, Own the outcome, Go further together

We want the best people

We're keen to meet people from all walks of life - our view is that the more inclusive we are, the better our work will be. We want to build teams which represent a variety of experiences, perspectives and skills, and we recognise talent on the basis of merit and potential.

We understand some people may not apply for jobs unless they tick every box. But if you're excited about joining us and think you have some of what we're looking for, even if you're not 100% sure, we'd still love to hear from you.

Find out more about working at Kaluza on our careers page and LinkedIn.

You can also find our Applicant Data Protection Policy here.