Job title: Product Manager - Customer Care Location: London or Bristol (Hybrid) open to travel 50% within France/BelgiumSalary: £62,500 - £95,000 (depending on level/experience)Team: Product ManagementReporting To: Product Director Closing date for applications: 22nd July 2025Kaluza reimagines energy to bring net-zero within everyone’s reach. Our intelligent platform enables energy utilities to unlock the full value of a radically changing energy system and propel us to a future where renewable energy is sustainable, affordable and accessible for all. From automating and simplifying core operations including billing to create a lower-cost, higher-engagement experience, to optimising energy usage across smart devices in the home, we turn tough challenges into win-win-win outcomes for customers, suppliers and the energy system. At Kaluza we embrace a flexible, hybrid work model that balances autonomy with the power of in-person connection. Many of our teams find value in coming together regularly to collaborate, strengthen relationships, and accelerate progress. We’re focused on shaping thoughtful, team-driven approaches that support both business impact and individual well-being.We also prioritise meaningful company-wide gatherings like our annual conference and end-of-year celebrations, that bring us together to align, connect, and celebrate.What will I be doing?As the Customer Care Product Manager, the  team that you’ll be specifically working with is building out our contact centre solution and Kaluza Agent Experience (KAE). Our clients need to ensure that each of their customers receive a highly personalised customer experience from any interaction and particularly when talking to an agent in a contact centre. You’ll be building out our suite of tools for our Contact Centre Solution that enables customers to have high value adding conversations whilst resolving their queries efficiently as possible at the lowest cost to serve. This solution includes the ability for a retailer to receive and send communications to customers (CCaaS / Contact Center as a Service) as well as prioritise, assign and view cases (Case management). You’ll also be utilising the latest AI technology to automate and personalise the customer experience.As a product manager, you own the outcomes driven by the product. Your role is to make sure the design and engineering have a crystal clear view of the priority and scope of their work to fuel an efficient delivery, feeding into positive outcomes for our end users and commercial success for Kaluza and our clients. This role requires a strong blend of strategic thinking, technical acumen, and a deep understanding of contact centre operations and agent workflows. Your role will involve leveraging data analytics to understand product performance and drive continuous improvement. You'll be adept at defining, tracking, and interpreting key contact centre performance metrics to ensure our solutions are delivering tangible value and achieving desired outcomes for our clients.These products are mission-critical to Kaluza’s vision and objective to enable global energy retailers to provide exceptional, AI-driven, and cost-efficient customer service. If you’re looking for a challenging but high impact role and have the right experience, we think this is a career defining opportunity and would love to hear from you!Ideally you’ll have/be<ul><li>A passion for building great products to solve retailer pain points</li><li>Deep understanding of contact centre operations, workflows, and the challenges faced by agents.</li><li>Demonstrable experience defining, monitoring, and improving contact centre performance metrics (e.g., AHT, FCR, CSAT, NPS, abandonment rates, service level).</li><li>Proven experience delivering outcomes as a product manager for millions of users: prioritising work, leading complex discovery, fueling efficient delivery</li><li>Experience of working with product teams in an agile environment</li><li>Passionate about working with stakeholders across Kaluza and its clients to ensure high levels of engagement and knowledge sharing</li><li>Exceptional communication, presentation, and interpersonal skills, with the ability to influence and collaborate effectively with clients</li></ul>What will set you apart<ul><li>Background in energy retail operations and contact centres</li><li>Experience with AI/ML applications in the contact centre space (e.g., chatbots, voice bots, sentiment analysis, agent assist)</li><li>Experience with SaaS products</li><li>Speaking French</li></ul>Kaluza ValuesHere at Kaluza we have five core values that guide us as a business: We’re on a mission, We build together, We’re inclusive, We get it done, We communicate with purpose.Read more about our <a href="https://careers.kaluza.com/our-values">values over on our careers site.</a>From us you’ll get<ul><li>Pension Scheme</li><li>Discretionary Bonus Scheme</li><li>Private Medical Insurance + Virtual GP</li><li>Life Assurance</li><li>Access to Furthr - a Climate Action app</li><li>Free Mortgage Advice and Eye Tests</li><li>Perks at Work - access to thousands of retail discounts</li><li>5% Flex Fund to spend on the benefits you want most</li><li>26 days holiday</li></ul><ul><li>Flexible bank holidays, giving you an additional 8 days which you can choose to take whenever you like</li></ul><ul><li>Progressive leave policies with no qualifying service periods, including 26 weeks full pay if you have a new addition to your family </li><li>Dedicated personal learning and home office budgets</li><li>And more…</li></ul>We want the best peopleWe’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 in <a href="http://kaluza.com">Kaluza</a> on our <a href="https://careers.kaluza.com/">careers page</a> and <a href="https://www.linkedin.com/company/kaluza/">LinkedIn</a>. You can also find our Applicant Data Protection Policy <a href="https://kaluza-careers.cdn.prismic.io/kaluza-careers/Z5umd5bqstJ9-DZw_2024ApplicantDataProtectionNotice.pdf">here</a>.

Kaluza is the intelligent energy platform enabling the world&rsquo;s largest energy companies to lead the way in the energy transition. From revolutionising energy retail operations to smart electric vehicle charging, our software is empowering energy suppliers to deliver market-leading experiences for their customers and drive decarbonisation.&nbsp;
Launching in 2019, we&rsquo;ve grown rapidly to over 400 employees across the UK, Portugal and the US. We pride ourselves on technical excellence and building a platform that has a real, positive impact in a fast-evolving industry.&nbsp;
We&rsquo;re on the lookout for talented problem solvers, who are determined to make a difference to the world. Sound like you? Find out more about life at Kaluza&nbsp;<a class="body-text-link hyperlink" href="https://careers.kaluza.com/life-at-kaluza">here</a>.

Product Manager - Customer Care

Job title: Product Manager - Customer Care&nbsp;Location: London or Bristol&nbsp;(Hybrid) open to travel 50% within France/BelgiumSalary: £62,500 - £95,000 (depending on level/experience)Team: Product ManagementReporting To: Product Director&nbsp;Closing date for applications: 22nd July 2025Kaluza reimagines energy to bring net-zero within everyone’s reach. Our intelligent platform enables energy utilities to unlock the full value of a radically changing energy system and propel us to a future where renewable energy is sustainable, affordable and accessible for all.&nbsp;From automating and simplifying core operations including billing to create a lower-cost, higher-engagement experience, to optimising energy usage across smart devices in the home, we turn tough challenges into win-win-win outcomes for customers, suppliers and the energy system.&nbsp;At Kaluza we embrace a flexible, hybrid work model that balances autonomy with the power of in-person connection. Many of our teams find value in coming together regularly to collaborate, strengthen relationships, and accelerate progress. We’re focused on shaping thoughtful, team-driven approaches that support both business impact and individual well-being.We also prioritise meaningful company-wide gatherings like our annual conference and end-of-year celebrations, that bring us together to align, connect, and celebrate.What will I be doing?As the Customer Care Product Manager, the&nbsp; team that you’ll be specifically working with is building out our contact centre solution and Kaluza Agent Experience (KAE). Our clients need to ensure that each of their customers receive a highly personalised customer experience from any interaction and particularly when talking to an agent in a contact centre. You’ll be building out our suite of tools for our Contact Centre Solution that enables customers to have high value adding conversations whilst resolving their queries efficiently as possible at the lowest cost to serve. This solution includes the ability for a retailer to receive and send communications to customers (CCaaS / Contact Center as a Service) as well as prioritise, assign and view cases (Case management). You’ll also be utilising the latest AI technology to automate and personalise the customer experience.As a product manager, you own the outcomes driven by the product. Your role is to make sure the design and engineering have a crystal clear view of the priority and scope of their work to fuel an efficient delivery, feeding into positive outcomes for our end users and commercial success for Kaluza and our clients. This role requires a strong blend of strategic thinking, technical acumen, and a deep understanding of contact centre operations and agent workflows. Your role will involve leveraging data analytics to understand product performance and drive continuous improvement. You'll be adept at defining, tracking, and interpreting key contact centre performance metrics to ensure our solutions are delivering tangible value and achieving desired outcomes for our clients.These products are mission-critical to Kaluza’s vision and objective to enable global energy retailers to provide exceptional, AI-driven, and cost-efficient customer service. If you’re looking for a challenging but high impact role and have the right experience, we think this is a career defining opportunity and would love to hear from you!Ideally you’ll have/be<ul><li>A passion for building great products to solve retailer pain points</li><li>Deep understanding of contact centre operations, workflows, and the challenges faced by agents.</li><li>Demonstrable experience defining, monitoring, and improving contact centre performance metrics (e.g., AHT, FCR, CSAT, NPS, abandonment rates, service level).</li><li>Proven experience delivering outcomes as a product manager for millions of users: prioritising work, leading complex discovery, fueling efficient delivery</li><li>Experience of working with product teams in an agile environment</li><li>Passionate about working with stakeholders across Kaluza and its clients to ensure high levels of engagement and knowledge sharing</li><li>Exceptional communication, presentation, and interpersonal skills, with the ability to influence and collaborate effectively with clients</li></ul>What will set you apart<ul><li>Background in energy retail operations and contact centres</li><li>Experience with AI/ML applications in the contact centre space (e.g., chatbots, voice bots, sentiment analysis, agent assist)</li><li>Experience with SaaS products</li><li>Speaking French</li></ul>Kaluza ValuesHere at Kaluza we have five core values that guide us as a business:&nbsp;We’re on a mission, We build together, We’re inclusive, We get it done, We communicate with purpose.Read more about our <a href="https://careers.kaluza.com/our-values">values over on our careers site.</a>From us you’ll get<ul><li>Pension Scheme</li><li>Discretionary Bonus Scheme</li><li>Private Medical Insurance + Virtual GP</li><li>Life Assurance</li><li>Access to Furthr - a Climate Action app</li><li>Free Mortgage Advice and Eye Tests</li><li>Perks at Work - access to thousands of retail discounts</li><li>5% Flex Fund to spend on the benefits you want most</li><li>26 days holiday</li></ul><ul><li>Flexible bank holidays, giving you an additional 8 days which you can choose to take whenever you like</li></ul><ul><li>Progressive leave policies with no qualifying service periods, including 26 weeks full pay if you have a new addition to your family&nbsp;</li><li>Dedicated personal learning and home office budgets</li><li>And more…</li></ul>We want the best peopleWe’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 in <a href="http://kaluza.com">Kaluza</a> on our <a href="https://careers.kaluza.com/">careers page</a> and <a href="https://www.linkedin.com/company/kaluza/">LinkedIn</a>. You can also find our Applicant Data Protection Policy <a href="https://kaluza-careers.cdn.prismic.io/kaluza-careers/Z5umd5bqstJ9-DZw_2024ApplicantDataProtectionNotice.pdf">here</a>.&nbsp;&nbsp;

Product Manager - Customer Care

About the Job

About the Company

Kaluza

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