Product Manager (CCaaS)

Job title: Product Manager 
Location: London (Hybrid)
Salary: £70,000 - £80,000
Team: Product Management - Customer Care Value Stream
Reporting to: Head of Product 

This role is based in London or Bristol and requires existing right to work in the UK.

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.

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 help shape the product strategy, delivery, and client outcomes for Kaluza’s Customer Care solutions in Belgium and our Global core, combining product leadership with technical acumen and strong enterprise stakeholder management.

As the Customer Care Product Manager, you are accountable for the outcomes delivered by your product, ensuring design and engineering teams have absolute clarity on priorities to drive meaningful results.

You will:

• Lead Product Strategy: Help shape the Customer Care product strategy and roadmap for clients in Belgium while balancing Global Core reuse with 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, leading workshops and translating their needs into scalable capabilities.
• Execute & Optimise: Ensure efficient discovery and delivery across multiple squads, removing blockers and using data-driven decision-making to drive continuous improvement.
• Deliver Operational Excellence: Define and track key contact centre metrics such as AHT, FCR, CSAT, and NPS to ensure measurable cost-to-serve improvements.

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, agent workflows, and ideally have experience delivering CCaaS or CRM platforms.
• Are skilled at stakeholder management at the executive level, with a proven ability to lead cross-functional teams (engineering, design, data, and commercial).
• Understand localisation requirements, including language, regulation, and operational needs for international markets.
• Are data-oriented, with an adeptness for defining and interpreting operational metrics to assess product performance.
• 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.
• Can manage complex trade-offs between speed, customisation, and long-term value.

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

From us you’ll get

• Pension Scheme
• Discretionary Bonus Scheme
• Private Medical Insurance + Virtual GP
• Life Assurance
• Access to Furthr - a Climate Action app
• Free Mortgage Advice and Eye Tests
• Perks at Work - access to thousands of retail discounts
• 5% Flex Fund to spend on the benefits you want most
• 26 days holiday
• Flexible bank holidays, giving you an additional 8 days which you can choose to take whenever you like
• Progressive leave policies with no qualifying service periods, including 26 weeks full pay if you have a new addition to your family
• Dedicated personal learning and home office budgets
• And more…

Even better? You’ll have access to these benefits from day 1 when you join.

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.