Headquarters: London
Kraken powers innovative global developments in energy and focuses on creating a smart, sustainable energy system. Our operating system optimises renewable generation, the grid and enables utilities to provide excellent customer experiences, transforming the energy industry worldwide.
As Director of Product Management – AI Customer Service Agents, you will drive the vision, strategy, and execution of Kraken’s AI‑powered customer service agent products, including AI‑augmented human agents, autonomous chatbots and voice agents. You’ll guide a team to develop intelligent agents that deliver seamless, human‑like interactions while balancing accuracy, efficiency, and trust. This high‑impact role requires deep expertise in AI‑driven products, customer service automation, and large‑scale enterprise deployments. You will collaborate with engineering and client delivery teams to build and scale industry‑leading AI customer service agent solutions.
What You’ll Do
- Play a leadership role in developing the product vision for Kraken’s AI‑powered customer service agents, aligning it with the company’s broader strategy.
- Develop a deep understanding of our enterprise clients’ pain points to shape product requirements.
- Conduct market research and competitive analysis of AI customer service agents enterprise solutions to inform product and commercial strategy.
- Develop and execute the product roadmap, ensuring AI service agents continuously improve customer satisfaction, efficiency, and scalability while addressing our clients’ core needs.
- Work closely with engineering to build, test, and refine products.
- Ensure AI customer service agents are adaptive and intelligent, leveraging LLMs, reinforcement learning, RAG techniques, and expert feedback.
- Monitor and measure performance, using data‑driven insights to refine AI responses, minimize hallucinations, reduce handling times, and enhance overall client satisfaction.
- Balance automation with human oversight, ensuring AI agents escalate complex issues appropriately.
- Drive a best‑in‑class user experience, ensuring AI interactions are seamless, empathetic, and context‑aware.
- Partner with client delivery and the Kraken experience teams to identify pain points, optimise workflows, and improve resolution rates for our clients.
- Stay ahead of AI advancements, integrating cutting‑edge research and responsible AI practices into product development.
What You’ll Need
- 7+ years of product management experience in enterprise software with a focus on customer service automation solutions.
- A big plus: experience in scaling AI‑driven customer service solutions, including chatbot and voice agents.
- Deep understanding of LLMs, speech‑to‑speech technologies, RAG and AI‑driven automation, including how to adapt AI models for customer support applications.
- Proven experience leading cross‑functional teams, including engineering and data science.
- Strong analytical skills, with the ability to define and track key success metrics.
- Excellent communication and stakeholder management, balancing technical and business needs.
- Experience in scaling AI solutions, particularly in high‑volume customer service environments.
- Passion for customer experience, with a strong focus on usability, efficiency, and empathy.
If this sounds like you then we’d love to hear from you.
As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.
To apply: https://weworkremotely.com/remote-jobs/kraken-product-director
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