At a Glance
- Tasks: Lead the vision and strategy for AI-powered customer service agents at Kraken.
- Company: Join Kraken, a tech leader transforming the energy industry with innovative solutions.
- Benefits: Enjoy a supportive environment, flexible work options, and opportunities for personal growth.
- Other info: Be part of a diverse team that values honesty, empathy, and unique perspectives.
- Why this job: Make a real impact in AI and customer service while shaping a sustainable future.
- Qualifications: 7+ years in product management, especially in AI-driven customer service solutions.
The predicted salary is between 80000 - 100000 £ per year.
Headquarters: London
Help us use technology to make a big green dent in the universe! Kraken powers some of the most innovative global developments in energy. We’re a technology company focused on creating a smart, sustainable energy system. From optimising renewable generation, creating a more intelligent grid and enabling utilities to provide excellent customer experiences, our operating system for energy is transforming the industry around the world in a way that benefits everyone.
It’s a really exciting time in energy. Help us make a real impact on shaping a better, more sustainable future. Kraken is the operating system for utilities of the future. Built in-house at Octopus Energy, we took them to become the biggest supplier in the UK, and now we power energy companies and utilities around the globe - in 10 countries and counting, licensing software to giants like Origin Energy in Australia and Tokyo Gas in Japan. We’re on a mission to accelerate the renewable transition, and bring affordable green energy to the world.
We’ve reinvented energy products with smart, data driven tariffs to balance customer demand with renewable generation, and Kraken’s platform controls more than half of the grid-scale batteries in the UK. We’re driving the uptake of low carbon technologies like solar panels and heat pumps via our software for engineers in the field. Our platform allows our energy specialists to be the most productive in the industry. We’re looking to improve this even more by developing a suite of AI tools making us pioneers in using ML and AI to make our agents' lives even easier and customers happier. We do it by hiring clever, curious, and self-driven people, enabling them with modern tools and infrastructure and giving them lots of autonomy.
About the role: 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, as well as autonomous chatbot and voice agents. You’ll guide a team to develop intelligent agents that deliver seamless, human-like customer interactions while balancing accuracy, efficiency, and trust. This is a high-impact role requiring 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, optimize 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. Are you ready for a career with us? We want to ensure you have all the tools and environment you need to unleash your potential.
Need any specific accommodations? Whether you require specific accommodations or have a unique preference, let us know, and we'll do what we can to customise your interview process for comfort and maximum magic!
Studies have shown that some groups of people, like women, are less likely to apply to a role unless they meet 100% of the job requirements. Whoever you are, if you like one of our jobs, we encourage you to apply as you might just be the candidate we hire. Across Octopus, we're looking for genuinely decent people who are honest and empathetic. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. 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.
Product Director employer: Elea Ecuador
At Kraken, we pride ourselves on being an exceptional employer, fostering a culture of innovation and collaboration in the heart of London. Our commitment to employee growth is evident through our investment in modern tools and infrastructure, empowering our team to drive meaningful change in the energy sector. With a focus on inclusivity and support, we ensure that every individual can thrive while contributing to our mission of creating a sustainable future.
StudySmarter Expert Advice🤫
We think this is how you could land Product Director
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its products. Understand their mission and values, especially around sustainability and AI in customer service. This will help you tailor your answers and show you're genuinely interested in making an impact.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role of Product Director, especially in AI-driven solutions. Highlight your leadership skills and how you've tackled challenges in previous roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about joining our mission to transform the energy sector.
We think you need these skills to ace Product Director
Some tips for your application 🫡
Show Your Passion for AI:When writing your application, let your enthusiasm for AI and customer service shine through. We want to see how your experience aligns with our mission to create intelligent agents that enhance customer interactions.
Tailor Your Experience:Make sure to highlight your relevant experience in product management and AI-driven solutions. We’re looking for specific examples of how you’ve tackled challenges in customer service automation, so don’t hold back!
Be Data-Driven:Since we love using data to inform our decisions, include any metrics or results from your previous roles that demonstrate your impact. This will show us how you can contribute to our goal of improving customer satisfaction and efficiency.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity to shape the future of energy with us!
How to prepare for a job interview at Elea Ecuador
✨Know Your AI Stuff
Make sure you brush up on your knowledge of AI-driven customer service solutions. Understand the latest trends in LLMs, reinforcement learning, and how they apply to customer interactions. Being able to discuss these topics confidently will show that you're not just familiar with the technology but are also passionate about it.
✨Understand the Client's Pain Points
Before the interview, research Kraken’s enterprise clients and their challenges. Think about how your experience can help address these issues. This will allow you to demonstrate your ability to align product vision with client needs, which is crucial for the role.
✨Showcase Your Leadership Skills
Prepare examples from your past experiences where you've led cross-functional teams. Highlight how you’ve successfully collaborated with engineering and data science teams to deliver impactful products. This will illustrate your capability to drive product strategy and execution effectively.
✨Data-Driven Mindset
Be ready to discuss how you’ve used data to inform product decisions in the past. Talk about key success metrics you've tracked and how they influenced your product roadmap. This will show that you have a strong analytical approach, which is essential for refining AI responses and improving customer satisfaction.
