Senior Product Manager

 

 

 

 

Today, energy communication is often reactive and fragmented. We see something better. Contextual. Intelligent. Proactive. Capable of guiding millions of households toward smarter, cleaner energy decisions whilst managing some of their most significant financial decisions. 

Paired with the revolution of energy generation, this is a chance to shape how an industry shows up to the world.

At Kraken, we are pioneering the transformative shift toward a fully autonomous, proactive customer experience, seamless across all channels, that detects friction, decides actions, and learns in real time before a customer even realises they need help. We enable our clients to offer a hyper-personalised service and over the next two years, we are embedding AI not as a collection of generic customer service surface-level features, but as the foundational connective network across the entire Kraken portfolio, harnessing ecosystem-wide data to fuel a flywheel of continuous product adoption and value.

As a Senior / Staff Product Manager, you will redefine the standard for hyper-personalisation by deploying end-to-end self-service intelligence, shifting human agents from routine task executors to high-value specialists, and aligning our strategy around transforming the energy industry rather than static technical components.

We are building an energy system of the future. An engagement engine that takes richer conversations to actionable insights to develop personalised marketing campaigns, operational system transformation, billing and payment lifecycle events; and over time, predictive, proactive customer experiences and offerings at a global scale. If we get this right, we help the acceleration towards a cleaner, greener, future 💚.

Raising the bar for customer communication in energy

Energy providers often struggle with fragmented systems and reactive outreach. We see the opportunity to make communication:

Contextual and personalized

Predictive and proactive

Delightful, even in regulated environments

Building an adaptable and impact led agentic development framework for  world leading multi-channel engagement   

You will lead the development and scaling of Kraken’s agentic offering across all customer engagement including voice, email, SMS, and other extensible future channels. You’ll be defining the future of Kraken’s client offering and experience as they undertake transformation of the energy operating model in personalised customer experience and measurable impact. 

This is zero to one role with the expectation of scaling. You must be comfortable operating in ambiguity at the start and disciplined enough to simplify as complexity grows.

You will define and own:

Developing AI products clients can trust, end customers love and deliver tangible commercial value.

Enriching and evolving Kraken’s core platforms as a result of new context and MCP capabilities, made possible by influencing enterprise roadmaps 

Continually evolving user experience as a result of new AI products and features

Architectural and product direction of knowledge and agentic design patterns

The roadmap that balances foundational capability with forward-looking innovation

What you’ll do in practice

You’ll own the development of customer AI products and partner closely with every team at Kraken—Product, Design, Engineering, and our leadership—to drive impact. As a core source of customer insight, you will influence the long-term roadmap while owning your portfolio of agents from end-to-end. Your day-to-day will involve:

Designing enterprise-grade AI agents: Collaborate with strategic clients to understand their workflows, pain points, and goals, then build and optimise elegant solutions.

Strategic advisory: Embed deeply with customer teams and domains across Kraken to include their AI roadmap, serving as a trusted advisor to navigate complex business challenges.

Iterative development: Run tight feedback loops with engineering to influence feature development, ensuring real-world customer needs drive product evolution.

Technical implementation: Write and test prompt logic for specific customer use cases to ensure reliable, high-quality performance.

External representation: Represent Kraken externally, working closely with clients and prospects, and participating in key deployments to ensure success.

Strategic partner and vendor management: Assess and collaborate with key technology partners to ensure deep technical alignment, manage integration requirements, and ensure vendor roadmaps scale effectively with Kraken’s long-term business and product goals.

This role has the leverage to materially improve how millions of households interact with their energy provider. The more delight and engagement, the faster we shift towards a greener cleaner future. 💚

5+ years of product management experience in a scaling SaaS or enterprise software environment

Experience leading ambiguous, zero-to-one product initiatives.

Systems thinking across workflows, integrations, constraints, and execution layers

Comfortable working with LLMs, agent frameworks, RAG, evaluation frameworks or ML systems

Experience collaborating with data and analytics teams, ideally including exposure to ML-driven initiatives

Strong commercial instincts and ability to balance customer value with platform leverage

Exceptional written and verbal communication.

Energy, telecom, fintech, or similar domain experience

Experience in enterprise SaaS

Experience building conversational AI products.

Experiencing in defining future user experience with AI in the loop 

Experience shipping products that leverage reinforcement learning, evaluation frameworks or continuous learning

Global product experience

We’re building the engagement engine that powers the next generation of energy experience. 

Communication shapes trust. Outreach either builds relationships or erodes them. Operational messages either provide clarity or create confusion. Campaigns either feel relevant or feel intrusive.

We can categorically shift the CX experience and make a global impact.