About the Role
Kraken is not just a technology company; we are the heartbeat of the global energy transition. As the operating system for the utilities of the future, we empower providers across ten countries to deliver sustainable, affordable green energy to millions of people. We are currently seeking a visionary Director of Product Management for AI Customer Service Agents to lead the next evolution of our platform. In this high-impact role, you will be the architect of our AI strategy, bridging the gap between cutting-edge machine learning and human-centric customer service. You will lead the charge in developing intelligent, empathetic agents—both autonomous and human-augmented—that set new industry standards for efficiency, accuracy, and user satisfaction.
As the Product Director, you will join a team that has already reinvented energy products through smart, data-driven tariffs and advanced grid control. Your mission will be to enhance our suite of AI tools, making Kraken a global pioneer in using machine learning to empower service agents and delight customers. We hire clever, curious, and self-driven individuals, providing them with the modern infrastructure and autonomy needed to solve the world's most pressing energy challenges. If you are passionate about using technology to make a positive environmental impact while building world-class enterprise products, Kraken is the place for you.
Key ResponsibilitiesIn this role, you will play a foundational leadership role in developing the product vision for Kraken’s AI-powered customer service ecosystem. You will be responsible for aligning this vision with the company’s broader strategic goals while ensuring we meet the rigorous demands of our global enterprise clients.
- Define and execute a comprehensive product roadmap that integrates AI service agents to improve customer satisfaction, scalability, and operational efficiency.
- Conduct deep-dive market research and competitive analysis to keep Kraken at the forefront of AI-driven enterprise solutions and commercial strategy.
- Collaborate closely with engineering and data science teams to build, test, and refine products leveraging Large Language Models (LLMs), Retrieval-Augmented Generation (RAG), and reinforcement learning.
- Establish data-driven frameworks to monitor performance, minimize AI hallucinations, and optimize handling times.
- Develop a best-in-class user experience, ensuring that all AI interactions are seamless, empathetic, and highly context-aware.
- Balance automation with human oversight by designing sophisticated escalation paths for complex customer issues.
- Partner with client delivery teams to identify pain points and optimize workflows for major global utility providers.
- Champion responsible AI practices, ensuring all product developments are ethical, secure, and transparent.
We are looking for a seasoned product leader with a proven track record of delivering complex enterprise software solutions. The ideal candidate will possess a deep technical understanding of AI technologies and a passion for customer-centric design.
- 7+ years of experience in Product Management, specifically within enterprise software and customer service automation.
- Extensive experience in scaling AI-driven solutions, including chatbots, voice agents, and agent-assist tools.
- A deep technical understanding of LLMs, speech-to-speech technology, and how to adapt AI models for high-stakes customer support environments.
- Demonstrated ability to lead cross-functional teams and manage senior stakeholders in a fast-paced, high-growth environment.
- Strong analytical skills with the ability to define, track, and act upon key success metrics and data insights.
- Exceptional communication skills, with the ability to translate complex technical concepts into clear business value.
- A proactive, self-driven mindset with a commitment to excellence and a passion for the renewable energy mission.
Kraken and Octopus Energy are committed to providing an environment where you can unleash your full potential. We offer a culture of autonomy, inclusion, and impact.
- The opportunity to work on a product that has a direct, positive impact on the global climate crisis.
- A flexible, remote-first working environment that values work-life balance and individual well-being.
- Access to modern tools and a high level of autonomy to drive meaningful change.
- A transparent and inclusive interview process with specific accommodations available to suit your needs.
- The chance to work with a diverse group of empathetic, brilliant people who are dedicated to making a green dent in the universe.
- Competitive compensation and the opportunity to grow within one of the fastest-scaling energy tech companies in the world.