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.
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.
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