2267 jobs - 250 added today
Recruiting? Call us on 01772 639042
Email me jobs relevant to my job search
13 days ago
only 15 days until close

Product Manager - Agent Workflow


Ovo Energy
Location: London
Job type: Permanent
Sector: Power & Energy
Category: Management Jobs
Apply on company site
Select how you want to share:
View similar
Product Manager - Agent Workflow

Location: London

The OVO Group’s purpose is to drive progress towards net zero carbon living. To reach Plan Zero, we need everyone to come together - not just as customers buying energy, but as members with a common goal. As part of this ambitious plan, our goal is to become the ‘Leading Employer in the UK’ by 2030. If you think you could be the talent we’re looking for, then come and join the adventure!

Where in the world of OVO will I be working?

Kaluza is the centrepiece of OVO Group’s ambition to become the world leader in distributed energy technology. Kaluza is shaping the future: a distributed, consumer-centric energy system that will be the nervous system connecting energy retailers, grid & network operators and consumers to provide clean, affordable energy for everyone.

Orion by Kaluza is our flexible software platform which enables energy suppliers to provide a simple, transparent, reliable & ultimately delightful experience to their customers. We build tools and processes which enable suppliers to solve customer problems and help end-users better manage their energy at home.

What will I be doing?

Given the complex nature of the energy industry, exceptions arise that require manual intervention by an agent in a retailers contact centre.

As the Product Manager for our Agent Workflow team, you’ll be working on ensuring that an energy retailers’ contact centre has the tools which their agents need to solve customer problems in the most cost-efficient and innovative ways, whilst maintaining the highest levels of customer satisfaction.

Your mission is to enable work to flow through a retailers operation teams in the slickest way possible which ultimately reduces the number of handoffs and the time taken to resolve a customer problem. This is pivotal to Kaluza's strategy of providing the lowest cost to serve platform in the global energy market.

You’ll love this role if you enjoy spending regular time as a cross-functional team with your end users to co-create the best agent experiences possible.

You will be continually pushing the boundaries of the energy industry and technology in enabling energy retailers to provide award-winning customer service.

The successful candidate will need to show a real passion for understanding a wide range of complex problems from customers, energy retailers and regulatory bodies and working with their teams to deliver simple and innovative solutions.

Is this the job for me?

We'd love to hear from you if you're...

* Knowledgeable in customer-focused lean product development at different stages of the product life cycle (min 1 years’ experience)
* A product manager working with technology teams in environments that embrace and promote agile ways of working
* Enjoying working day to day with engineers and UX solving complex challenges
* Are outcome focussed and data-driven individual
* Passionate about working alongside retail brands to understand and solve the complex challenges they face
* Comfortable working with a wide range of stakeholders specifically with customer service teams and operations
* Comfortable with the ambiguity that comes from working in a fast-paced environment and adaptable to changing market needs
* Keen to use analytical and quantitative skills, able to cut through opinions with data
* Excited by challenging the status quo and finding new and better ways to solve customer problems

You'll love working with us if you…

* Are passionate about working in a dynamic environment and responding to change
* Find new concepts easy to understand, and show the tenacity to keep asking until clarity is achieved
* Love sharing your skills and experiences with colleagues
* Know your strengths, yet recognise there's always more to learn from others
* Build bridges with people across the organisation

From us you’ll get* (add/delete as appropriate for the role/brand)

* An annual discretionary bonus
* 4% of your salary to spend on flexible lifestyle benefits
* 5% matched employer contribution to your pension
* 25 days holiday + 1 for your birthday
* And many more...

(*) Please note that certain benefits kick-in once you have passed probation which can be up to 6 months after your start date.

We want the best people

At OVO, we empower our people to have choice around where and when they work - flexible working arrangements can be discussed for all of our roles. Please speak to the Talent Acquisition team for more info.

We’re keen to meet people with varied backgrounds - our view is the more inclusive we are, the better our work will be. We want to build teams which represent a variety of experiences, perspectives and skills, and we recognise talent on the basis of merit and potential.

We understand some people may not apply for jobs unless they tick every box. If you're excited about joining us and think you have much of what we're looking for, even if you're not 100% sure… we'd love to hear from you.

Learn more about working in the OVO family of companies on our careers page and Glassdoor. We’re also delighted to have received a Top Employers certificate in 2018, 2019 and 2020!
Product Manager - Agent Workflow

Location: London

The OVO Group’s purpose is to drive progress towards net zero carbon living. To reach Plan Zero, we need everyone to come together - not just as customers buying energy, but as members with a common goal. As part of this ambitious plan, our goal is to become the ‘Leading Employer in the UK’ by 2030. If you think you could be the talent we’re looking for, then come and join the adventure!

Where in the world of OVO will I be working?

Kaluza is the centrepiece of OVO Group’s ambition to become the world leader in distributed energy technology. Kaluza is shaping the future: a distributed, consumer-centric energy system that will be the nervous system connecting energy retailers, grid & network operators and consumers to provide clean, affordable energy for everyone.

Orion by Kaluza is our flexible software platform which enables energy suppliers to provide a simple, transparent, reliable & ultimately delightful experience to their customers. We build tools and processes which enable suppliers to solve customer problems and help end-users better manage their energy at home.

What will I be doing?

Given the complex nature of the energy industry, exceptions arise that require manual intervention by an agent in a retailers contact centre.

As the Product Manager for our Agent Workflow team, you’ll be working on ensuring that an energy retailers’ contact centre has the tools which their agents need to solve customer problems in the most cost-efficient and innovative ways, whilst maintaining the highest levels of customer satisfaction.

Your mission is to enable work to flow through a retailers operation teams in the slickest way possible which ultimately reduces the number of handoffs and the time taken to resolve a customer problem. This is pivotal to Kaluza's strategy of providing the lowest cost to serve platform in the global energy market.

You’ll love this role if you enjoy spending regular time as a cross-functional team with your end users to co-create the best agent experiences possible.

You will be continually pushing the boundaries of the energy industry and technology in enabling energy retailers to provide award-winning customer service.

The successful candidate will need to show a real passion for understanding a wide range of complex problems from customers, energy retailers and regulatory bodies and working with their teams to deliver simple and innovative solutions.

Is this the job for me?

We'd love to hear from you if you're...

* Knowledgeable in customer-focused lean product development at different stages of the product life cycle (min 1 years’ experience)
* A product manager working with technology teams in environments that embrace and promote agile ways of working
* Enjoying working day to day with engineers and UX solving complex challenges
* Are outcome focussed and data-driven individual
* Passionate about working alongside retail brands to understand and solve the complex challenges they face
* Comfortable working with a wide range of stakeholders specifically with customer service teams and operations
* Comfortable with the ambiguity that comes from working in a fast-paced environment and adaptable to changing market needs
* Keen to use analytical and quantitative skills, able to cut through opinions with data
* Excited by challenging the status quo and finding new and better ways to solve customer problems

You'll love working with us if you…

* Are passionate about working in a dynamic environment and responding to change
* Find new concepts easy to understand, and show the tenacity to keep asking until clarity is achieved
* Love sharing your skills and experiences with colleagues
* Know your strengths, yet recognise there's always more to learn from others
* Build bridges with people across the organisation

From us you’ll get* (add/delete as appropriate for the role/brand)

* An annual discretionary bonus
* 4% of your salary to spend on flexible lifestyle benefits
* 5% matched employer contribution to your pension
* 25 days holiday + 1 for your birthday
* And many more...

(*) Please note that certain benefits kick-in once you have passed probation which can be up to 6 months after your start date.

We want the best people

At OVO, we empower our people to have choice around where and when they work - flexible working arrangements can be discussed for all of our roles. Please speak to the Talent Acquisition team for more info.

We’re keen to meet people with varied backgrounds - our view is the more inclusive we are, the better our work will be. We want to build teams which represent a variety of experiences, perspectives and skills, and we recognise talent on the basis of merit and potential.

We understand some people may not apply for jobs unless they tick every box. If you're excited about joining us and think you have much of what we're looking for, even if you're not 100% sure… we'd love to hear from you.

Learn more about working in the OVO family of companies on our careers page and Glassdoor. We’re also delighted to have received a Top Employers certificate in 2018, 2019 and 2020!
Apply on company site

Email me jobs relevant to my job search

  Back to the top