Product Manager, Conversational Intelligence & Knowledgebase

Job description

Product Manager, Conversational Intelligence & Knowledgebase Copenhagen or Aarhus, Denmark | 690k - 720k DKK Puzzel: The Low-Down 🔍 Puzzel is a leading provider of cloud-based contact centre solutions, empowering businesses to deliver exceptional customer service. Our platform combines omnichannel contact centre, workforce management, and AI-driven analytics to optimize customer interactions and operational efficiency. With 25 years’ experience since our foundation in Norway, we’re already #1 in the Nordics; growing rapidly in the UK and we are already seeing some great success in the Netherlands since opening the entity in mid-2024, but our ambition is to become the clear European market-leader in the coming years 🚀 Why we’re proud Recognised as an Innovation and Growth Leader in the 2025 EMEA Customer Experience Platforms Frost Radar 2024 CX Awards Winner, ‘ Best Mid-Market Contact Center Platform’ Puzzel was recognised as the 'most innovative European-founded CCaaS provider ' and top 3 globally by Frost & Sullivan in 2023 Best Practices Company of the Year 2023 Consistently high Glassdoor rating Puzzel places high importance on work-life balance and flexible working hours - as recognised by Flexa , placing 16th overall for work:life balance in 2025! We are working with Mercer on salary benchmarking, to ensure pay equality and market competitiveness Read more about us here . What you'll do 🏡💻 As Product Manager for Conversational Intelligence and Knowledgebase, you'll own two products that decide how much a contact centre learns from its own conversations, and how fast that knowledge reaches the people who need it. Conversational Intelligence turns spoken and written conversations into insight and action: speech and interaction analytics, real-time transcription, coaching and quality assurance workflows, and Generative AI features that are changing how contact centres work with conversation data. Knowledgebase is the other half of the loop: the knowledge agents rely on mid-conversation, the self-service content that answers customers before they reach an agent, and the grounding layer that makes AI answers trustworthy. You'll work in a product trio with a Tech Lead and a Product Designer, alongside a development team supporting both products. That makes prioritisation real: you decide where the team's attention goes, and you own the outcome end to end, from discovery through delivery. Two jobs, at once. Both products have live customers who depend on them daily, and both are evolving toward a more unified platform. You'll keep today's customers successful while shaping what each product becomes. Neither side can be sacrificed for the other, and holding both is the defining challenge of the role. Close to customers. Customers on these products are engaged and vocal, and they'll come to you directly. Hearing the real problem inside a request, saying no without damaging the relationship, and knowing when one customer's need is genuinely the market's, is part of the everyday work. Key Responsibilities: 1. Own the full product lifecycle Own both product areas end to end, from problem discovery through delivery and iteration. Set clear goals and direction for both product areas, managing scope, trade-offs, and prioritisation in line with strategic objectives. Define and measure success metrics to guide iteration and demonstrate product impact. Balance incremental improvement against longer-term product evolution, and make that reasoning visible. 2. Continuous discovery & customer insight Conduct and synthesise qualitative and quantitative user research to inform product direction. Validate ideas and assumptions through prototyping, experimentation, and user testing. Collaborate closely with Customer Success, Support, and Sales to gather ongoing feedback and turn it into product signal. Translate specific customer requests into decisions that serve the wider customer base. 3. Product management execution Translate strategic objectives into actionable product initiatives and Key Results. Manage daily collaboration with the development team, ensuring alignment and smooth execution. Balance technical feasibility, business needs, and user value to make sound prioritisation decisions. Maintain a transparent, evidence-informed view of key initiatives. 4. Product evolution Shape how both products evolve toward a more unified platform experience, including scope, sequencing, and migration path. Keep existing customers steady and well-informed through change. Connect both products to Puzzel's wider AI capabilities so that AI-generated answers are grounded in trusted knowledge and real conversation insight. 5. Cross-functional collaboration & communication Act as the connective tissue between engineering, design, go-to-market, and customer teams. Communicate direction, trade-offs, and timelines credibly to customers and internal stakeholders alike. Work closely with PMs across Puzzel's other product areas to ensure a coherent, joined-up experience. 6. Strategic contribution Help shape product strategy and vision in collaboration with the Product Director and the product trio. Co-lead ideation and solution definition sessions with a focus on user outcomes. 7. Working in the product operating model Operate within Puzzel's product operating model, embracing the product trio and double diamond structure. Advocate for outcome-driven development and empowered product teams. Key interfaces: Internal: Tech Lead, Product Designer, Developers, Product Director, Customer Success, Support, Sales, Product Marketing, and PMs across other Puzzel product areas. External: End users (agents and supervisors), QA and coaching managers, knowledge authors and administrators, customer stakeholders, and partners. The must haves 💪 Min. 3–5 years of proven experience in software product management, ideally in SaaS. Proven ownership of the full product lifecycle, from discovery and problem framing through delivery, launch, and iteration on live products. Strong grounding in modern product practice: continuous discovery, outcome-driven goals, experimentation, and evidence-based prioritisation. Ability to analyse data, customer feedback, and market trends, and turn them into clear product decisions. Confident, credible communication with customers and internal stakeholders, including saying no well. Experience holding more than one product or product area at once, and comfort deciding where your attention goes. Strong collaboration skills, with a genuine passion for teamwork and shared ownership. Actively use AI tools in your own daily work. We expect our PMs to lead by example in a product area shaped by AI. The nice to haves ➕➕➕ Experience with conversational AI, speech analytics, NLP, or related technologies. Experience with knowledge management, content or search products: authoring workflows, taxonomy, or retrieval-augmented generation. Experience consolidating or re-platforming products while keeping existing customers successful. Experience working with enterprise customers and senior stakeholders. Familiarity with contact centre operations, understanding what agents, supervisors, and QA teams need to do their jobs well. Understanding of Generative AI capabilities and how LLMs can be applied to real business problems. You must have native/ business fluency in Nordic local language (Swedish/Danish/Norwegian) The location This role can be based in Copenhagen or Aarhus , with expectation of 2-3 days/week in the office What’s In it for You? 💰 Competitive salary based on Mercer salary benchmarking data Flexible, hybrid approach to working; split your time between the office and home You get to be part of a fun, driven and supportive team Annual Summer and Christmas parties Excellent development opportunities and a great company culture What to expect from the interview process ❔ Screening call with Talent Acquisition 1st interview with Hiring Manager (Product Director - AI) 2nd interview with Hiring Manager and Product Design Director Final interview with Tech Lead and CPO Puzzel Values 🎯 Built on Trust – trust is an intrinsic Nordic value, upon which Puzzel has been built. We trust each other and our customers and partners trust us. Stronger Together – working together in a genuinely collaborative way, with a shared purpose, we have an empowered organisation that is better equipped to delight customers and partners. Stay Hungry – have a continuous hunger to raise our game, innovate and be the best we can be professionally. Diversity & Inclusion 🌍 We want everyone at Puzzel to be their true, authentic selves at work irrespective of nationality, race, ethnicity, religion, sexual orientation, gender identity, physical ability, age, or economic background. Whilst we are proud to already have a diverse workforce from across the globe, we are aware that things could always be improved – for example, we currently have a ratio of female 26:74 male employees, which whilst not uncommon for the tech industry (average in SaaS is 26% female), it’s far from ideal. So, what are we doing to improve this? Our Global Leadership Team (C-suite) has shifted from 100% male to 50 male: 50 female in the past 18 months. We have increased our % of female hires from 23.6% in 2021 to 38.5% in 2023. We are partnering with the likes of Flexa , who have significantly higher-than-average talent pools of candidates from diverse backgrounds. We are working with State Employment initiatives in Norway and Sweden to bring candidates through internship/apprenticeship routes and are investigating similar initiatives in the UK and Bulgaria. By raising awareness and transparency, we are hoping to further attract a diverse workforce. We are continuously striving to foster an inclusive and diverse environment, where everyone is celebrated for who they are. If there is anything we can do to support you in the interview process, or beyond, please let us know. One Last Thing ☝🏻 Even if you feel you are only a 75% match for this role, we still want to hear from you. This list is purely indicative. Skills can always be learnt. Please note that we are not able to provide sponsorship for this role, so you must have eligibility to work in the country you are applying for. By applying you accept the terms of our Privacy Notice which can be found on our website. Puzzel are not considering candidates that do not have a work permit in the country we are hiring in.