Development Manager

Job Description

Development Manager
Copenhagen | Aarhus

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 expanding into the Netherlands and Finland in 2024, but our ambition is to become the clear European market-leader in the coming years 🚀

Why we’re proud

• 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

• 2023 customer NPS score of 37

• 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

Key Data Points

• €57m revenue in FY 2024 (up from €50m in 2023)

• Currently ~300 employees

• Used by more than 1100 businesses across 40 countries

• Servicing ~60,000 customer service agents on a daily basis + 800 million customer interactions yearly

What you'll do 🏡💻

In this role as a Development Manager at Puzzel, you’ll lead two teams (supported by Tech Leads). One team located in Aarhus and the other in Copenhagen. These are the teams building our core AI products including Virtual Agents, Conversational Intelligence, and Co-Pilot, and working closely with the Puzzel AI Hub. Your north star will be to ensure great outcomes for both people and product.

You will be reporting directly to our VP of Engineering and part of a strong and experienced group of development managers across all of Puzzel.

Key responsibilities:

• Lead, coach, and develop software engineers through 1:1s, feedback, and career development

• Act as the primary point of contact for the team, representing their interests to other departments.

• Ensure predictable and sustainable delivery in close collaboration with Product Managers and Tech Leads

• Create a healthy team environment with strong collaboration, trust, and continuous improvement

• Own team execution, capacity planning, and delivery follow-up

• Take overall responsibility for service security, availability, and integrity within the team

• Ensure incidents and escalations are handled according to policy and best practices

• Act as a key stakeholder interface, communicating progress, risks, and priorities

The must haves 💪

• Experience managing software development teams in a product organization and working closely with Product Managers and Tech Leads

• Strong people leadership skills, with a proven ability to coach, motivate, and develop your team members.

• Technical background and experience building data-driven SaaS solutions

• Relevant degree within IT/ Computer Science or related field.

• Solid understanding of modern software development practices and delivery models

• Demonstrable experience of utilising generative-AI technology to enhance your day-to-day practices.

• Ability to communicate clearly and confidently in English

The nice to haves ➕➕➕

• Background in scaling teams, improving delivery predictability, and cross-team collaboration

• Familiarity with frameworks such as Product Operating Model

• Solid understanding of SaaS organizations and how tech and commercial fit together

• Experience with incident management or operational responsibility in SaaS environments

• Ability to communicate in Danish is a plus but not a must.

The location

The teams you will be managing are located in Aarhus and Copenhagen, and we expect you to be based in one of these areas with expectation of 2-3 days/week in the office. You should also expect to be visiting both teams on-site regularly and at least once per month.

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

• Gift on your birthday

• 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 VP of Engineering and AI Development Director

• 2nd interview with VP of Engineering and key stakeholders in one of the teams

• Final interview with VP of Engineering and key stakeholders in the other team

The interview will focus on various topics including People management, culture fit, stakeholder management, and system design.

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.