Product Manager

Job Description

Product Manager
Arendal, Oslo, Copenhagen or Sofia

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 25th out of all companies they partner with in 2023!
• We are working with Mercer on salary benchmarking, to ensure pay equality and market competitiveness

Key Data Points

• €50m revenue in FY 2023 (up from €45m in 2022)
• Currently ~295 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 we're looking for 🔎

We’re on the lookout for an experienced Product Manager to join the team. Ideally, you’ve worked in CX SaaS and have hands-on experience with a Product Operating Model.

Product Managers sit senior to Product Owners in our organisation, so you’ll need at least 5 years of senior level product management under your belt (and 10+ years' experience in related fields).

We are looking for modern Product Managers with a commercially-driven, customer-centric view of feature ROI to influence the direction of the product development.

What you’ll be doing:

Leading product initiatives that are directly aligned with business goals and focused on driving commercial success.

• Collaborating with cross-functional teams in an agile setup, delivering customer-focused solutions.
• Using product analytics and customer feedback to make smart, data-driven decisions and embed continuous discovery.
• Owning the entire product lifecycle—from ideation through to launch—making sure what we build really solves customer problems.
• Building and scaling omnichannel products that create seamless customer journeys.
• Keeping an eye on emerging tech, especially around AI and automation, and figuring out how it fits into our products.

We’re after someone with solid communication skills, a real focus on the customer, and someone who thrives in a fast-paced, commercially driven environment. If you love driving growth and delivering real value, let’s chat.

The must haves 💪

• Bachelor’s degree or above in relevant field (or qualified through experience)
• 5 years’ Product Management experience in SaaS
• 10 years' + professional experience
• Product Operating Model
• Experience working in design sprints
• Customer and team oriented
• Analytical & structured
• Experience in taking responsibility for delivering against OKRs
• Interpersonal communication skills

The nice to haves ➕➕➕

• Experience with either Contact Centre platforms OR SMS & Voice channels
• Agile
• Jira

The location

This role can be located in our Arendal, Oslo, Copenhagen or Sofia offices, with expectation of 2-3 days/week in the office.

What’s In it for You? 💰

• Competitive salary including 5% annual bonus
• 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

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.