Puzzel: The Low-Down 🔍

Puzzel is a leading provider of cloud-based contact center solutions, empowering businesses to deliver exceptional customer service. Our platform combines omnichannel contact center, 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 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

As a Product Manager in our Conversational Intelligence team, you’ll join a dynamic product trio alongside a Tech Lead and a Product Designer. You’ll lead the end-to-end product development process - empowering contact center organisations through AI-driven innovation.

You’ll work hands-on with a dedicated development team to explore opportunities, define problems worth solving, and guide impactful solutions to market. Grounded in product management best practices, you’ll ensure the team works effectively within the double diamond framework - constantly learning, iterating, and shipping value.

Key Responsibilities

• Own the full product lifecycle from problem discovery to solution delivery, ensuring product excellence at every step.
• Champion a user-first mindset by driving discovery practices, continuous validation, and outcome-focused development.
• Set clear goals and direction for the product team, managing scope, trade-offs, and prioritization in alignment with strategic objectives.
• Ensure effective team rituals and practices, with a strong focus solving problems as a team.
• Define and measure success metrics to guide iteration and demonstrate product impact.

Product Management Execution

• Translate strategic objectives into actionable product initiatives and Key Results.
• Manage the daily collaboration with developers, ensuring alignment and smooth execution.
• Balance technical feasibility, business needs, and user value to make sound prioritization decisions.
• Maintain a transparent and up-to-date overview of key initiatives informed by evidence and insights.

Continuous Discovery & Customer Insight

• Conduct and synthesize qualitative and quantitative user research to inform product direction.
• Collaborate closely with Customer Success, Support, and Sales to gather ongoing feedback.
• Identify user needs and problems through regular contact with customers and frontline stakeholders.
• Validate ideas and assumptions through prototyping, experimentation, and user testing.

Cross-functional Collaboration

• Act as the connective tissue between engineering, design, go-to-market, and customer teams.
• Ensure cross-functional alignment and coordination from discovery to delivery.
• Facilitate clear and continuous communication to manage stakeholder expectations and share progress.

Strategic Design Contribution

• Help shape product strategy and vision in collaboration with the product director as well as with design and tech leads.
• Co-lead ideation sessions and solution definition with a focus on user outcomes.
• Ensure usability and accessibility are considered throughout the development process.

Working in the Product Operating Model

• Operate fully within Puzzel’s product operating model, embracing the product trio and double diamond structure.
• Advocate for outcome-driven development and empowered product teams.
• Apply product craft, frameworks, and tools to ensure rigor and consistency in the team’s approach.

Key Interfaces

• Internal: Tech Lead, Product Designer, Developers, Product Director, Customer Success, Sales, Marketing, and Support.
• External: End users (agents and supervisors), administrators, enterprise customers, and partners.

KPIs / Success Metrics

• User adoption and engagement of released features.
• Reduction in time-to-value for agents and supervisors.
• Success in achieving OKRs and outcome-based goals.
• Velocity and quality of product iterations.
• Customer satisfaction and net promoter score (NPS) improvements.

The must haves 💪

• Proven experience in software product management and working in a Product Operating Model, ideally in SaaS or enterprise environments.
• Deep understanding of product discovery, agile delivery, and the full product lifecycle.
• Strong collaboration and communication skills, with a passion for teamwork and shared ownership.
• Ability to analyze data, customer feedback, and market trends to inform decisions.
• Empathy for users and a relentless curiosity to uncover their needs.
• Fluency in product development rituals, tools, and methodologies.
• Comfortable working in a fast-paced, iterative, and learning-oriented culture.
• Self-starter attitude with a high level of initiative and ownership.

The location

This role is located in our Aarhus office, with expectation of 2-3 days/week in the office.

What’s In it for You? 💰

• Competitive salary
• 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
• Interview with Hiring Manager
• Final interview with Product Designer & Tech Lead

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.