Product Manager, Conversational Intelligence

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.

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