Job Description

Kraken is the operating system for utilities of the future. Built in-house at Octopus Energy, we took them to become the biggest supplier in the UK, and now we power energy companies and utilities around the globe - in 10 countries and counting, licensing software to giants like Origin Energy in Australia and Tokyo Gas in Japan. We're on a mission to accelerate the renewable transition, and bring affordable green energy to the world.

We've reinvented energy products with smart, data driven tariffs to balance customer demand with renewable generation, and Kraken's platform controls more than half of the grid-scale batteries in the UK. We're driving the uptake of low carbon technologies like solar panels and heat pumps via our software for engineers in the field. Our platform allows our energy specialists to be the most productive in the industry, with our suite of AI tools making us pioneers in using ML and AI to make agents' lives easier and customers happier. We do it by hiring clever, curious, and self-driven people, enabling them with modern tools and infrastructure and giving them lots of autonomy.

Our ML team consists of ML, front-end and back-end engineers, so that we can rapidly prototype and get innovative tools in use at breakneck speed.

The AI Delivery Manager plays a crucial role in orchestrating the delivery of seamless user experiences for clients and their customers. For the Agent Augment product, this role is about delivering a suite of Agent Augmentation Features, evolving from our principal feature 'Magic Ink'. The main goal is to bridge boundaries, ensuring alignment of goals, delivery, dependencies, planning, and communications between impacted teams (internally and externally) to enable the successful delivery and adoption of the Agent Augment user experience.



The AIDM shares ownership of the successful delivery of the user experience with the Product Manager (PM).As part of this role, you are expected to be an expert in the products that you are delivering, being the first point of contact for questions internally and upskilling the client delivery teams to enable them to be the first point of contact for clients.



The responsibilities of the AIDM for Agent Augment encompass managing the client and overall delivery, ensuring our client's successful usage of the product, supporting technical delivery, and driving continuous improvement.
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You'll coordinate the implementation of these products with clients

Manage launch projects, coordinating across client, delivery leads, and technical teams. Define and communicate roadmap & delivery dates. Ensure successful client usage of AI features and share success metrics internally. Coordinate with the Ops Delivery teams & technical teams to ensure training takes place and the client is not only confident in using the features but understands how they work. Facilitate meetings and workshops involving members from different internal teams, from initial discovery to implementation, success tracking, and retrospectives. Propose and drive process improvements to enhance collaboration, communication, and delivery efficiency. Facilitate ongoing ways of working which empowers the delivery teams. Upskilling Client Delivery Leads (CDLs) on future releases + existing functionality.
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You'll track performance and feedback

Provide weekly success metrics report to client operations leadership via Lightdash. Drive, gather, and track feedback. Manage tech priorities and roadmap based on feedback.
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You'll provide technical delivery support

Support knowledge base ingestion, product troubleshooting, and AI feature launch for market readiness. Provide hypercare during initial launch with a Technical ML Engineer and address issues during testing and trials. Resolve knowledge base issues with the client, encourage ongoing improvement, and integrate client feedback into the roadmap. Ensure compatibility of functional designs for user experience and confirm solutions meet performance and scalability needs with domain/platform teams. Maintain relevant cross-domain technical documentation and present to resolve urgent post-trial issues.
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You'll collaborate with Product Managers

Collaborate with PMs to define a clear roadmap, with the PM outlining features and the AIDM outlining implementation approach and dependencies. Jointly identify and assess both product and technical risks, and work together to develop mitigation strategies. Communicate progress, risks, and key decisions to stakeholders, providing a holistic view of the experience delivery. Work together to prioritise features and tasks based on user value, business impact, and technical feasibility.
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What you'll need

Proactive Communication: Regularly and transparently communicate progress, risks, and dependencies. Facilitation & Mediation: Act as a facilitator and mediator to resolve disagreements and ensure smooth collaboration between teams. Technical Understanding: Possess a strong understanding of the underlying functional architecture of the product. Relationship Building: Build strong working relationships with engineers, product managers, and client-facing teams across the business. Pragmatism & Problem-Solving: Be pragmatic in finding solutions and effectively troubleshoot technical challenges. Customer Operations Experience: Understand what brings value to customer service teams, ideally have experience working in customer service environments.

If this sounds like you then we'd love to hear from you. Are you ready for a career with us? We want to ensure you have all the tools and environment you need to unleash your potential. Need any specific accommodations? Whether you require specific accommodations or have a unique preference, let us know, and we'll do what we can to customise your interview process for comfort and maximum magic! Studies have shown that some groups of people, like women, are less likely to apply to a role unless they meet 100% of the job requirements. Whoever you are, if you like one of our jobs, we encourage you to apply as you might just be the candidate we hire. Across Octopus, we're looking for genuinely decent people who are honest and empathetic. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.