Principal Product Manager - Customer Service Suite
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Key skills for this role
About the Role
Own the strategy for Customer Service Suite, focusing on AI-powered solutions, customer engagement, and collaboration with cross-functional teams to enhance user experience.
Key Skills for This Role
Responsibilities
- Own the vision, strategy, and roadmap for Lucidya's Customer Service Suite
- Spend time with customer support teams, operations leaders, and enterprise customers to understand their workflows and pain points
- Work closely with Engineering and Design to continuously deliver valuable improvements
- Make thoughtful product decisions by balancing customer needs, business priorities, technical complexity, and long term platform strategy
- Champion AI powered experiences that genuinely improve agent productivity and customer outcomes
- Partner with Customer Success, Sales, and Marketing to ensure new capabilities are successfully adopted
- Use customer feedback, product analytics, market trends, and experimentation to continuously improve the product
- Create alignment across stakeholders by communicating product strategy, priorities, trade offs, and roadmap decisions
Requirements
- 7 9 years building B2B SaaS products, owning a product or product suite end to end
- Fluent in both Arabic and English
- Experience with product management platforms such as Jira and Confluence
- Experience with collaboration tools including Miro and Figma
- Experience with product analytics platforms such as Mixpanel, Amplitude, or similar
- SQL for exploring product data and validating hypotheses
- Familiarity with customer support platforms such as Zendesk, Freshdesk, Intercom, Salesforce Service Cloud, or similar
- Experience with Generative AI tools such as ChatGPT, Claude, GitHub Copilot, or equivalent
Full Job Posting
About Lucidya & Role
- Lucidya is an AI native platform for customer experience (CX) intelligence that manages entire customer lifecycles autonomously.
- As Principal Product Manager, you'll own the strategy and direction of Lucidya's Customer Service Suite, including OmniServ, mobile experience, and AI powered capabilities.
- This is not a role where you'll simply manage a backlog; you'll define where the product goes and make difficult prioritization decisions.
What You'll Do
- Own the vision, strategy, and roadmap for Lucidya's Customer Service Suite, ensuring every investment moves the product closer to solving meaningful customer problems.
- Spend time with customer support teams, operations leaders, and enterprise customers to deeply understand how they work, where they struggle, and what would genuinely improve their day to day experience.
- Work closely with Engineering and Design to continuously deliver valuable improvements, favouring learning through iteration over waiting for perfection.
- Make thoughtful product decisions by balancing customer needs, business priorities, technical complexity, and long term platform strategy.
- Champion AI powered experiences that genuinely improve agent productivity and customer outcomes, rather than adding technology for technology's sake.
- Partner with Customer Success, Sales, and Marketing to ensure new capabilities are successfully adopted and create measurable business impact after launch.
- Use customer feedback, product analytics, market trends, and experimentation to continuously improve the product and validate product decisions.
- Create alignment across stakeholders by communicating product strategy, priorities, trade offs, and roadmap decisions with clarity and confidence.
- Build trust across cross functional teams by creating a collaborative environment where great ideas can come from anyone.
Who You Are
- You've spent 7 9 years building B2B SaaS products and have owned a product or product suite end to end.
- You enjoy solving customer problems more than shipping features.
- You're comfortable making difficult prioritization decisions and explaining the reasoning behind them.
- You enjoy spending time with customers and believe the best product decisions come from understanding real user behaviour.
- You collaborate exceptionally well with engineers and designers.
- You're naturally curious about new AI capabilities, workflow automation tools, or emerging technology.
- You value progress over perfection and know when it's time to ship, learn, and iterate.
- You're comfortable using data to support your decisions but know that numbers alone rarely tell the full story.
- You communicate clearly with technical and non technical audiences alike.
- You're fluent in both Arabic and English.
- You'll likely have experience with Jira, Confluence, Miro, Figma, Mixpanel, Amplitude, SQL, Zendesk, Freshdesk, Intercom, Salesforce Service Cloud, and Generative AI tools.
Bonus Points
- Previously worked in Customer Support, Customer Success, Contact Centres, or Service Operations before moving into Product.
- Built AI powered workflows or automation products that delivered measurable customer outcomes.
- Experience designing or building enterprise customer service software.
What Success Looks Like (First 6 Months)
- Become the go to product leader for the Customer Service Suite.
- Shipped meaningful improvements to OmniServ or the mobile experience that customers notice.
- Earned the trust of Engineering, Design, and cross functional stakeholders.
- Built strong relationships with customers and established a regular feedback loop.
- Defined and communicated a clear product roadmap.
- Identified opportunities to leverage AI and automation in ways that create genuine value for support teams.
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