Principal Product Manager Customer Service Suite📣 Job Ad

About Lucidya and the Role

Lucidya is an AI-native platform specializing in customer experience (CX) intelligence, designed to autonomously manage entire customer lifecycles from engagement to retention and growth. The platform leverages proprietary NLU capabilities, developed in-house and trained on millions of multilingual conversations, to equip teams with tools for delivering personalized experiences that drive measurable improvements. We are seeking a Principal Product Manager, Customer Service Suite to join our team in Riyadh, Saudi Arabia, on a full-time basis.

Role Purpose and Scope

This role involves owning the strategy and direction for Lucidya's Customer Service Suite. This suite includes OmniServ, our ticketing and case management platform, mobile experience, and the AI-powered capabilities that enable support teams to operate more efficiently. The Principal Product Manager will define product direction, make prioritization decisions, and shape experiences relied upon by thousands of users daily. The position focuses on solving complex customer challenges and building products where AI delivers tangible customer value, rather than merely adopting trends.

Key Responsibilities

• Own the vision, strategy, and roadmap for Lucidya's Customer Service Suite, ensuring investments address meaningful customer problems.
• Engage with customer support teams, operations leaders, and enterprise customers to deeply understand their workflows, challenges, and potential improvements.
• Collaborate closely with Engineering and Design to continuously deliver valuable improvements, prioritizing iterative learning.
• 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 successful adoption and measurable business impact of new capabilities post-launch.
• Utilize customer feedback, product analytics, market trends, and experimentation to continuously improve the product and validate decisions.
• Create alignment across stakeholders by communicating product strategy, priorities, trade-offs, and roadmap decisions with clarity.
• Build trust across cross-functional teams by fostering a collaborative environment where ideas are welcomed from all sources.

Qualifications and Experience

• 7-9 years of experience building B2B SaaS products, with end-to-end ownership of a product or product suite.
• Demonstrated focus on solving customer problems, consistently asking "What problem are we solving?" before defining solutions.
• Ability to make and articulate difficult prioritization decisions, explaining the underlying reasoning.
• A preference for understanding real user behavior through direct customer interaction.
• Strong collaboration skills with engineers and designers, including sufficient technical understanding to challenge ideas and make informed decisions.
• Natural curiosity regarding new AI capabilities, workflow automation tools, and emerging technologies.
• Commitment to progress over perfection, understanding when to ship, learn, and iterate.
• Proficiency in using data to support decisions, while recognizing that numbers alone rarely provide the full context.
• Clear communication skills for both technical and non-technical audiences, simplifying complex ideas without oversimplifying the problem.
• Fluency in both Arabic and English to facilitate close collaboration with customers across the region.

Success Metrics for the First Six Months

Within the initial six months, the successful candidate will have developed a deep understanding of Lucidya's Customer Service Suite, its customers, and the workflows supporting their operations. Key achievements will include:

• Becoming the primary product leader for the Customer Service Suite, with comprehensive product and customer problem knowledge.
• Delivering meaningful improvements to OmniServ or the mobile experience that enhance support team operations.
• Earning the trust of Engineering, Design, and cross-functional stakeholders through thoughtful decisions, clear communication of trade-offs, and consistent value delivery.
• Establishing strong customer relationships and a regular feedback loop that directly influences product priorities.
• Defining and communicating a clear product roadmap that balances customer needs, business priorities, and long-term product strategy.
• Identifying and leveraging opportunities for AI and automation to create genuine value for support teams.

Application Process

The hiring process is structured to assess mutual fit and typically involves:

1. An introductory conversation with Talent Acquisition.
2. A Product Leadership interview exploring product thinking, leadership style, and experience.
3. A case study to demonstrate the approach to solving complex product challenges and communicating decisions.
4. A presentation/panel interview to showcase findings from the case study.
5. A final conversation with executive leadership, followed by an offer discussion.

The evaluation extends beyond experience to include an assessment of critical thinking, decision-making, collaboration skills, and approach to building customer-centric products.