Principal Product Manager - Customer Service Suite

About Lucidya

Lucidya is an AI-native platform designed to autonomously manage the entire customer lifecycle from initial engagement to retention and growth. It distinguishes itself by integrating advanced natural language understanding developed in-house and trained on millions of multilingual conversations, enabling marketing, support, CX, and research teams to deliver personalized experiences that drive improved customer satisfaction, retention, and lifetime value.

Role Importance

The customer service landscape is rapidly evolving, with customers expecting immediate, tailored support, and support teams facing pressure to resolve issues efficiently without compromising quality. AI is transforming support operations, and Lucidya is developing products that will shape this future.

Responsibilities

• Define and lead the vision, strategy, and product roadmap for Lucidya's Customer Service Suite including OmniServ, the ticketing and case management platform, mobile experience, and AI-powered tools aimed at enhancing support team productivity.
• Engage extensively with customer support teams, operations leaders, and enterprise clients to gain insights into their workflows, challenges, and needs to create impactful product solutions.
• Collaborate closely with Engineering and Design teams to iterate and deliver continuous enhancements focused on real customer value.
• Balance customer needs, technical complexity, business priorities, and long-term platform goals to make informed product decisions and strategic prioritizations.
• Promote AI-driven features that authentically improve agent efficiency and customer results rather than adopting technology for its own sake.
• Work alongside Customer Success, Sales, and Marketing teams to ensure successful adoption of new functionalities and demonstrate measurable business outcomes post-launch.
• Utilize customer feedback, analytics, market insights, and experimentation to refine the product continuously and validate decisions.
• Communicate product strategy, priorities, compromises, and roadmap updates clearly to foster alignment across all stakeholders.
• Cultivate a collaborative team environment where innovative ideas can emerge from any member.

Candidate Profile

• 7-9 years of experience in building B2B SaaS products with end-to-end ownership of a product or product suite.
• Strong problem-solving mindset centered on addressing customer challenges rather than simply delivering features.
• Adept at making difficult prioritization choices and transparently explaining the rationale behind decisions.
• Experienced in customer engagement, valuing genuine user insights over assumptions to inform product direction.
• Comfortable collaborating effectively with engineers and designers, possessing sufficient technical understanding to participate in informed product discussions.
• Naturally curious and proactive in exploring new AI capabilities, automation tools, and emerging technologies.
• Embraces a culture of shipping, learning, and iterating rather than perfectionism.
• Skilled at using data to inform decisions while recognizing the importance of qualitative context.
• Excellent communicator capable of presenting complex ideas simply for both technical and non-technical audiences.
• Fluent in Arabic and English to effectively connect with customers in the region.

Preferred Experience

• Familiarity with product management systems such as Jira and Confluence.
• Experience with collaboration and design tools like Miro and Figma.
• Knowledge of product analytics platforms including Mixpanel, Amplitude, or equivalents.
• Proficiency in SQL for data exploration and hypothesis validation.
• Exposure to customer support platforms like Zendesk, Freshdesk, Intercom, or Salesforce Service Cloud.
• Hands-on experience or familiarity with generative AI tools such as ChatGPT, Claude, or GitHub Copilot.

Bonus Qualifications

• Background in customer support, success, contact centers, or service operations before transitioning to product management.
• Development of AI-enhanced workflows or automation products delivering tangible customer benefits.
• Experience designing or building enterprise-level customer service software.

Success Milestones in First 6 Months

• Become the recognized product leader for the Customer Service Suite with deep knowledge of the product and the issues it addresses.
• Deliver notable enhancements to OmniServ or mobile platforms that customers value and that improve support team efficiency.
• Earn trust across Engineering, Design, and other cross-functional teams through thoughtful decisions and clear communication of trade-offs.
• Establish a strong customer relationship network that feeds into a consistent feedback mechanism shaping product priorities.
• Create and articulate a balanced product roadmap aligning customer needs, business imperatives, and strategic vision.
• Spot opportunities to integrate AI and automation in ways that offer genuine benefits to support teams instead of superficial technology additions.

Recruitment Stages

• Initial discussion with Talent Acquisition.
• Product leadership interview focusing on product mindset, leadership approach, and experience.
• Case study presentation demonstrating complex problem-solving and communication of solutions.
• Panel presentation to showcase case study findings.
• Final discussion with executive leadership followed by offer consideration.

The hiring process emphasizes not only experience but also product thinking, collaboration, decision-making, and the ability to build products that genuinely satisfy customers.