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 initial engagement through retention and growth. The platform utilizes proprietary NLU capabilities, developed in-house and trained on millions of multilingual conversations, to enable teams to deliver personalized experiences that enhance customer satisfaction, retention, and lifetime value. We are seeking a Principal Product Manager - Customer Service Suite to join our team in Riyadh, Riyadh Province, for a full-time position.

Role Purpose and Scope

This role involves owning the strategy and direction for Lucidya's Customer Service Suite. This includes OmniServ, our ticketing and case management platform, the mobile experience, and the AI-powered capabilities that empower support teams. The Principal Product Manager will define the product's trajectory, make critical prioritization decisions, and shape experiences relied upon by thousands of users daily. The focus is on understanding customer workflows and translating those insights into products that solve meaningful problems, particularly where AI creates tangible customer value.

Key Responsibilities

• Own the vision, strategy, and roadmap for Lucidya's Customer Service Suite, ensuring investments align with solving customer problems.
• Engage with customer support teams, operations leaders, and enterprise customers to understand their workflows, challenges, and needs.
• Collaborate with Engineering and Design to deliver continuous improvements, prioritizing iterative learning.
• Make informed product decisions by balancing customer needs, business priorities, technical complexity, and long-term platform strategy.
• Champion AI-powered experiences that genuinely enhance agent productivity and customer outcomes.
• Partner with Customer Success, Sales, and Marketing to ensure successful adoption and measurable business impact of new capabilities.
• Utilize customer feedback, product analytics, market trends, and experimentation to refine the product and validate decisions.
• Foster alignment across stakeholders by clearly communicating product strategy, priorities, trade-offs, and roadmap decisions.
• Build trust within cross-functional teams by promoting a collaborative environment.

Required Qualifications and Experience

• 7-9 years of experience building B2B SaaS products, with end-to-end ownership of a product or product suite.
• A focus on solving customer problems over simply shipping features, consistently asking "What problem are we solving?"
• Ability to make and articulate difficult prioritization decisions, even when facing disagreement.
• A commitment to understanding real user behavior through direct customer engagement.
• Exceptional collaboration skills with engineers and designers, including technical understanding to challenge ideas and make informed decisions.
• Natural curiosity about new technologies, including AI capabilities and workflow automation tools.
• A pragmatic approach that values progress and iteration over waiting for perfection.
• Proficiency in using data to support decisions, while understanding its limitations.
• Clear communication skills for both technical and non-technical audiences, simplifying complex ideas without oversimplifying problems.

Technical Skills and Preferred Background

Candidates will likely have experience with:

• Product management platforms such as Jira and Confluence.
• Collaboration tools including Miro and Figma.
• Product analytics platforms such as Mixpanel, Amplitude, or similar.
• SQL for exploring product data and validating hypotheses.
• Customer support platforms such as Zendesk, Freshdesk, Intercom, Salesforce Service Cloud, or similar.
• Generative AI tools such as ChatGPT, Claude, GitHub Copilot, or equivalent productivity tools.

Additional experience that would be beneficial includes:

• Prior work in Customer Support, Customer Success, Contact Centers, or Service Operations before transitioning into Product.
• Building AI-powered workflows or automation products that delivered measurable customer outcomes.
• Experience designing or building enterprise customer service software.

Application Information

This full-time role offers an opportunity to contribute to the future of AI-powered customer service. We invite qualified candidates to apply.