Principal Product Manager - Customer Service Suite

Lucidya LLC.; Riyadh; On-site; SAR 300,000 - 420,000; Full time

Job summary

Lucidya LLC seeks an experienced Product Leader to own the vision and roadmap for the Customer Service Suite. You will work with customers, support teams, engineering, and design to deliver meaningful improvements and AI-powered experiences that drive agent productivity and customer outcomes.

You will balance user needs with business priorities, communicate trade-offs clearly, and build trust across stakeholders while iterating quickly based on data and feedback.

Qualifications

• 7-9 years in B2B SaaS product development and end-to-end ownership.

Responsibilities

• Own the vision, strategy, and roadmap for Lucidya’s Customer Service Suite.
• Spend time with customer support teams and enterprise customers to understand workflows and improvements.
• Collaborate with Engineering and Design to deliver valuable improvements iteratively.
• Make thoughtful product decisions balancing customer needs, business priorities, and technical complexity.
• Champion AI-powered experiences to improve agent productivity and outcomes.
• Partner with Customer Success, Sales, and Marketing to drive adoption and measurable impact after launch.
• Leverage feedback, analytics, market trends, and experiments to refine the product and validate decisions.
• Communicate strategy and roadmap to stakeholders with clarity and confidence.
• Foster a collaborative environment where ideas from all teams are valued.

Skills

Product management

Prioritization

Customer focus

Stakeholder communication

Technical collaboration

Experimentation

Data-driven decisions

Clear communication

Tools

Jira

Confluence

Miro

Figma

Mixpanel

Amplitude

SQL

Zendesk

Freshdesk

Intercom

Salesforce Service Cloud

ChatGPT

Claude

GitHub Copilot

Job description

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—not just individual features.
• You enjoy solving customer problems more than shipping features. You naturally ask "What problem are we solving?" before deciding "What should we build?"
• You’re comfortable making difficult prioritization decisions and explaining the reasoning behind them, even when not everyone agrees.
• You enjoy spending time with customers and believe the best product decisions come from understanding real user behaviour rather than assumptions.
• You collaborate exceptionally well with engineers and designers. You don’t need to write production code, but you’re technical enough to challenge ideas, understand trade‑offs, and make informed decisions together.
• You’re naturally curious. Whether it’s a new AI capability, workflow automation tool, or emerging technology, you’ve probably already experimented with it before someone asked you to.
• 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 and can simplify complex ideas without oversimplifying the problem.

You’ll 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.

Bonus points if you have:

• 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)

Within your first six months, you’ll have built a deep understanding of Lucidya’s Customer Service Suite, our customers, and the workflows that power their support operations.

More importantly, you’ll have:

• Become the go‑to product leader for the Customer Service Suite, with a deep understanding of both the product and the customer problems it solves.
• Shipped meaningful improvements to OmniServ or the mobile experience that customers notice and that measurably improve how support teams work.
• Earned the trust of Engineering, Design, and cross‑functional stakeholders by making thoughtful product decisions, communicating trade‑offs clearly, and consistently delivering value.
• Built strong relationships with customers and established a regular feedback loop that directly influences product priorities.
• Defined and communicated a clear product roadmap that balances customer needs, business priorities, and long‑term product strategy.
• Identified opportunities to leverage AI and automation in ways that create genuine value for support teams rather than simply introducing new technology.