Principal Product Manager - Customer Service Suite

Lucidya; Saudi Arabia; On-site; SAR 300,000 - 480,000; Full time

Job summary

Lucidya in Saudi Arabia seeks an accomplished Senior Product Manager to own the Customer Service Suite from vision to delivery, partnering with customers, support ops, and enterprise clients to uncover real needs and opportunities.

You'll work closely with Engineering and Design to ship iterative improvements, balance trade-offs, and champion AI-powered experiences that boost agent productivity and customer outcomes for regional customers.

Qualifications

• 7–9 years building end-to-end B2B SaaS products.
• Experience owning a product or product suite across lifecycle.
• Fluent in Arabic and English with customer-facing impact.

Responsibilities

• Own vision, strategy, and roadmap for the Customer Service Suite.
• Engage with customers and internal teams to uncover needs and pain points.
• Collaborate with Engineering and Design to ship iterative improvements.
• Balance customer needs, business priorities, and technical complexity.
• Drive AI-powered experiences to boost agent productivity and outcomes.
• Work with Customer Success, Sales, and Marketing to drive adoption.
• Use analytics and market trends to guide product decisions.
• Communicate strategy and roadmap clearly across stakeholders.
• Foster a collaborative environment enabling ideas from anyone.

Job description

About Lucidya

Lucidya is an AI-native platform for customer experience (CX) intelligence that manages entire customer lifecycles autonomously, from initial engagement through retention and growth. Unlike platforms that only surface insights and leave the action to you, Lucidya completes the loop with proprietary NLU capabilities developed entirely in-house and trained on millions of multilingual conversations, equipping marketing, support, CX, and research teams to deliver personalized experiences that drive measurable improvements in customer satisfaction, retention, and lifetime value.

Why this role matters

Customer service is evolving faster than ever. Customers expect instant, personalized support, while support teams are under constant pressure to resolve issues faster without sacrificing quality. AI is fundamentally changing how support organizations operate, and we’re building the products that will define that future.

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 are naturally curious.
• You’re fluent in Arabic and English, enabling you to work closely with our customers across the region.

Required Experience & Skills

• Experience with Product management platforms such as Jira and Confluence.
• Collaboration tools: 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.