Senior PM, AI-Driven 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

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.