Senior Product Manager, AI-Powered Customer Service

Lucidya | لوسيديا; Riyadh; On-site; SAR 420,000 - 660,000; Full time

Job summary

Lucidya is seeking a Principal Product Manager for the Customer Service Suite to own strategy, roadmaps, and omni-channel experiences. You will guide OmniServ, mobile experience, and AI features that empower support teams to operate smarter with measurable impact.

You’ll spend time with customers to understand workflows, prioritize initiatives, and drive execution with Engineering and Design, shaping products that deliver real customer value across the region.

Qualifications

• 7-9 years building B2B SaaS products and owning a product or product suite end‑to‑end
• Able to articulate what problem is being solved before deciding what to build
• Comfortable making difficult prioritization decisions and explaining reasoning
• Experience spending time with customers to understand workflows and pain points
• Collaborates well with engineers and designers, can challenge ideas
• Curious about AI capabilities and emerging technologies
• Delivers with a bias for action and iterative learning
• Fluent in Arabic and English for regional customers

Responsibilities

• Own the vision, strategy, and roadmap for Lucidya's Customer Service Suite
• Engage with customer support teams, operations leaders, and enterprise customers to understand workflows and pain points
• Work with Engineering and Design to deliver valuable improvements via iterative learning
• Make product decisions balancing customer needs, business priorities, and technical complexity
• Champion AI-powered experiences to improve agent productivity and customer outcomes
• Collaborate with Customer Success, Sales, and Marketing to drive adoption and measurable impact
• Use customer feedback and analytics to continuously improve the product and validate decisions
• Communicate strategy, priorities, and roadmap clearly across stakeholders
• Foster a collaborative environment where great ideas can emerge

Skills

B2B SaaS product management

Stakeholder communication

Arabic and English fluency

Tools

Jira

Confluence

Miro

Figma

Mixpanel

Amplitude

SQL

Zendesk

Freshdesk

Intercom

Salesforce Service Cloud

ChatGPT

GitHub Copilot

Job description

Lucidya is seeking a Principal Product Manager for the Customer Service Suite to own strategy, roadmaps, and omni-channel experiences. You will guide OmniServ, mobile experience, and AI features that empower support teams to operate smarter with measurable impact.

You’ll spend time with customers to understand workflows, prioritize initiatives, and drive execution with Engineering and Design, shaping products that deliver real customer value across the region.