Principal Product Manager - Customer Service Suite

Lucidya
Riyadh
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Prioritization","Collaboration","Customer focus","Clear communication","Data-informed decision making"]

Own the vision, strategy, and roadmap for a Customer Service Suite, including OmniServ ticketing/case management, the mobile experience, and AI-powered capabilities. Partner with customer support teams, operations, and enterprise customers to understand workflows and prioritize improvements. Collaborate with Engineering and Design to deliver iterative enhancements, champion AI that improves agent productivity, and drive measurable adoption with Customer Success, Sales, and Marketing.

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FursaFursa
Lucidya
Lucidya
1 month ago

Principal Product Manager - Customer Service Suite

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Last checked: 23 hours agoStatus: Live

Job Summary

Own the vision, strategy, and roadmap for a Customer Service Suite, including OmniServ ticketing/case management, the mobile experience, and AI-powered capabilities. Partner with customer support teams, operations, and enterprise customers to understand workflows and prioritize improvements. Collaborate with Engineering and Design to deliver iterative enhancements, champion AI that improves agent productivity, and drive measurable adoption with Customer Success, Sales, and Marketing.
Location: Riyadh
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Sr. Manager level

Key Responsibilities

  • •Own the vision, strategy, and roadmap for the Customer Service Suite, ensuring investments move toward solving meaningful customer problems.
  • •Work with customer support, operations leaders, and enterprise customers to understand workflows, pain points, and improvement opportunities.
  • •Partner with Engineering and Design to deliver continuous, valuable improvements through iteration.
  • •Balance customer needs, business priorities, technical complexity, and long-term platform strategy in product decisions.
  • •Coordinate with Customer Success, Sales, and Marketing to ensure adoption and measurable business impact after launch.

Key Requirements

  • •7-9 years building B2B SaaS products with end-to-end ownership of a product or product suite.
  • •Enjoy solving customer problems and naturally start with the problem before deciding what to build.
  • •Comfort making difficult prioritization decisions and explaining the reasoning behind trade-offs.
  • •Spend time with customers and base decisions on real user behavior rather than assumptions.
  • •Technical enough to challenge ideas with engineers and designers; comfortable using data to support decisions.
Experience:B2B SaaS
Skills:PrioritizationCollaborationCustomer focusClear communicationData-informed decision making
Tech Stack:JiraConfluenceMiroFigmaMixpanelAmplitudeSQLZendeskFreshdeskIntercomSalesforce Service CloudChatGPTClaudeGitHub Copilot

Company Brief

Lucidya
Provides an Arabic-first customer experience and social listening platform that helps brands monitor conversations, analyze sentiment, and manage customer interactions across digital channels using AI-driven insights.
Industry: SaaS
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Headquarters: Riyadh, Saudi Arabia
Founded: 2016
WebsiteLinkedIn