Saudi Directory

Principal Product Manager, Customer Service Suite

Lucidya · Riyadh

Full-timeHybridSenior9 Jul 2026
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Job summary

Lucidya is hiring a Principal Product Manager based in Riyadh to lead the Customer Service Suite including OmniServ, mobile experience and AI capabilities. The role owns strategy, talks with customers, and turns insights into product improvements that boost support team productivity and customer outcomes.

Key responsibilities

  • Define vision, strategy and roadmap for the Customer Service Suite.
  • Engage with support teams and enterprise customers to gather product insights.
  • Collaborate with Engineering and Design to deliver iterative improvements.
  • Prioritise features balancing customer needs, business and technical constraints.
  • Promote AI-powered experiences that increase agent productivity.
  • Partner with Customer Success, Sales and Marketing for adoption and impact.
  • Use analytics, experiments and feedback to validate product decisions.
  • Communicate strategy, priorities and trade-offs across stakeholders.

Requirements

  • 7–9 years building B2B SaaS products with end-to-end product ownership.
  • Focus on solving customer problems rather than shipping features.
  • Experience prioritising and explaining product trade-offs.
  • Comfortable customer research and observing real user behaviour.
  • Strong collaboration with engineering and design; technical fluency.
  • Use data, experimentation and analytics to validate decisions.
  • Familiarity with Jira, Confluence, Miro, Figma, product analytics and SQL.

Skills

Product strategyRoadmappingCustomer researchStakeholder managementJiraConfluenceMiroFigmaMixpanelSQL

Source: Workable. Last checked as open: 14 Nov 2026. You apply directly with the employer.

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