Principal Product Manager - Customer Service Suite

Role Overview

Principal Product Manager - Customer Service Suite at Lucidya. This role is based at Lucidya's location.

Company Overview

Lucidya is an AI-native platform for customer experience (CX) intelligence that manages entire customer lifecycles autonomously, from initial engagement through retention and growth. The platform combines proprietary NLU capabilities developed entirely in-house and trained on millions of multilingual conversations to equip marketing, support, CX, and research teams to deliver personalized experiences that drive measurable improvements in customer satisfaction, retention, and lifetime value.

Role Purpose

You will own the vision, strategy, and roadmap for Lucidya's Customer Service Suite, including OmniServ (ticketing and case management platform), mobile experience, and AI-powered capabilities that enable support teams to work smarter. You will define where the product goes, make difficult prioritization decisions, and shape experiences that thousands of users rely on every day.

Key Responsibilities

Strategy and Vision

• Own the vision, strategy, and roadmap for Lucidya's Customer Service Suite, ensuring every investment moves the product closer to solving meaningful customer problems.
• Make thoughtful product decisions by balancing customer needs, business priorities, technical complexity, and long-term platform strategy.
• Define and communicate a clear product roadmap that balances customer needs, business priorities, and long-term product strategy.

Customer Insight and Research

• 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.
• Build strong relationships with customers and establish a regular feedback loop that directly influences product priorities.
• Use customer feedback, product analytics, market trends, and experimentation to continuously improve the product and validate product decisions.

Product Delivery and Execution

• Work closely with Engineering and Design to continuously deliver valuable improvements, favouring learning through iteration over waiting for perfection.
• Ship meaningful improvements to OmniServ or the mobile experience that customers notice and that measurably improve how support teams work.
• Value progress over perfection and know when it's time to ship, learn, and iterate.

AI and Innovation

• Champion AI-powered experiences that genuinely improve agent productivity and customer outcomes, rather than adding technology for technology's sake.
• Identify opportunities to leverage AI and automation in ways that create genuine value for support teams rather than simply introducing new technology.

Cross-Functional Collaboration

• Partner with Customer Success, Sales, and Marketing to ensure new capabilities are successfully adopted and create measurable business impact after launch.
• Work closely with Engineering and Design to challenge ideas, understand trade-offs, and make informed decisions together.
• 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.
• Earn the trust of Engineering, Design, and cross-functional stakeholders by making thoughtful product decisions, communicating trade-offs clearly, and consistently delivering value.

Qualifications & Experience

• Seven to nine years building B2B SaaS products with end-to-end ownership of a product or product suite, not just individual features.
• Experience spending time with customers and belief that the best product decisions come from understanding real user behaviour rather than assumptions.
• Comfort making difficult prioritization decisions and explaining the reasoning behind them, even when not everyone agrees.
• Natural curiosity about new AI capabilities, workflow automation tools, and emerging technology, with experience experimenting with them.
• Experience with Product Management platforms such as Jira and Confluence.
• Experience with Collaboration tools including Miro and Figma.
• Experience with Product analytics platforms such as Mixpanel, Amplitude, or similar.
• SQL proficiency for exploring product data and validating hypotheses.
• Experience with Customer support platforms such as Zendesk, Freshdesk, Intercom, Salesforce Service Cloud, or similar.
• Experience with Generative AI tools such as ChatGPT, Claude, GitHub Copilot, or equivalent productivity tools.

Bonus Qualifications

• Previous work in Customer Support, Customer Success, Contact Centres, or Service Operations before moving into Product.
• Experience building AI-powered workflows or automation products that delivered measurable customer outcomes.
• Experience designing or building enterprise customer service software.

Skills & Competencies

• Exceptional collaboration with engineers and designers; technical enough to challenge ideas, understand trade-offs, and make informed decisions together without writing production code.
• Comfort using data to support decisions while recognizing that numbers alone rarely tell the full story.
• Clear communication with technical and non-technical audiences alike and ability to simplify complex ideas without oversimplifying the problem.
• Ability to ask "What problem are we solving?" before deciding "What should we build?"
• Naturally curious mindset driven by solving customer problems rather than shipping features.

Additional Information

Success Metrics (First 6 Months)

• Become the go-to product leader for the Customer Service Suite, with deep understanding of both the product and the customer problems it solves.
• Ship meaningful improvements to OmniServ or the mobile experience that customers notice and that measurably improve how support teams work.
• Earn the trust of Engineering, Design, and cross-functional stakeholders by making thoughtful product decisions, communicating trade-offs clearly, and consistently delivering value.
• Build strong relationships with customers and establish a regular feedback loop that directly influences product priorities.
• Define and communicate a clear product roadmap that balances customer needs, business priorities, and long-term product strategy.
• Identify opportunities to leverage AI and automation in ways that create genuine value for support teams rather than simply introducing new technology.