وصف الوظيفة
Role Overview
Senior Product Manager - Monitoring & Research at Lucidya, based in the MENA region. You will own the product vision, strategy, and roadmap for three interconnected product areas: Social Listening, Managed Channels Analytics, and Voice of Customer (VoC).
Company Overview
Lucidya is an AI-native platform for customer experience (CX) intelligence that helps organizations understand, engage, and retain customers at scale. The platform combines proprietary AI, deep language understanding, and autonomous workflows to help organizations move from insight to action. Technology is built in-house and trained on millions of multilingual customer conversations, enabling brands across the MENA region to make better decisions, deliver better experiences, and build stronger customer relationships.
Role Purpose
You will shape how thousands of users discover, trust, and act on insights generated from millions of customer conversations. The Monitoring & Research domain sits at the center of customer intelligence, enabling organizations to understand public perception, identify emerging trends, monitor competitors, measure customer sentiment, and uncover insights that drive business decisions. You will define the future of how research and customer intelligence are delivered as AI transforms the field.
Key Responsibilities
Strategy & Vision
- Own the future of Monitoring & Research at Lucidya across Social Listening, Managed Channels Analytics, and Voice of Customer.
- Define the vision, strategy, and roadmap for the domain.
- Ensure customers can confidently answer critical business questions about their customers, markets, competitors, and brand performance.
- Establish clear product strategy and prioritization frameworks across the domain.
Customer Discovery & Validation
- Spend significant time understanding how customers currently make decisions and where they struggle to find trustworthy insights.
- Identify what prevents customers from taking action on insights.
- Challenge assumptions, validate problems, and ensure solutions address issues that matter before resources are committed.
- Regularly engage customers, prospects, Customer Success teams, and internal stakeholders to uncover opportunities and validate product direction.
- Investigate customer workflows and seek evidence before committing to a direction.
Product Development & Innovation
- Turn customer signals into product decisions that help customers move beyond reporting toward clear recommendations, meaningful insights, and measurable business outcomes.
- Lead discovery before delivery, ensuring you build the right thing rather than building things quickly.
- Raise the quality bar for AI-powered insights by defining what trustworthy AI means in practice.
- Work closely with AI, Data, Design, and Engineering teams to improve insight accuracy, sentiment quality, explainability, relevance, and customer trust.
- Constantly evaluate whether an insight is genuinely useful, not just technically impressive.
Prioritization & Trade-offs
- Evaluate opportunities using customer feedback, product data, market insights, commercial priorities, and strategic impact.
- Make difficult prioritization decisions about which good ideas belong on the roadmap.
- Make trade-offs transparently and help the organization understand why certain bets are worth making while others are not.
Adoption & Impact
- Closely monitor customer behavior, adoption patterns, retention drivers, churn signals, and feedback loops.
- Drive product adoption and business impact across the Monitoring & Research domain.
- Use insights to continuously improve the product and ensure work delivers measurable value for both customers and the business.
- Measure success by customer adoption, customer value, and business impact rather than the number of features released.
Cross-functional Leadership
- Collaborate across Engineering, Design, AI, Customer Success, Sales, Marketing, and Leadership teams.
- Help create alignment and provide clarity during ambiguity.
- Contribute to building a culture where teams are empowered to solve problems rather than simply execute requirements.
- Ensure customer feedback consistently influences roadmap decisions.
- Build strong alignment across cross-functional teams around goals, priorities, and outcomes.
Qualifications & Experience
- Minimum 5 years of product management experience, ideally within B2B SaaS environments.
- Proven ability to take a problem from discovery through validation, delivery, measurement, and iteration.
- Experience with social listening, media monitoring, Voice of Customer, customer intelligence, or research platforms.
- Experience building AI-powered, analytics-heavy, or data-intensive products.
Skills & Competencies
- Strong product fundamentals with understanding that product management is ultimately about creating customer and business value, not managing backlogs.
- Ability to simplify complexity and transform complexity into experiences that feel intuitive and useful to customers.
- Comfort working with large datasets, analytics platforms, AI-powered products, or technically complex systems.
- Naturally curious about how people work and where products create friction in their lives.
- Ability to make decisions with incomplete information, balancing analysis with action and adapting when new information becomes available.
- Clear communication skills to explain technical concepts to non-technical audiences and customer problems to technical teams.
- Ability to build alignment through clear thinking, structured communication, and transparency.
- Willingness to challenge existing thinking when evidence suggests a better way to solve a problem.
- Familiarity with sentiment analysis, NLP, LLMs, recommendation systems, or automated research workflows.
- Knowledge of MENA markets, particularly Saudi Arabia and the GCC.
- Experience with platforms such as Brandwatch, Sprinklr, Meltwater, Talkwalker, Qualtrics, Medallia, or Brand24.
- Experience working with Arabic-language products, dialects, or regional customer behaviors.
Additional Information
Success Metrics (12-Month Outcomes)
- Customers trust Lucidya's insights enough to use them in critical business decisions.
- Product adoption and engagement across Monitoring & Research increase meaningfully.
- AI-powered insight experiences become more accurate, actionable, and differentiated.
- Clear product strategy and prioritization frameworks are established across the domain.
- Customer feedback consistently influences roadmap decisions.
- Cross-functional teams have strong alignment around goals, priorities, and outcomes.
Employer Statement
Lucidya is an equal opportunity employer. Great teams are built through diverse experiences, perspectives, and backgrounds. Candidates excited about the opportunity are encouraged to apply even if they do not meet every requirement.