Principal Product Manager - Customer Service Suite

What You’ll Do

• Own the vision, strategy, and roadmap for Lucidya’s Customer Service Suite, ensuring every investment moves the product closer to solving meaningful customer problems.
• 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.
• Work closely with Engineering and Design to continuously deliver valuable improvements, favouring learning through iteration over waiting for perfection.
• Make thoughtful product decisions by balancing customer needs, business priorities, technical complexity, and long‑term platform strategy.
• Champion AI‑powered experiences that genuinely improve agent productivity and customer outcomes, rather than adding technology for technology’s sake.
• Partner with Customer Success, Sales, and Marketing to ensure new capabilities are successfully adopted and create measurable business impact after launch.
• Use customer feedback, product analytics, market trends, and experimentation to continuously improve the product and validate product decisions.
• 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.

• You’ve spent 7-9 years building B2B SaaS products and have owned a product or product suite end‑to‑end—not just individual features.
• You enjoy solving customer problems more than shipping features. You naturally ask "What problem are we solving?" before deciding "What should we build?"
• You’re comfortable making difficult prioritization decisions and explaining the reasoning behind them, even when not everyone agrees.
• You enjoy spending time with customers and believe the best product decisions come from understanding real user behaviour rather than assumptions.
• You collaborate exceptionally well with engineers and designers. You don’t need to write production code, but you’re technical enough to challenge ideas, understand trade‑offs, and make informed decisions together.
• You’re naturally curious. Whether it’s a new AI capability, workflow automation tool, or emerging technology, you’ve probably already experimented with it before someone asked you to.
• You value progress over perfection and know when it’s time to ship, learn, and iterate.
• You’re comfortable using data to support your decisions but know that numbers alone rarely tell the full story.
• You communicate clearly with technical and non‑technical audiences alike and can simplify complex ideas without oversimplifying the problem.

• Product management platforms such as Jira and Confluence.
• Collaboration tools including Miro and Figma.
• Product analytics platforms such as Mixpanel, Amplitude, or similar.
• SQL for exploring product data and validating hypotheses.
• Customer support platforms such as Zendesk, Freshdesk, Intercom, Salesforce Service Cloud, or similar.
• Generative AI tools such as ChatGPT, Claude, Git Hub Copilot, or equivalent productivity tools.

Bonus points if you have:

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

Within your first six months, you’ll have built a deep understanding of Lucidya’s Customer Service Suite, our customers, and the workflows that power their support operations.

More importantly, you’ll have:

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