Principal Product Manager - Customer Service Suite
Core
Own the strategy and direction of Lucidya's Customer Service Suite, including OmniServ ticketing platform, mobile experience, and AI-powered capabilities to improve support team productivity and customer outcomes.
Role type
Principal Product Manager (B2B SaaS)
Builds
OmniServ ticketing and case management platform, mobile experience, and AI-powered support capabilities
Domain
Customer Experience (CX) Intelligence / AI / B2B SaaS
Deliverable
product features
Required skills
B2B SaaS product strategy, end-to-end product ownership, customer discovery and empathy, prioritization and trade-off analysis, cross-functional collaboration, data-driven decision making, product roadmap definition, stakeholder alignment
Preferred skills
Experience in Customer Support/Success/Operations, building AI-powered workflows, designing enterprise customer service software
Technologies
Jira, Confluence, Miro, Figma, Mixpanel, Amplitude, SQL, Zendesk, Freshdesk, Intercom, Salesforce Service Cloud, Generative AI tools (ChatGPT, Claude, GitHub Copilot)
Responsibilities
Define vision, strategy, and roadmap for the Customer Service Suite; conduct deep customer research with support teams and enterprise clients; partner with Engineering and Design to deliver iterative improvements; champion AI experiences that improve agent productivity; collaborate with Customer Success, Sales, and Marketing for adoption; use analytics and experimentation to validate decisions; communicate strategy and trade-offs to stakeholders
Seniority
Principal, hands-on IC with strategic ownership
