Principal Product Manager - Customer Service Suite

About Lucidya

Lucidya is an AI-native platform for customer experience (CX) intelligence that manages entire customer lifecycles autonomously, from initial engagement through retention and growth.

Unlike platforms that only surface insights and leave the action to you, Lucidya completes the loop with proprietary NLU capabilities developed entirely in-house and trained on millions of multilingual conversations, equipping marketing, support, CX, and research teams to deliver personalized experiences that drive measurable improvements in customer satisfaction, retention, and lifetime value.

Why this role matters

Customer service is evolving faster than ever. Customers expect instant, personalized support, while support teams are under constant pressure to resolve issues faster without sacrificing quality. AI is fundamentally changing how support organizations operate, and we're building the products that will define that future.

As ourPrincipal Product Manager, you'll own the strategy and direction of Lucidya'sCustomer Service Suite, including OmniServ, our ticketing and case management platform, mobile experience, and the AI-powered capabilities that enable support teams to work smarter.

This isn't a role where you'll simply manage a backlog. You'll define where the product goes, make difficult prioritization decisions, and shape experiences that thousands of users rely on every day. You'll spend time with customers, understand how they actually work, and turn those insights into products that solve meaningful problems.

We're looking for someone who enjoys solving complex challenges, questions assumptions, and is excited by building products where AI creates real customer value - not simply because it's the latest trend.

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 cus…