Senior Product Manager - Monitoring & Research

About Lucidya Lucidya is an AI-native platform for customer experience (CX) intelligence that helps organizations understand, engage, and retain customers at scale. Unlike traditional platforms that stop at reporting and dashboards, Lucidya combines proprietary AI, deep language understanding, and autonomous workflows to help organizations move from insight to action. Our 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. As AI reshapes how businesses operate, we're building products that make customer understanding faster, more accurate, and more actionable than ever before. Why This Role Matters Most organizations today are overwhelmed with customer data. Conversations are happening across social media, surveys, reviews, support tickets, messaging channels, and countless other touchpoints. The challenge isn't collecting the data anymore. It's knowing what matters and what to do next. The Monitoring & Research domain sits at the center of that challenge. This is where customers come to understand public perception, identify emerging trends, monitor competitors, measure customer sentiment, and uncover the insights that drive business decisions. It is one of the most strategically important parts of Lucidya's platform and one of the biggest opportunities for innovation as AI transforms how research and customer intelligence are done. As Senior Product Manager, you'll be responsible for shaping how thousands of users discover, trust, and act on insights generated from millions of customer conversations. You'll be joining a team that values ownership over hierarchy, customer outcomes over feature output, and learning over certainty. We move quickly, challenge assumptions, and expect product leaders to bring strong opinions while remaining open to changing their minds when the evidence says otherwise. If you're excited by complex customer problems, AI-powered products, and the opportunity to define the future of customer intelligence in a region where world-class solutions are still emerging, this role will give you significant room to make an impact. What You'll Do Own the future of Monitoring & Research at Lucidya You'll define the vision, strategy, and roadmap across three key product areas: Social Listening Managed Channels Analytics Voice of Customer (VoC) Your responsibility isn't simply delivering features. It's ensuring customers can confidently answer critical business questions about their customers, markets, competitors, and brand performance. Turn customer signals into decisions You'll spend significant time understanding how customers currently make decisions, where they struggle to find trustworthy insights, and what prevents them from taking action. You'll use those learnings to build products that help customers move beyond reporting and toward clear recommendations, meaningful insights, and measurable business outcomes. Lead discovery before delivery You'll challenge assumptions, validate problems, and ensure we're solving issues that matter before resources are committed. You'll regularly engage customers, prospects, Customer Success teams, and internal stakeholders to uncover opportunities and validate product direction. Success in this role means building the right thing, not simply building things quickly. Raise the quality bar for AI-powered insights As AI becomes increasingly central to our platform, you'll help define what "trustworthy AI" means in practice. You'll work closely with AI, Data, Design, and Engineering teams to improve: Insight accuracy Sentiment quality Explainability Relevance Customer trust You'll constantly ask whether an insight is genuinely useful, not just technically impressive. Make difficult prioritization decisions Not every good idea belongs on the roadmap. You'll evaluate opportunities using customer feedback, product data, market insights, commercial priorities, and strategic impact. You'll make trade-offs transparently and help the organization understand why certain bets are worth making while others are not. Drive product adoption and business impact You'll closely monitor customer behavior, adoption patterns, retention drivers, churn signals, and feedback loops. You'll use those insights to continuously improve the product and ensure the work being delivered creates measurable value for both customers and the business. Be a leader beyond product You'll collaborate across Engineering, Design, AI, Customer Success, Sales, Marketing, and Leadership teams. You'll help create alignment, provide clarity during ambiguity, and contribute to building a culture where teams are empowered to solve problems rather than simply execute requirements. Requirements Who You Are You have strong product fundamentals You have at least 5 years of product management experience, ideally within B2B SaaS environments. You know how to take a problem from discovery through validation, delivery, measurement, and iteration. You understand that product management is ultimately about creating customer and business value, not managing backlogs. You simplify complexity You're comfortable working with large datasets, analytics platforms, AI-powered products, or technically complex systems. More importantly, you know how to transform complexity into experiences that feel intuitive and useful to customers. You stay close to customers You don't rely solely on internal opinions to make decisions. You regularly speak with customers, investigate workflows, validate assumptions, and seek evidence before committing to a direction. You're naturally curious about how people work and where products create friction in their lives. You are comfortable making decisions with incomplete information You won't always have perfect data. You can balance analysis with action, make informed decisions under uncertainty, and adapt when new information becomes available. You communicate with clarity You can explain technical concepts to non-technical audiences and customer problems to technical teams. You build alignment through clear thinking, structured communication, and transparency. You care about outcomes You measure success by customer adoption, customer value, and business impact rather than the number of features released. You're willing to challenge existing thinking when you believe there's a better way to solve a problem. Bonus Points If You Have Experience with social listening, media monitoring, Voice of Customer, customer intelligence, or research platforms Experience building AI-powered, analytics-heavy, or data-intensive products Familiarity with sentiment analysis, NLP, LLMs, recommendation systems, or automated research workflows Experience working with Arabic-language products, dialects, or regional customer behaviors Knowledge of MENA markets, particularly Saudi Arabia and the GCC Experience with platforms such as Brandwatch, Sprinklr, Meltwater, Talkwalker, Qualtrics, Medallia, or Brand24 What Success Looks Like Within your first 12 months: 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 Lucidya is an equal opportunity employer. We believe great teams are built through diverse experiences, perspectives, and backgrounds. If you're excited about the opportunity but don't meet every requirement, we encourage you to apply anyway.