Senior Product Manager - Monitoring & Research

Lucidya•Lebanon, PA

About The Position

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. 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.

Requirements

At least 5 years of product management experience, ideally within B2B SaaS environments.
Experience taking a problem from discovery through validation, delivery, measurement, and iteration.
Understanding that product management is ultimately about creating customer and business value, not managing backlogs.
Comfort working with large datasets, analytics platforms, AI-powered products, or technically complex systems.
Ability to transform complexity into experiences that feel intuitive and useful to customers.
Regularly speak with customers, investigate workflows, validate assumptions, and seek evidence before committing to a direction.
Natural curiosity about how people work and where products create friction in their lives.
Ability to balance analysis with action, make informed decisions under uncertainty, and adapt when new information becomes available.
Ability 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.
Measure success by customer adoption, customer value, and business impact rather than the number of features released.
Willingness to challenge existing thinking when there's a better way to solve a problem.

Nice To Haves

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

Responsibilities

Define the vision, strategy, and roadmap across three key product areas: Social Listening, Managed Channels Analytics, and Voice of Customer (VoC).
Ensure customers can confidently answer critical business questions about their customers, markets, competitors, and brand performance.
Understand how customers currently make decisions, where they struggle to find trustworthy insights, and what prevents them from taking action.
Build products that help customers move beyond reporting and toward clear recommendations, meaningful insights, and measurable business outcomes.
Challenge assumptions, validate problems, and ensure we're solving issues that matter before resources are committed.
Regularly engage customers, prospects, Customer Success teams, and internal stakeholders to uncover opportunities and validate product direction.
Help define what 'trustworthy AI' means in practice by working closely with AI, Data, Design, and Engineering teams to improve insight accuracy, sentiment quality, explainability, relevance, and customer trust.
Evaluate opportunities using customer feedback, product data, market insights, commercial priorities, and strategic impact to make difficult prioritization decisions.
Monitor customer behavior, adoption patterns, retention drivers, churn signals, and feedback loops to continuously improve the product and ensure it creates measurable value.
Collaborate across Engineering, Design, AI, Customer Success, Sales, Marketing, and Leadership teams to create alignment, provide clarity during ambiguity, and contribute to building a culture where teams are empowered to solve problems.