Principal Product Manager

As our Principal Product Manager, you'll own the strategy and direction of the company's Customer 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.

What You'll Do

• Own the vision, strategy, and roadmap for the company'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, favoring 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.

Requirements

• 7-9 years building B2B SaaS products and have owned a product or product suite end-to-end—not just individual features.
• Enjoy solving customer problems more than shipping features.
• Comfortable making difficult prioritization decisions and explaining the reasoning behind them.
• Enjoy spending time with customers; the best product decisions come from understanding real user behavior.
• Collaborate exceptionally well with engineers and designers.
• Naturally curious and have probably experimented with new technologies and tools.
• Value progress over perfection; know when to ship, learn, and iterate.
• Comfortable using data to support decisions but understand that numbers alone rarely tell the full story.
• Communicate clearly with technical and non-technical audiences alike.
• Fluent in both Arabic and English.

You'll likely have experience with

• Product management platforms such as Jira and Confluence.
• Collaboration tools including Miro and Figma.
• Product analytics platforms such as Mixpanel or Amplitude.
• SQL for exploring product data and validating hypotheses.
• Customer support platforms such as Zendesk, Freshdesk, or Intercom.
• Generative AI tools such as ChatGPT or GitHub Copilot.

Bonus points if you have:

• Previously worked in Customer Support, Customer Success, or Service Operations.
• Built AI-powered workflows or automation products.
• Experience designing or building enterprise customer service software.

What Success Looks Like (First 6 Months)
Within your first six months, you'll have built a deep understanding of the company'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.
• Shipped meaningful improvements to OmniServ or the mobile experience.
• Earned the trust of Engineering, Design, and cross-functional stakeholders by making thoughtful product decisions.
• Built strong relationships with customers and established a regular feedback loop.
• Defined and communicated a clear product roadmap.
• Identified opportunities to leverage AI and automation for genuine value.

What the hiring process will look like
Our hiring process includes:

• An introductory conversation with Talent Acquisition.
• A Product Leadership interview to explore your product thinking and leadership style.
• A case study to demonstrate your approach to solving complex product challenges.
• A presentation/panel interview to showcase your findings.
• A final conversation with executive leadership / Offer discussion.

Throughout the process, we want to understand how you think, make decisions, collaborate, and build products that customers genuinely love.