Principal Product Manager (AI)

Company

hirify.global is an AI-native platform for customer experience (CX) intelligence that manages entire customer lifecycles autonomously.

What you will do

• Own the vision, strategy, and roadmap for the Customer Service Suite and OmniServ ticketing platform.
• Conduct deep user research with customer support teams and enterprise clients to identify core pain points.
• Collaborate with Engineering and Design to iterate and deliver high-value product improvements.
• Champion AI-powered experiences to enhance agent productivity and improve customer outcomes.
• Partner with Customer Success, Sales, and Marketing to drive feature adoption and measurable business impact.
• Utilize product analytics, SQL, and customer feedback to validate hypotheses and optimize product decisions.

Requirements

• 7-9 years of experience building B2B SaaS products with end-to-end ownership of a product suite.
• Fluent in both Arabic and English.
• Must be based in or able to work on-site in Riyadh, Saudi Arabia.
• Technical proficiency to challenge ideas and understand trade-offs with engineers and designers.
• Experience with product analytics (e.g., Mixpanel, Amplitude) and SQL for data exploration.
• Familiarity with customer support platforms like Zendesk, Freshdesk, or Salesforce Service Cloud.

Nice to have

• Previous background in Customer Support, Customer Success, or Contact Center operations.
• Experience building AI-powered workflows or automation products.
• Experience designing or building enterprise customer service software.

Culture & Benefits

• Work in an AI-native environment utilizing proprietary NLU and Generative AI capabilities.
• Collaborative culture where high-impact ideas are encouraged across all cross-functional levels.
• Fast-paced, iterative approach that values progress and learning over perfection.

Hiring process

• Introductory conversation with Talent Acquisition.
• Product Leadership interview focusing on product thinking and leadership style.
• Case study and presentation to demonstrate problem-solving and decision-making.
• Final conversation with executive leadership and offer discussion.