Overview

Senior Product Manager AI CX B2B SaaS (Hybrid) role at Serve First CX. Location: Milton Keynes office (3 days/week hybrid). Reports to CTO. Team footprint: UK, US, India and Philippines.Why Serve First

Serve First is a well-funded, high-growth startup (£4.5M seed raised) building AI-powered tools that turn unstructured customer feedback into real-time product insight. In 2025, we''re scaling our architecture, doubling our AI footprint, and building the kind of platform customers love using and talking about. We''re hiring our first full-time product leader. This is a foundational role with a clear path to CPO. You''ll own the roadmap, define how product gets done, and be the bridge between commercial input and technical delivery.What You''ll Do

Be the product team: You''ll own product from strategy to ticket. No layers. No middlemen.Shape the roadmap: Prioritize ruthlessly. Balance quick wins with durable platform bets.Work directly with customers: Join calls, dig into feedback, and translate it into real product decisionsnot just feature checklists.Turn chaos into clarity: Consolidate requests from sales, marketing, customer support, and engineering into clear, well-scoped work.Write dev-ready tickets: Define edge cases. Clarify expected outcomes. Think through constraints. Keep JIRA organized and current.Champion systems thinking: Build reusable capabilities-not one-off customer hacks.Collaborate with design and engineering: You''ll work daily with our UX lead and engineering team to design what''s feasible and valuable.Drive AI product strategy: Spot where LLMs and automation create user valueclassification, summarization, predictionand help shape how we productize them.Document and communicate new features: Write internal briefs and present features clearly so sales and marketing are equipped to sell and support them.Work cross-functionally: Be the connective tissue across the companyengineering, sales, support, design, and marketing.Must-Haves

7+ years of experience in B2B SaaS product managementProven ability to own products end-to-end, from zero to liveExperience working closely with customers, not just interpreting second-hand feedbackStrength in breaking down complex problems into clear specs and outcomesFluent with JIRA or equivalent tools to run a clean, trackable product pipelineFamiliarity with user journey design, edge case thinking, and scalable product decisionsExperience working with cross-functional teams across sales, marketing, and engineeringExcellent written and verbal communication especially in a partially async environmentBased in the UK and happy to work in-office in Milton Keynes a few days a weekNice-to-Haves

Exposure to LLM- or AI-powered productsExperience in CX, feedback, analytics, or workflow automation platformsLight technical knowledge (APIs, scripting, data tools, Figma, etc.)What We Offer

Competitive salaryHybrid team working from Milton Keynes (3 days/week)Standard UK pension20 days holiday + public holidaysGenerous equipment/kit budgetOpportunity to build the product function from the ground up and grow into CPOPersonal and Professional Development stipendSeniority level

Mid-Senior levelEmployment type

Full-timeJob function

Information TechnologyIndustries

IT Services and IT Consulting

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