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 & 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 decisions--not 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 value--classification, summarization, prediction--and help shape how we productize them.


• Document & 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 company--engineering, sales, support, design, and marketing.

Must-Haves

• 7+ years of experience in B2B SaaS product management


• Proven ability to own products end-to-end, from zero to live


• Experience working closely with customers, not just interpreting second-hand feedback


• Strength in breaking down complex problems into clear specs and outcomes


• Fluent with JIRA or equivalent tools to run a clean, trackable product pipeline


• Familiarity with user journey design, edge case thinking, and scalable product decisions


• Experience working with cross-functional teams across sales, marketing, and engineering


• Excellent written and verbal communication especially in a partially async environment


• Based in the UK and happy to work in-office in Milton Keynes a few days a week

Nice-to-Haves

• Exposure to LLM- or AI-powered products


• Experience in CX, feedback, analytics, or workflow automation platforms


• Light technical knowledge (APIs, scripting, data tools, Figma, etc.)

What We Offer

• Competitive salary


• Hybrid team working from Milton Keynes (3 days/week)


• Standard UK pension


• 20 days holiday + public holidays


• Generous equipment/kit budget


• Opportunity to build the product function from the ground up and grow into CPO


• Personal and Professional Development stipend

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting