Senior Product Manager - AI CX B2B SaaS (Hybrid)

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Join to apply for the Senior Product Manager – AI CX B2B SaaS (Hybrid) role at Serve First CX

Senior Product Manager AI CX B2B SaaS (Hybrid)

Senior Product Manager AI CX B2B SaaS (Hybrid)
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, were scaling our architecture, doubling our AI footprint, and building the kind of platform customers love using and talking about.
Were 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 whats 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

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Product Management and Marketing

• Industries

  Research Services

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