About the job

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