Job Description

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

• Move Fast:We move in weekly sprints and ship new features in week(s) not months.
  

• 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 daysa 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 upand grow into CPO
  
  

• Personal and Professional Development stipend