Senior Product Manager, AI-Powered CX Platforms

Fourth; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

25 days holiday

Hybrid working

Laptop provided

Health insurance

Annual meetups

Pension & life insurance

Cycle to work

On-demand pay

Job summary

Fourth Ltd in London is seeking an experienced internal-facing Platform Product Manager to own the roadmap for the customer experience applications estate. You will influence the how and when through evidence, relationships and a clear strategy, without line-managing engineers.

The role focuses on AI-driven automation, adoption metrics, and end-to-end journeys from support to success. You will collaborate with AI Enablement, Support Enablement and CSP/LMS teams, shaping a connected platform

Qualifications

• Experience in product management for customer support or contact-centre platforms (Zendesk, CCaaS or equivalent).
• SaaS product experience across B2B and B2C.
• Experience deploying AI or automation in a support context.

Responsibilities

• Own and maintain a prioritised, outcome-based roadmap across the customer experience applications estate.
• Run structured discovery with stakeholders to convert pain into platform solutions.
• Drive AI and automation across the estate, coordinating with AI Enablement.

Skills

Product management

Stakeholder management

AI & automation

SaaS

Tools

Zendesk

Forethought

Zoom CCaaS

LMS integration

Job description

Fourth Ltd in London is seeking an experienced internal-facing Platform Product Manager to own the roadmap for the customer experience applications estate. You will influence the how and when through evidence, relationships and a clear strategy, without line-managing engineers.

The role focuses on AI-driven automation, adoption metrics, and end-to-end journeys from support to success. You will collaborate with AI Enablement, Support Enablement and CSP/LMS teams, shaping a connected platform