Toothsi - Senior Product Manager - AI

The Role: This is not a traditional Product Manager role. You will be responsible for identifying opportunities where AI, automation and better product workflows can fundamentally change how MakeO operates. Your objective will be: Improve customer experience + increase revenue + reduce manual effort + reduce operational costs. You will work across AI Calling & Sales, Customer Support, Clinical/Treatment Planning, Lab Operations and other business processes where AI can create significant leverage. You will be expected to go beyond building features - you will own the business outcomes. What You Will Do: 1. Build MakeO's AI Product Roadmap: - Identify and quantify high-impact opportunities for AI across the customer and operational journey. - Evaluate existing processes and identify what can be automated, augmented or completely redesigned. - Build and maintain an AI/automation product roadmap. - Prioritise initiatives based on business impact, customer impact, feasibility and ROI. - Work closely with leadership to identify and execute the highest-value AI opportunities. 2. AI Calling & Sales Automation: - Improve AI calling conversion and engagement. - Increase AI-led sales and reduce dependency on manual sales agents. - Improve lead qualification and prioritisation. - Improve AI-to-human handoffs. - Analyse call conversations and identify opportunities to improve the AI. - Continuously optimise conversion, cost per conversion and revenue per call. 3. AI Customer Support: - Automate repetitive customer queries and increase self-service resolution. - Reduce support workload while maintaining or improving customer experience. - Improve first-contact resolution, response time and resolution time. - Design appropriate AI-to-human escalation and handoff mechanisms. - Continuously improve AI using customer conversations and support data. 4. AI for Clinical Planning & Lab: - Automate repetitive planning activities and reduce manual intervention. - Reduce planning time, rework and errors. - Improve turnaround time and increase cases handled per employee. - Build AI-assisted decision-making and workflow tools where appropriate. 5. Process Automation: - A major part of the role will be to ask: "Why does a human need to do this?" - Map existing workflows and identify repetitive/manual activities. - Redesign processes using AI, LLMs, AI agents, workflow automation, rules engines, APIs/integrations, data and computer vision where relevant. - Focus on rethinking the process rather than simply automating the existing workflow. What We're Looking For: Must Have: - 5+ years of Product Management experience. - 2+ years of hands-on experience working with AI/ML/GenAI products. - Experience taking an AI product from idea to MVP to production to optimisation. - Strong analytical and data-driven approach. - Strong understanding of LLMs, Generative AI, AI agents, RAG, function calling, AI evaluation, voice AI/conversational AI and human-in-the-loop systems. - Strong product discovery, prioritisation and execution skills. - Strong communication and stakeholder-management skills. - Ability to work closely with engineering, data, design and business teams. - Strong commercial and ROI mindset. - Mumbai-based and comfortable working from the office regularly. What Will Make You Stand Out: - Built AI-first products rather than simply adding AI features to existing products. - Experience with voice AI/conversational AI. - Built customer-support or sales automation. - Automated large operational workflows. - Reduced manpower or operational costs through technology. - Experience with AI agents and multi-step workflows. - Experience with computer vision. - Healthcare/healthtech experience. - Experience working in a high-growth startup environment. - Experience working directly with business and operations teams. The Kind of Person We're Looking For: - Thinks like a product manager but operates like a builder. - Is obsessed with solving problems rather than building features. - Can go deep into an operational process and understand exactly where time and manpower are being spent. - Is comfortable talking to customers, sales agents, support teams, doctors, lab teams and engineers. - Can translate a business problem into an AI/product solution. - Is comfortable getting into the details of AI technology. - Makes decisions using data rather than opinions. - Understands that AI is only valuable when it creates measurable business impact. - Moves quickly from idea to experiment to production. - Is comfortable with ambiguity and taking ownership. Role Details: - Role: Product Manager - Industry Type: Medical Devices & Equipment - Department: Product Management - Employment Type: Full Time, Permanent - Role Category: Product Management - Technology