ToothSi - Senior Product Manager

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 and reduce operational costs.

You will work across AI Calling and 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 and 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 and 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.