Senior Product Manager AI & Automation

MakeO | Mumbai | Full-time

Work arrangement: Office/Hybrid with regular office presence in Ghatkopar West 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 featuresyou 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 MVP production 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.
- Solid 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 experiment production.
- Is comfortable with ambiguity and taking ownership.

📌 Senior Product Manager (Mumbai)
🏢 MakeO
📍 Mumbai