Azilen Technologies
Website:
azilen.com
Job details:
Job Purpose:
We have built the first working version of Azeon — an Agentic AI Customer Support Platform. The technology works. Now we need a product leader who can turn this PoC into areal product that enterprises pay for, deploy, and renew.
This is not a "manage the backlog" job. This is a founding product leadership role — partnering directly with the Founder/CEO and CTO to find first customers, define what Azeon should become, and build the foundation of a global enterprise AI product out of India.
If you have spent your career waiting for a chance to shape a product from zero — its vision, packaging, journey, AI behavior, and market —this is that chance.
About Azeon
Azeon is an Agentic AI Customer Support Platform. It is designed to transform enterprise customer support from a reactive, headcount-driven function into an intelligent, autonomous, outcome-driven experience. The platform understands customer intent, retrieves the right context, takes governed actions across enterprise systems, and escalates to humans only when needed — across voice, chat, email, tickets, and messaging.
Where we are today: First-level PoC is ready. The core agentic capability is working. We are now in customer-validation mode — actively pursuing design partners in BFSI, NBFC, and adjacent support-heavy enterprises.
Where we are going: Repeatable enterprise deployments, a configurable platform that doesn't require custom code per customer, and a defensible product position in the Agentic AI category.
The next 12 months will define what Azeon becomes. The Head of Product will own that definition.
The Role
You will take complete ownership of:
- What Azeon becomes as a product over the next 12–24 months
- Who we sell to first, what we promise them, and what we explicitly do not
- How a customer experiences Azeon — from first demo to deployed agent to ongoing operations
- How we package, configure, and price what we have built
- The product narrative used in demos, decks, and customer conversations
- The line between "product" and "project" — and the discipline of staying on the product side
You will work shoulder-to-shoulder with the Founder/CEO, CTO, AI Architect, engineering team, and the first customers we sign. You will be in customer calls, in demos, in design reviews, and in the room where every meaningful product decision is made. This is a hands-on role. You will write specs, draft demo flows, sketch admin UX, sit on discovery calls, and define what "good" looks like for the AI.
Core Responsibilities
Product Vision, Strategy & Roadmap
- Own the product vision, strategy, and roadmap for Azeon.
- Translate Azeon's business goals into a clear, sequenced product plan.
- Decide what we build, what we configure, what we integrate, and — most importantly — what we deliberately do not.
- Maintain a clear, current, opinionated roadmap that engineering, sales, and leadership all align on.
Customer Discovery & First-Customer Conversion
- Be in the room (or on the call) with every meaningful prospect.
- Run structured discovery with BFSI, NBFC, fintech, and other support-heavy enterprises to understand workflows, SLAs, compliance constraints, and automation appetite.
- Convert PoC interest into paying design partners — co-own this outcome with the Founder/CEO.
- Build and operate a lightweight design partner program: clear inputs, clear deliverables, fast feedback loops.
- Capture, synthesize, and convert every prospect conversation into product insight.
Product-Market Fit & Positioning
- Define and continually refine Azeon's Ideal Customer Profile (ICP), use-case priority, and positioning.
- Identify the 1–2 wedge use cases where Azeon undeniably wins, and orient the product around them first.
- Track and document signals of PMF—qualitative and quantitative — and adjust direction based on evidence, not opinion.
- Distinguish between "customer loves us" vs. "customer will pay and renew" — and design for the latter.
PoC-to-Product Conversion
- Take the current PoC and harden it into a repeatable, configurable, deployable product.
- Identify what in the PoC is reusable, what is single-customer scaffolding, and what must be rebuilt for scale.
- Define the abstraction layers, configuration model, and extension points that turn one-off implementations into product modules.
- Reduce custom code per customer over time. This is a measurable, hard target.
Product Packaging, Pricing & Boundaries
- Define v1 packaging — what modules exist, what is included in which tier, what is an add-on.
- Develop initial pricing hypothesis based on prospect signal, willingness-to-pay conversations, and competitive benchmarks.
- Establish and defend product boundaries: what Azeon does, what Azeon does not do, and what we ask customers to handle outside the platform.
- Build the discipline of saying no to one-off customization requests that do not generalize.
AI Product Experience & Quality
- Partner with the AI Architect to define how the agent should think, respond, escalate, ask clarifying questions, and handle uncertainty.
- Define AI quality metrics: containment rate, resolution accuracy, escalation accuracy, hallucination rate, fallback rate, task completion rate, CSAT.
- Build a structured evaluation framework so AI quality is measurable, comparable, and improvable— not a matter of opinion.
- Design for trust: enterprises must be able to monitor, control, and improve agent behavior.
Demo, Sales & Go-to-Market Enablement
- Own the product narrative used in demos and prospect conversations.
- Build and continuously refine the demo flow — at pre-customer stage, demos are the product.
- Support sales and presales in solution discussions, RFPs, and proof-of-value conversations.
- Translate product capability into business outcomes a CXO actually cares about.
Who We Are Looking For:
Experience:
- 10–15 years overall in product management, product leadership, or enterprise software product development.
- At least one zero-to-one product experience — you have taken a product from PoC or early stage to first paying customers, and ideally beyond.
- 4+ years in B2B SaaS or enterprise software, ideally in customer support platforms, contact center solutions, workflow automation, AI products, fintech, or BFSI technology.
- Strong exposure to AI, GenAI, conversational AI, agentic AI, or workflow intelligence — not as a buzzword, but as something you have actually built or shipped against.
- Experience working closely with engineering, design, sales, presales, and customer-facing teams.
Mindset & Working Style
- Comfortable being the only PM in the room and not waiting for org structure to do the job.
- Hypothesis-driven — you form sharp opinions, test them in the market, and update them on evidence.
- Genuinely customer-curious — you would rather spend an afternoon on a customer call than a week polishing a slide.
- Disciplined about scope, focus, and saying no — especially to revenue-coloured requests that would derail the product.
- Strategic when zooming out, hands-on when zooming in. Both, on the same day, without complaint.
- Direct, structured, and clear in communication. Comfortable challenging engineering, sales, or the founder when needed.
Must-Have Skills
- Product thinking and product judgment
- Enterprise workflow understanding
- Customer discovery and synthesis
- Roadmap planning and prioritization
- Requirement articulation and product documentation
- Data-driven decision-making
- Comfort with ambiguity and pre-PMF chaos
- Discipline to say no to non-scalable work
Good-to-Have
- Hands-on understanding of LLMs, RAG, AI agents, prompt workflows, and AI evaluation.
- Familiarity with customer support KPIs: AHT, FCR, CSAT, NPS, deflection, escalation rate, resolution time, cost per ticket.
- Exposure to Zendesk, Freshdesk, Salesforce, HubSpot, Intercom, Genesys, Five9,Twilio,WhatsApp Business API, or similar.
- BFSI/NBFC workflow understanding — loan servicing, collections, KYC/verification, payment reminders, dispute handling, complaint management.
- Familiarity with enterprise security, compliance, and audit expectations.
We are looking for someone who is:
- Strategic, but hands-on.
- Customer-focused, but commercially practical.
- Product-minded, but technically comfortable.
- AI-curious, but not blindly AI-driven.
- Structured, but comfortable with startup ambiguity.
- Strong enough to challenge engineering, sales, and leadership when needed.
- Clear in communication and disciplined in prioritization.
- Passionate about building a serious enterprise AI product from India for global markets.
Location: Ahmedabad
Click on Apply to know more.