Product & GTM Lead Full Time

This is a role focused on bringing end-to-end greenfield solutions to market, both creating revenue and defining the system. You will work across product, GTM, engineering, operations, and corporate XFN teams to sell, deliver and scale human capital specifically trained and enabled to partner with Agentic AI within the Customer Experience (CX) vertical. 

We seek someone who inherently understands the human-in-the-loop connection between Agentic AI and the specific type of human backstop required beyond the traditional human-to-human BPO escalation-centric model.

You will own the evolution and market adoption of a proprietary software and service offering. You will be a visionary: part technologist, part service designer, part ecosystem expert, and an aggressive market “hunter”. You will own early customer development, including running pilots and converting initial deals, without a formal structure. 

This role will feel uncomfortable if you prefer clearly defined scopes, established playbooks, or well-separated functions

About the Company

We are building the essential human layer to partner with Agentic AI for CX. As enterprises rapidly deploy AI agents to handle Tier-1 support, they face a critical challenge: AI handles the frontline interaction, but escalations, judgment, and accountability still require humans in the loop for real-time human-to-Agentic AI intervention, standard AI-to-Human customer escalation, and feedback loops that improve the underlying AI over time. This is not a traditional escalation model — the goal is to redesign how human intervention integrates with AI systems, not simply replace human-to-human workflows with AI-to-human handoffs.

You will be Responsible for

• Proving initial revenue and defining the repeatable GTM motion from first principles. Driving the full outward-facing sales and adoption cycle: land meetings, qualifying leads, navigating complex enterprise buying centers, and converting pilots into long-term contracts.
• Identifying, mapping, and aggressively pursuing mid-to-large enterprises that are utilizing AI agents for Tier-1 customer service.
• Meeting customers where they are. Conducting high-impact product demonstrations, hosting executive briefings, and representing the company at major industry tradeshows and tech conferences.
• Owning the full PLC / roadmap for proprietary software, taking responsibility for not just what gets built, but why, when, and when to stop, balancing scope, budget, and technical debt against revenue impact and operational reality.

Example day-to-day responsibilities:

• Identifying and implementing comprehensive intelligence tagging, batching, and analysis features that can be shared with customers to improve their model’s performance. You won’t only be influencing customer service; you will be impacting the customer’s R&D and AI training cycles.
• Designing features that do more than report CSAT. Building the product that delivers “un-fakeable” data insights, telling an AI company exactly why their bot failed and how to fix it. Turn human “escalations” into a data goldmine for machine learning.
• Serving as the internal and external expert on the App Frameworks and API capabilities of various CX/CRM systems, ensuring our integrations maintain a seamless UX for our staff and clients.
• Working closely with the CRO to align product development with revenue goals, and with our operations team to ensure the software actively designs and evolves the system that determines how, when, and why human intervention occurs within AI workflows (not just managing operations).
• Helping to determine the most effective go-to-market approach across direct enterprise engagement and strategic partnerships

Key Measures of Success:

• Successfully launching one major new RLHF, HITL, or Intelligence reporting feature per quarter that directly addresses a client churn risk or expansion opportunity.
• Time-to-conversion from initial outbound lead to signed pilot or full enterprise contract.
• Improving “Agent Handling Time” and maximizing idle-time utilization for our Tier 2 escalations through superior UI/UX design.
• Reducing the time it takes to deliver comprehensive “Intelligence Reports” to clients.

The Ideal Candidate

• 5+ Years of broad experience + a proven track record in outward-facing Product Management, Technical Product Marketing, Solutions Architecture, or Enterprise B2B Sales Engineering. Experience working directly with enterprise customers in ambiguous environments
• Based in the Bay Area / Silicon Valley with the ability and willingness to manage yourself remotely while regularly meeting customers face-to-face in their offices and at local events.
• Ability to understand technical systems and translate them into business value. You don’t need to be a data scientist, but you must deeply understand how LLMs, agentic workflows, HITL, RLHF, fine-tuning, and prompt engineering work.
• Deep familiarity with the App Frameworks and advanced reporting systems of platforms like Zendesk and Salesforce.
• Strong bias toward action and comfort operating without a defined playbook. You communicate fluently with enterprise CTOs. You are highly autonomous, comfortable with ambiguity, and ready to build “v1” of a process today while planning for “v10” tomorrow.
• Established networks or deep domain knowledge in high-value verticals such as Fintech, E-commerce, Healthtech, or Logistics/Supply Chain.
• Experience being an early outward-facing product/sales hires, comfortable building playbooks from scratch.

How to Apply

Please send a short introductory e-mail and your resume to recruiting@malasakit.ai. We can’t promise a reply to every inbound, but we do commit to having a human read everything sent to that e-mail address. Thank you for your understanding here!