Director Product Management, AI for EX

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There’s another option. Freshworks. With a fresh vision for how the world works.

Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations.

Fresh vision. Real impact. Come build it with us.

Freshworks is looking for a highly motivated and experienced Director of Product Management for our AI team. This role will be pivotal in driving our AI Agent product line forward focusing on employee experience including IT Service Management, HR Service Management, and IT Operations Management. The role requires a good understanding of AI Agents and IT Service Management & IT Operations Management use cases.  This role will closely collaborate with product, engineering and GTM leadership to drive decisions and initiatives to build a compelling value proposition and drive adoption & usage with customers. 

Responsibilities:

• Define the long-term strategy and vision for the product, leveraging broad customer research, customer experience and new technologies to deliver features to our customers
• Bring value addition by thinking big and continuously pitching new product ideas
• Drive requirement definition, customer experience design, product roadmap and prioritization
• Define and own the business metrics and OKRs for our products
• Ability to translate complex processes into technical requirements while also managing delivery and operations
• Work with the Product Leadership to prioritize problems or themes to reach the outcomes
• Define the outcome for sprints and releases and prioritizes the initiatives for the scrum teams
• Work with the developers and designers to build a product that meets the expected outcomes and market needs
• Work with both UX and Development to understand design or technology implications in solution ideas
• 15+ years of working in global/cross-functional software teams in a software product company.  SaaS experience is preferred as you’d settle right in. 
• 10+ years of core product management experience in building features for internet software products. Past experience managing employee experience products such as ITSM, HCM, HRMS is desirable.
• 3+ years experience of managing AI / ML / NLP / Agentic AI products is a must.  Past experience as a data scientist is a plus. 
• Has knowledge and experience of working on Agentic AI powered systems such as AI Agents, AI Assistants, AI Copilots. 
• Has knowledge and experience of managing AI / ML features and models through their complete life-cycle - from conducting structured experimentation to deploying in production to maintaining their efficacy in production.
• Proven ability to create & drive roadmap and strategy for AI focused offerings - especially platforms and products such as AI Agents, AI Assistants. 
• Ability to drive customer adoption and engagement; leverage analytical tools and customer feedback for insight driven initiatives 
• Self-starter with a passion for independent, creative problem-solving, strong ownership, high commitment and a strong business judgment.
• Strong validated experience with leadership, business insight, problem-solving, critical thinking, and analytical abilities.
• Shown experience working in a complex, multiple BU environment, handling multiple stakeholders.
• Bachelor's degree in Business, Computer Science, or related field. MBA preferred.

Please note this is a hybrid role with onsite expectations of 3x/week (Tues - Thurs) from our San Mateo, CA headquarters. 

The annual base salary range for this position is $241,000 - $298,000. This role is also eligible for a target bonus. 

Compensation is based on a variety of factors, including but not limited to location, experience, job-related skills, and level. 

Freshworks offers multiple options for dental, medical, vision, disability, and life insurance. Equity + ESPP, flexible PTO, flexible spending, commuter benefits, and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits. 

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.