Staff Product Manager

About Freshworks

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 Staff Product Manager for our AI team. This role will be pivotal in driving our AI Agent product line forward focusing on customer experience (including customer service, sales, marketing use cases) and/or employee experience markets (including IT Service Management, HR Service Management, and IT Operations Management use cases). The role requires a good understanding of AI Agents and AI Assistants 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

• 10+ years of working in global/cross-functional software teams in a software product company. SaaS experience is preferred as you’d settle right in.

• 7+ years of core product management experience in building features for internet software products.

• 3+ years experience of managing AI / ML / NLP / Agentic AI products is a must. Past experience as a data scientist is a big 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.

• Bachelor's degree in Business, Computer Science, or related field. MBA preferred.

Please note this is a hybrid role that requires an in-office presence 3 days / week (Tue-Thu).