Director Product Management, AI for EX

Freshworks•San Mateo, CA

8d•$241,000 - $298,000•Hybrid

About The Position

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.

Requirements

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.

Nice To Haves

SaaS experience is preferred
Past experience managing employee experience products such as ITSM, HCM, HRMS is desirable.
Past experience as a data scientist is a plus.
MBA preferred.

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