Senior Director, AI Platform

Freshworks•San Mateo, CA

6d•$290,000 - $360,000•Hybrid

About The Position

Freshworks is hiring a Senior Director of AI Platform Product Management to own the end-to-end strategy, roadmap, and execution of its AI agent platform. The platform includes agent creation and authoring experiences, agentic infrastructure and runtime engines, and shared digital workers across Freshworks’ product ecosystem. The role is based in San Mateo in a hybrid capacity and leads a team of product managers, partnering closely with Engineering, Forward-Deployed teams, customer-facing teams, and executive leadership to scale enterprise-grade autonomous agents across global product lines. The position covers the core agent framework and authoring interfaces; reusable skills and workflow libraries; runtime routing; proactive capabilities; interoperability standards and enterprise safeguards; agent evaluation and lifecycle infrastructure; and context and knowledge systems. The Senior Director also drives shared digital workers from concept through scaled customer adoption, translates enterprise requirements into platform capabilities, and serves as a senior product authority on AI for executives and customers.

Requirements

15–20 years of progressive product management experience, including significant leadership experience defining platform architectures, developer platforms, or AI/ML systems at scale.
Proven ability to set product vision and strategy and translate complex AI advances into functional charters, roadmaps, and measurable business outcomes.
Demonstrated success coaching, mentoring, and developing product managers and fostering cross-functional alignment.
Experience establishing disciplined operating rhythms, robust evaluation metrics, and accountability for platform reliability and delivery.
Strong customer focus and ability to identify enterprise friction points and convert user feedback into platform-level solutions.
Deep technical understanding of modern AI ecosystems, including LLMs, multi-agent orchestration, retrieval-augmented generation (RAG), model routing, inference economics, and agent safety protocols.

Nice To Haves

Experience building and scaling developer-facing platforms, workflow automation engines, or multi-tenant B2B SaaS platform architectures.
Active involvement in open-source AI initiatives, agent protocols such as MCP, or emerging agentic standard-setting bodies.

Responsibilities

Define and execute the AI agent platform strategy and roadmap, including agent studios, natural-language builders, agentic workflows, and shared runtime infrastructure.
Set product vision for the agent framework, including authoring interfaces, reusable skills and workflow libraries, runtime routing engines, and proactive capabilities.
Establish standards and protocols for agent interoperability, cross-platform integrations, agent identity, safety guardrails, and enterprise security policies.
Build agent quality and lifecycle infrastructure, including evaluation frameworks, continuous testing, performance telemetry, custom model training, dynamic routing, and token and inference cost optimization.
Oversee strategies for knowledge curation, real-time context retrieval, memory systems, state management, and context-window optimization.
Drive shared digital workers from concept through scaled customer adoption, including workplace concierge orchestration, email-based agents, and domain-specific HR/IT agents.
Lead, mentor, and grow a product management team; establish quarterly OKRs, align roadmap priorities with executive leadership, and foster an outcome-oriented product culture.
Partner with engineering, forward-deployed engineering, and customer-facing teams to turn enterprise requirements into scalable platform capabilities.
Serve as the senior product authority on AI for executives and customers.