Staff Product Manager

Freshworks; Bengaluru; Hybrid; INR 4,000,000 - 8,000,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Freshworks is seeking a Staff Product Manager for its AI team to drive the AI Agent product line for employee experience, ITSM, and ITOM. You will collaborate with product, engineering, and GTM leadership to build a compelling value proposition and drive customer adoption through data-driven insight.

You will own long-term strategy, roadmap, and OKRs, translating complex processes into scalable product requirements while guiding scrum teams to deliver outcomes in a hybrid work setting.

Qualifications

• 10+ years in global cross-functional software teams in a software product company (SaaS preferred).
• 7+ years core product management for internet software products (ITSM/ITOM/HCM preferred).
• 3+ years managing AI/ML/NLP/Agentic AI products; data science background a plus.
• Knowledge of Agentic AI systems (AI Agents/Assistants/Copilots).
• Experience lifecycle management of AI/ML features from experimentation to production.

Responsibilities

• Define long-term strategy and vision leveraging customer research and new technologies.
• Drive value by proposing new product ideas and roadmap.
• Own business metrics and OKRs for the products.
• Translate complex processes into technical requirements and manage delivery.
• Prioritize problems/themes with Product Leadership to achieve outcomes.
• Define sprint outcomes and prioritize initiatives for scrum teams.
• Collaborate with UX/Development to validate design and tech implications.

Skills

Strategic product mgmt

AI / ML products

SaaS experience

Cross-functional collaboration

Roadmap & strategy

Customer adoption & analytics

Ownership & initiative

Bachelor's degree or higher

Education

Bachelor's degree in Business/CS

MBA preferred

Job description

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.

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.

Job Description

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 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

Qualifications

• 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. Past experience managing employee experience products such as ITSM, ITAM, 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 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.

Additional Information

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

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.

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.