Director Product Management, AI for EX

Freshworks
San Mateo
Workplace: HybridFull timeUSD 241,000 - 298,000 annuallyFunction: Data Science & Machine LearningExperience: 15+ yearsEducation: bachelorsSkills: ["Leadership","Business insight","Ownership","Problem-solving","Analytical thinking"]

Own the long-term product strategy and roadmap for an AI Agent product line focused on employee experience across IT Service Management, HR Service Management, and IT Operations Management. Partner with product, engineering, and GTM leadership to define customer experiences, requirements, OKRs, and sprint/release outcomes. Lead adoption and engagement using customer research and analytics, translating complex workflows into technical product requirements for scrum teams.

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Freshworks
Freshworks
1 month ago

Director Product Management, AI for EX

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Own the long-term product strategy and roadmap for an AI Agent product line focused on employee experience across IT Service Management, HR Service Management, and IT Operations Management. Partner with product, engineering, and GTM leadership to define customer experiences, requirements, OKRs, and sprint/release outcomes. Lead adoption and engagement using customer research and analytics, translating complex workflows into technical product requirements for scrum teams.
Location: San Mateo
Workplace: Hybrid
Employment Type: Full time
Job Function: Data Science & Machine Learning
Seniority: Director level

Key Responsibilities

  • •Define the long-term strategy and vision for the AI Agent product line using customer research and new technologies.
  • •Drive requirement definition, customer experience design, product roadmap, and prioritization.
  • •Define and own business metrics and OKRs for the products; translate complex processes into technical requirements.
  • •Collaborate with product leadership to prioritize themes/problems and set outcomes for sprints and releases for scrum teams.
  • •Partner with developers and designers (plus UX and Development) to build solutions that meet expected outcomes and market needs.

Pay and Benefits

Salary: USD 241,000 - 298,000 annually
Equity and Bonus:Equity
Perks:DentalMedicalVisionDisability InsuranceLife InsuranceEquityEsppPaid LeaveFlexible SpendingCommuter BenefitsWellness StipendAdoption LeaveParental Leave

Key Requirements

  • •15+ years working in global, cross-functional software teams at a software product company, with SaaS experience preferred.
  • •10+ years of core product management experience delivering features for internet software products, including employee experience products like ITSM, HCM, or HRMS.
  • •3+ years managing AI/ML/NLP/Agentic AI products; past data scientist experience is a plus.
  • •Knowledge managing agentic AI systems (AI Agents, AI Assistants, AI Copilots) and leading AI/ML models through experimentation, production deployment, and ongoing efficacy.
  • •Bachelor’s degree in Business, Computer Science, or a related field (MBA preferred).
Experience:15+ yearsSaaSEmployee experienceIT Service ManagementHR Service ManagementIT Operations ManagementAI/MLNLPAgentic AIAI AgentsAI Assistants
Education:Bachelor's in Business, Computer Science, or related field
Skills:LeadershipBusiness insightOwnershipProblem-solvingAnalytical thinking
Languages:English
Tech Stack:AIAI AgentsAI AssistantsAI CopilotsAgentic AIMLMachine learningNLPAgentic AI powered systems

Company Brief

Freshworks
Provides cloud-based customer engagement, CRM and ITSM software (Freshdesk, Freshservice, Freshsales) that helps businesses manage customer and employee experiences through SaaS products and AI-driven tools.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 500M to 1B
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Mateo, United States
Founded: 2010
Glassdoor
Glassdoor: 3.5
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