Staff Product Manager

Skills this role screens for

About the role

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.

The work

Responsibilities

research, customer experience and new technologies to deliver features to our

• Define the long-term strategy and vision for the product, leveraging broad customer

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Customers

• Bring value addition by thinking big and continuously pitching new product ideas
• Drive requirement definition, customer experience design, product roadmap and

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Prioritization

• Define and own the business metrics and OKRs for our products
• Ability to translate complex processes into technical requirements while also

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managing delivery and operations

• Work with the Product Leadership to prioritize problems or themes to reach the

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Outcomes

• Define the outcome for sprints and releases and prioritizes the initiatives for the

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scrum teams

• Work with the developers and designers to build a product that meets the expected

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outcomes and market needs

• Work with both UX and Development to understand design or technology implications

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in solution ideas

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.

• 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.