Senior Director - Product Management

Company Description

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM).

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

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Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship.

Job Description

As a Product Leader at Freshworks, you will directly lead a talented product management team and cross-functional teams to develop new product capabilities and experiences that will be used by teams world-wide to delight employees.

This includes gathering and prioritizing requirements for the product, defining the vision for the product, delivering value and impact to our customers and collaborating with other leaders from the product design, engineering, marketing, and sales teams to ensure that the company’s financial and customer satisfaction goals are met.

Key responsibilities

• Drive long-term strategy and vision for the product, leveraging broad customer research, customer experience and new technologies to deliver features to our customers.
• Innovate and demonstrate Thought Leadership by thinking big and driving new product ideas 
• Drive requirements definition, customer experience design, product roadmap and prioritization
• Define and own the business metrics and OKRs for the product including Product led growth, customer satisfaction and new business and expansion growth
• Ability to translate complex processes into technical requirements while also managing delivery and operations
• Work with the customers  to prioritize problems or themes to reach the outcomes
• Work with both UX and Development to understand design or technology implications in solution ideas
• Build, grow and mentor a world-class team of Product managers
• effectively communicate and execute the product roadmap that delivers against the vision and communicate product launches and timelines to key internal and customer stakeholders

Preferred qualifications

• 18+ years of product management and software / IT engineering industry experience 
• 6+ years of direct people management experience
• 5+ years of experience of working in SaaS (software as a service) or PaaS (platform as a service)
• Proven record of building, managing and sustaining product organizations for Internet-scale, enterprise-grade platform services.
• Experience communicating with technical and non-technical stakeholders at all levels across the business
• Bachelor's degree in computer science, engineering or a related discipline 
• Proven record of building, managing and sustaining product organizations 
• Having a Masters in Business Administration is an added advantage 
• Must have the ability to influence people at the business unit level
• Must have the ability to understand the technical and non-technical aspects of product development
• Experience developing technology solutions in a fast-paced environment
• Excellent problem-solving skills
• Excellent verbal and written communication skills

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.