Director - Product Design

Director - Product Design

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. At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks' customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world. Fresh vision. Real impact. Come build it with us.

Job Description

Why does enterprise software have to be complex, clunky, and hard to use? At Freshservice, we're on a mission to uncomplicate enterprise software. We believe powerful tools don't have to come with a steep learning curve and that great design is the bridge between complexity and clarity. Freshservice is a modern, intuitive AI-powered ITSM platform from Freshworks, trusted by thousands of organizations globally. Recognized for ease of setup and simplicity at scale, we are doubling down on design as a strategic differentiator, especially as we deepen our footprint with large, sophisticated enterprises. If you're someone who craves the challenge of transforming complexity into elegant, user-centered solutions, and you believe enterprise users deserve the same quality of experience as consumers, this is the role for you.

About the Role

We are looking for an exceptional Director of Product Design to lead and scale a world-class design team focused on creating seamless, intuitive experiences across Freshservice. In this role, you will:

• Build, manage, and inspire a talented, diverse, and inclusive team of product designers and managers.
• Lead design strategy and execution across multiple surfaces web, mobile, and platform experiences.
• Translate complex IT and operations workflows into simple, contextual, and delightful user journeys.
• Partner deeply with Product, Engineering, UX Research, Content, and Data teams to deliver cohesive, high-impact solutions.
• Drive cross-functional alignment on product and design priorities, balancing long-term vision with short-term execution.
• Embed usability, accessibility, and design systems thinking into our product development lifecycle.
• Represent design at senior leadership levels, influencing roadmaps and business priorities.
• Nurture and grow design leaders, foster a strong design culture, and scale operational excellence.

Qualifications

• 14+ years of product design experience, ideally in B2B SaaS or enterprise software environments.
• 6+ years of proven success in building and leading high-performing design teams and managing managers.
• A strong portfolio demonstrating your ability to simplify complex systems and deliver elegant, scalable solutions.
• Experience driving product design strategy and collaborating effectively with cross-functional teams.
• Background in research-informed design and familiarity with analytics tools to drive design decisions.
• Strong visual, interaction, and systems design craft with a keen eye for detail and consistency.
• Excellent communication and storytelling skills, with experience aligning stakeholders across regions and functions.
• Deep empathy for users and a passion for solving real problems in meaningful ways.

Additional Information

Why Join Us

Design Vision

At Freshservice, we're redefining enterprise IT making it effortless, intuitive, and intelligent. Our North Star: Uncomplicate enterprise solutions by turning complexity into clarity and power into simplicity.

We design AI-powered experiences that are:

• Seamless to onboard
• Delightful to use

This is more than a design leadership role it's a chance to change how people experience enterprise software. Freshservice is scaling rapidly, and design is at the center of that transformation. We're looking for a leader who believes simplicity is a strategy, and who's ready to help redefine what enterprise software can feel like.

If you're tired of powerful but painful software and want to build products that just make sense, let's build the future together.

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.