Senior Product Manager

Senior Product Manager

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

Freddy AI powers the next generation of CX automation and agent augmentation across Freshworks products — from intelligent AI Agents & chatbots, Copilots and AI Insights. We're building real-world AI products that blend the latest in LLMs, retrieval-augmented generation (RAG), and Agentic systems to create tangible business outcomes.

The Role

As a Senior Product Manager on the Freddy AI team, you will take on a founder-like role, responsible for the end-to-end success of our most critical AI products. You will own and scale our flagship offerings—Freddy AI Agents and Freddy Copilot—by defining their vision, driving the roadmap, and delivering impactful outcomes. Your mission will be to translate the power of modern AI into elegant, responsible, and user-friendly solutions that solve real-world customer experience (CX) problems.

This is a hands-on role for a product leader who can break down ambiguous problems, drive rapid innovation with cross-functional teams, and simplify complex AI capabilities into intuitive experiences.

Roles & Responsibilities

1. Product Ownership & Vision:

• Own the end-to-end product lifecycle for Freddy AI Agents and Freddy Copilot, from vision and strategy to roadmap planning and execution.
• Set ambitious goals, define success metrics, and operate with an owner's mindset to achieve significant business impact.

2. User-Centric Innovation:

• Develop a deep understanding of user needs and CX problems to identify opportunities where modern AI (LLMs, RAG, Agentic systems) can provide elegant solutions.
• Drive hands-on product innovation, collaborating closely with Engineering, Data Science, and Design to conceptualize and ship high-impact features quickly.
• Simplify complex AI capabilities into intuitive, user-friendly experiences without sacrificing technical depth or performance.

3. Execution & Iteration:

• Drive a rapid, iterative execution process, including running experiments, measuring success, and adapting based on data and user feedback.
• Prioritize initiatives using clear frameworks to solve ambiguous and complex problems effectively.

4. Cross-Functional Leadership:

• Act as the central hub for your products, ensuring alignment across Engineering, Design, Go-To-Market (GTM) teams, and senior leadership around a clear and compelling product strategy.

Qualifications

6-8 years of experience working in global or cross-functional software teams within a software product company. SaaS experience is preferred.

4+ years of core product management experience, with a proven track record of building and launching features for internet, software, or SaaS products.

2+ years of experience specifically managing AI, Machine Learning (ML), or NLP-driven products.

Direct experience managing the complete lifecycle of AI features and models—from conducting structured experimentation and deploying to production, to maintaining their efficacy over time.

Past experience as a Data Scientist is highly valuable.

Skills Inventory

Product Management & Strategy:

• Product Vision & Roadmap: Ability to define a compelling product vision and translate it into a prioritized, actionable roadmap.
• Problem Decomposition: Skill in breaking down ambiguous, complex problems into manageable parts.
• Prioritization Frameworks: Expertise in using clear frameworks to make difficult trade-offs and prioritize work.
• Data-Driven Decision-Making: A strong bias for using data to make decisions, validate hypotheses, and measure success.

AI/ML Expertise:

• AI Product Lifecycle: Deep understanding of the end-to-end process of building, deploying, and maintaining AI/ML models in production.
• Technical Acumen: Hands-on understanding of LLMs, prompt engineering, RAG, and Agentic systems, including their practical applications and trade-offs.
• Responsible AI: Knowledge of how to build and deploy AI solutions in a responsible and ethical manner.

Execution & Collaboration:

• Rapid Iteration: A bias for action and the ability to drive fast, iterative product development cycles.
• Cross-Functional Leadership: Exceptional communication and collaboration skills to effectively align Design, Engineering, GTM, and Leadership teams.
• User-Centricity: A deep obsession with the user and the ability to translate their needs into product requirements.

Bonus Points (Highly Desirable):

• Domain Experience: Prior experience in CX, AI Agents, Chatbots, Knowledge Management, or customer service automation domains.

Additional Information

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.