Senior Product Manager

About the Role

Organizations frequently face overwhelming challenges with complex software solutions that aim to simplify processes but often result in hindrances. These systems can either enhance or impede a business's growth and customer satisfaction. Freshworks offers an alternative approach with a vision to improve how work operates globally.

Freshworks develops straightforward service software designed to enhance both employee and customer experiences. The company's AI-driven, user-centric approach reduces operational complexity and costs while delivering swift, personalized support through enterprise-grade yet accessible customer experience (CX) and IT solutions. Renowned brands such as Bridgestone, New Balance, Nucor, S&P Global, and Sony Music rely on Freshworks to manage their Employee Experience (EX) and Customer Experience (CX) needs.

Responsibilities

As a Senior Product Manager, you will:

• Take full ownership of building and enhancing product modules with a focus on sustained differentiation and business growth.
• Develop deep domain knowledge and monitor market trends relevant to your area.
• Plan, develop, release, and analyze the success of end-to-end product modules.
• Act as a customer advocate by empathizing with end users to understand their challenges and relay these insights to engineering teams to address customer needs continuously.
• Create user-centric, elegant solutions balancing functionality and timely product releases by iterating on features frequently.
• Collaborate effectively across departments including Product Development, Engineering, Marketing, Sales, and Leadership to realize your product vision.
• Break down complex problems into manageable phases, ensuring incremental progress while maintaining alignment with the overarching goals.
• Communicate and promote the product vision passionately to drive maximum customer value with optimal effort.

Qualifications

• More than 8 years of experience working with global and cross-functional software teams within a software product company; prior SaaS experience is highly preferred.
• Background in developing Customer Experience (CX) products is advantageous.
• Strong empathy and listening skills to understand customers and stakeholders alike.
• Capability to design intuitive and straightforward AI-powered solutions, scaling concepts effectively.
• Proficiency in simplifying complex problems and customer needs for diverse audiences.
• Proven ability to make data-driven decisions in dynamic environments while maintaining long-term vision.
• Experience with structured experimentation processes, including measuring and iterating to meet product objectives.

Additional Information

Freshworks is dedicated to cultivating an environment that fosters each employee’s potential, passion, and purpose. The company welcomes individuals from all backgrounds, genders, sexual orientations, religions, and ethnicities, committed to equal opportunity and diversity. This inclusive culture enriches the workplace, empowering employees, communities, and business achievements. Join Freshworks to make a meaningful impact with a fresh perspective.