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Salary: USD 210,000 - 265,000 / annual
Freshworks is seeking a Director of Digital Experience to lead the strategy, design, and delivery of the company website as a core product. You will own the web experience roadmap, manage a team of designers and program managers, and partner closely with engineering and marketing to drive customer discovery, evaluation, and engagement.
In this role, you will act as both strategic leader and hands-on program manager. You'll set web priorities by analyzing customer needs and performance data, balancing feature launches, content publishing, and continuous optimization. You'll run Scrum ceremonies (sprint planning, standups, reviews, retrospectives) with design and engineering teams, ensuring clear commitments, visible progress, and rapid issue resolution.
Key responsibilities include:
**Web Strategy & Roadmap**: Define the web experience roadmap using customer insights and analytics. Review designs for usability, brand alignment, accessibility, and conversion potential. Align web priorities with cross-functional stakeholders (Web Revenue, Product Marketing, Demand Generation, Marketing Operations).
**Program Delivery**: Own request intake, confirming problem statements, required assets, acceptance criteria, and approvers before work enters sprints. Track work through design, content development, QA, and launch. Flag dependencies and capacity issues early, explaining trade-offs to decision-makers.
**Team Leadership**: Manage designers and program managers with regular coaching, performance feedback, and realistic workload planning. Stay involved in major projects to help resolve cross-functional blockers.
**Web Operations**: Run CMS and publishing operations, documenting content models, templates, and approval workflows. Coordinate user acceptance testing (UAT), decide which issues block launch, and verify critical journeys post-launch. Partner with analytics to run conversion experiments and measure results. Explore AI-assisted workflows for planning and delivery while maintaining human oversight and data safeguards.
**Requirements**:
- Proven experience owning a company website or leading web programs in enterprise B2B SaaS, spanning design, engineering, and marketing
- Experience managing designers and program managers, including coaching, performance feedback, and workload planning
- Ability to translate unclear requests into actionable plans and identify dependencies early
- Experience building and improving workflows in Airtable or comparable work-management platforms (Airtable preferred)
- Demonstrated experience running Scrum or similar agile processes with designers and engineers; ability to adapt processes when needed
- Strong design judgment and ability to provide constructive feedback; experience using customer data and test results to evaluate web changes
- Hands-on experience with CMS content models, publishing workflows, and web UAT; ability to troubleshoot production issues and understand web integrations, accessibility, and performance
- Clear communication with technical teams and senior stakeholders, especially when discussing scope, timing, or resource changes
