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Freshworks is seeking a Staff Product Manager to lead the AI Agent product line within the AI team. This role focuses on employee experience solutions spanning IT Service Management, HR Service Management, and IT Operations Management. You will drive the long-term strategy and vision for AI Agent products, working closely with product, engineering, and go-to-market leadership to build compelling value propositions and drive customer adoption and usage.
Key responsibilities include:
- Define long-term product strategy and vision leveraging customer research, user experience insights, and emerging technologies
- Conduct customer research and pitch new product ideas to drive continuous innovation
- Own requirement definition, customer experience design, product roadmap, and prioritization
- Define and manage business metrics and OKRs for the product line
- Translate complex processes into technical requirements while managing delivery and operations
- Collaborate with product leadership to prioritize problems and themes aligned with business outcomes
- Define sprint and release outcomes, prioritizing initiatives for scrum teams
- Partner with developers and designers to ensure products meet expected outcomes and market needs
- Work with UX and development teams to understand design and technology implications in solution design
This is a hybrid role requiring in-office presence three days per week (Tuesday–Thursday).
Qualifications:
- 10+ years working in global, cross-functional software teams at software product companies; SaaS experience preferred
- 7+ years of core product management experience building features for internet software products; past experience with employee experience products (ITSM, ITAM, HCM, HRMS) is desirable
- 3+ years managing AI/ML/NLP/Agentic AI products (required); prior data science background is a plus
- Demonstrated knowledge and experience with Agentic AI systems such as AI Agents, AI Assistants, and AI Copilots
- Experience managing AI/ML features and models through their complete lifecycle—from structured experimentation through production deployment to maintaining efficacy in production
- Proven ability to create and drive roadmap and strategy for AI-focused offerings, particularly platforms and products like AI Agents and AI Assistants
- Ability to drive customer adoption and engagement using analytical tools and customer feedback for insight-driven initiatives
- Self-starter with passion for independent, creative problem-solving, strong ownership, high commitment, and sound business judgment
- Bachelor's degree in Business, Computer Science, or related field; MBA preferred
