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Freshworks is seeking a Staff Product Manager to lead the AI Agent product line, focusing on customer experience use cases (customer service, sales, marketing) and employee experience markets (IT Service Management, HR Service Management, IT Operations Management). This is a strategic, high-impact role that will shape the long-term direction of Freshworks' AI offerings.
You will define product strategy and vision by conducting deep customer research and identifying emerging technologies. You'll drive the complete product lifecycle—from requirement definition and customer experience design through roadmap prioritization and sprint execution. You'll own business metrics and OKRs, translating complex processes into technical requirements while managing delivery and operations. Close collaboration with product leadership, engineering, and GTM teams is essential to building compelling value propositions and driving customer adoption and usage.
Key responsibilities include pitching new product ideas, defining outcomes for releases, working with developers and designers to meet market needs, and understanding design and technology implications in solution approaches. You'll leverage analytical tools and customer feedback to drive insight-driven initiatives.
This is a hybrid role requiring in-office presence Tuesday–Thursday.
REQUIREMENTS:
- 10+ years working in global, cross-functional software teams at software product companies (SaaS experience strongly preferred)
- 7+ years of core product management experience building features for internet software products
- 3+ years managing AI/ML/NLP/Agentic AI products (required); prior data science experience is a plus
- Demonstrated knowledge and hands-on experience with Agentic AI systems: AI Agents, AI Assistants, AI Copilots
- Experience managing AI/ML features and models through their complete lifecycle—from structured experimentation to production deployment to maintaining efficacy
- Proven ability to create and drive roadmap and strategy for AI-focused offerings, especially platforms like AI Agents and AI Assistants
- Strong ability to drive customer adoption and engagement using analytical tools and customer feedback
- 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)
