Staff Product Manager
Freshworks
Bengaluru, , IndiaPosted 3 months ago
Skill Required
Product ManagerEngineeringanalyticalObservabilitybuildingwrittendesignDesign PatternsAIFulltime
Key highlights
- 8+ years of product management and software/IT engineering experience
- 5+ years in SaaS industry
- 3+ years in ITOM (observability, incident management, or AIOps)
- Bachelor's degree in computer science, engineering, or related field (or equivalent experience)
- Commitment to diversity and equal opportunity
Role overview
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. Over 72,000 companies trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. As a Staff Product Manager on the IT Operations Management (ITOM) product team, you will serve as a highly experienced individual contributor and domain expert, driving market-defining product ideas from concept to reality. You will act as a cross-functional champion, defining a bold product vision while adapting it based on customer empathy, emerging technologies, and real-time feedback. This role is built for a dynamic product leader who pairs deep technical foundations with the agility to navigate rapidly shifting market landscapes.
Responsibilities
- Own the long-term product vision and strategy, seamlessly integrating customer research, user experiences, and emerging technology trends into an actionable roadmap.
- Maintain a highly flexible roadmap that can fluidly adapt to changing business priorities, market conditions, and technical discoveries without losing sight of overall goals.
- Demonstrate bold thought leadership by thinking big, introducing disruptive product paradigms, and challenging legacy practices.
- Lead the end-to-end product lifecycle, including comprehensive requirements definition, customer experience design, roadmap creation, and prioritization.
- Translate highly complex IT operations and technical workflows into exceptionally clear, uncomplicated technical requirements for engineering squads.
- Manage day-to-day delivery and operations, maintaining high execution standards in a fast-paced environment.
- Partner intimately with UX and Engineering teams to deeply understand and co-author the design and technology implications of proposed solutions.
- Act as the primary communication bridge across the organization, keeping internal teams (Design, Engineering, Marketing, Sales, Leadership) and external customer stakeholders completely aligned on timelines, launches, and value delivery.
- Influence stakeholders at all levels of the business, building consensus around product direction through transparent, data-driven narratives.
- Partner directly with global enterprise customers to prioritize problems, map out critical themes, and drive toward high-value outcomes.
- Cultivate deep stakeholder empathy to translate customer friction points into intuitive, user-friendly features.
- Pioneer bold innovation by driving market-defining product ideas from concept to reality, leveraging thought leadership to keep the ITOM platform at the cutting edge of the industry.
- Orchestrate cross-functional success by building highly aligned, collaborative ecosystems where engineering, UX, sales, and marketing move in lockstep to hit ambitious financial and customer satisfaction goals.
- Deliver global scale and value by continuously monitoring customer landscapes to deploy intuitive, high-impact features that delight users worldwide and solve critical operational bottlenecks.
- Demystify complex architectures by transforming intricate backend infrastructure processes into clean, scalable technical requirements, significantly accelerating engineering velocity and minimizing delivery risk.
Requirements
- Bachelor's degree in computer science, engineering, or a related technical discipline, or equivalent practical experience coupled with a track record of continuous upskilling.
- 8+ years of product management and software/IT engineering experience, showing progressive growth in handling cross-functional complexity.
- 5+ years of dedicated experience operating within the fast-scaling, iterative lifecycles of the SaaS (software-as-a-service) industry.
- 3+ years managing products explicitly tailored for development or IT teams, with deep exposure to observability, incident management, or AIOps platforms.
- A documented track record of successfully shipping technology solutions within rapid, evolving software environments while making daily data-driven decisions that balance short-term progress with long-term vision.
- Proven ability to rapidly learn, deconstruct, and master evolving technical domains, tools, and infrastructure frameworks.
- Comfort pivoting strategies and roadmaps mid-cycle in response to new data, engineering constraints, or shifting market demands.
- Excellent analytical skills to break down ambiguous, highly technical problems into structured, iterative phases.
- Exceptional verbal and written communication skills, with a native ability to translate complex technical jargon into simple business value, and vice versa.
- The capability to guide, inspire, and influence diverse, global cross-functional software teams without direct authority.
- High empathy and a strong listening ability to accurately capture the underlying needs of both customers and internal stakeholders.
- A rock-solid grasp of both the technical and non-technical layers of product development, from data hygiene to go-to-market strategies.
- Comprehensive understanding of the workflows and tools used by modern development and IT teams, such as observability, incident management, or AIOps ecosystems.
Benefits
- An environment that enables everyone to find their true potential, purpose, and passion.
- A commitment to providing equal opportunity and fostering diversity in the workplace.
Additional details
- Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. Software is a choice that can make or break a business. Business software has become a blocker instead of ways to get work done.
- Freshworks offers a fresh vision for how the world works.
- Over 4,500 Freshworks employees make this possible, all around the world.
- Fresh vision. Real impact. Come build it with us.
- At Freshworks, we have fostered an environment that welcomes colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities.