Senior Product Manager

Company Description

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There’s another option. Freshworks. With a fresh vision for how the world works.
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. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.

Job Description

About Freddy AI

Freddy AI powers the next generation of CX automation and agent augmentation across Freshworks products — from intelligent AI Agents & chatbots, Copilots and AI Insights. We’re building real-world AI products that blend the latest in LLMs, retrieval-augmented generation (RAG), and Agentic systems to create tangible business outcomes.

The Role

As a Senior Product Manager on the Freddy AI team, you will:

• Own and scale critical AI products — Freddy AI Agents and Freddy Copilot — driving vision, roadmap, and outcomes end-to-end.

• Deeply understand user needs and how modern AI (LLMs, RAG, Agentic systems) can solve real-world CX problems elegantly and responsibly.

• Drive hands-on product innovation, collaborating with Engineering, Data Science, and Design to ship high-impact features fast.

• Simplify complex AI capabilities into intuitive, user-friendly experiences without losing technical depth.

• Operate as a founder — setting goals, executing experiments, measuring success, and iterating to achieve business impact.

Qualifications

What We’re Looking For

• 6 - 8 years of working in global/cross-functional software teams in a software product company. SaaS experience is preferred as you’d settle right in. 

• 4+ years of core product management experience in building features for internet / software / SaaS products. 

• 2+ years experience of managing AI / ML / NLP products.  Past experience as a data scientist is highly valuable. 

• Has knowledge and experience of managing AI features and models through their complete life-cycle - from conducting structured experimentation to deploying in production to maintaining their efficacy in production.Ability to break down ambiguous problems, prioritize with clear frameworks, and drive rapid, iterative execution.

• Data-driven decision-making with a bias for action and customer obsession.

• Exceptional communication skills — able to align Design, Engineering, GTM, and Leadership around a clear product strategy.

Bonus Points

Experience with CX, AI Agents, Chatbots, Knowledge management, or customer service automation domains. Hands-on understanding of LLMs, prompt engineering, and practical tradeoffs in real-world AI applications.

Additional Information

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.