Company Description
About Freshworks
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.
Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations.
Fresh vision. Real impact. Come build it with us.
Job Description
As a Staff Product Manager for the MCP (Platform), you will serve as a highly experienced individual contributor recognized for your deep technical and domain expertise. In this role, you will tackle Freshworks' most complex, ambiguous, and technically challenging platform problems, driving broad organizational impact and shaping our overarching technical product direction.
Impact You Will Create
Drive Platform Vision: Identify and champion new technological capabilities and architectural shifts that provide a competitive advantage, unlocking new efficiencies and securing deep enterprise trust.
Deliver Transformative Capabilities: Define and deliver foundational platform capabilities and architectural improvements that scale the platform to meet future global demand.
Establish Thought Leadership: Serve as a recognized technical product thought leader within Freshworks, elevating the corporate standards for building secure, enterprise-grade software.
Future-Proof the Platform: Intersect platform capabilities with core business outcomes to actively shape and influence the long-term technical roadmap.
Elevate the PM Team: Upskill the broader Product Management organization through formal mentorship in technical domains, systems thinking, and strategic problem-solving.
Roles & Responsibilities
Principal Product Builder: Lead the definition and execution of product strategy for highly complex, strategic platform initiatives across enterprise security, Identity and Access Management (IAM), and the data platform.
Roadmap Ownership & Strategy: Own the end-to-end product roadmap for your domain, ensuring seamless alignment with long-term platform goals while actively influencing adjacent team roadmaps.
Complex Problem Solving: Deconstruct deeply ambiguous and technically challenging problems, collaborating with senior engineers, architects, and solution PMs to design novel architectural solutions.
Advisory & Representation: Act as the primary technical product advisor to engineering and product leadership, offering data-driven recommendations on critical platform decisions and representing the domain in strategic planning.
Formal Mentorship: Coach and mentor junior-to-lead Product Managers (PM, Sr. PM, Lead PM) on advanced technical product management and systems thinking frameworks.
Market & Customer Research: Conduct targeted research into external engineering trends and continuously engage directly with strategic customers or partners on deep technical topics.
Operational Excellence: Champion best-in-class platform development, quality, reliability, and security standards, while overseeing complex backlog management and sprint planning.
Qualifications
Skills
Product Strategy & Customer Insight
Strategic Visioning: High proficiency in long-term goal setting, RICE/MoSCoW prioritization, and building sophisticated business cases for new platform initiatives.
Customer Insight & JTBD: Expert command of qualitative/quantitative product analytics, user research methodologies, and executing direct "Jobs-to-be-Done" (JTBD) customer engagements.
Execution & Domain Acumen
Platform Lifecycle Execution: High proficiency in complex PRD ownership, technical feature specification, agile methodologies, and platform launch readiness.
Technical & Business Acumen: Advanced domain expertise in Enterprise Security, IAM architectures, and complex data platform structures alongside a deep understanding of SaaS business models.
Stack & Systems Fluency: Strong conceptual understanding of microservices architecture, Freshworks portfolio interdependencies, and foundational AI/ML applications.
Leadership & Communication
Stakeholder Management: Advanced capability to navigate cross-functional alignments, resolve conflicts, and influence senior engineering and product stakeholders without authority.
Executive Presentation: Intermediate-to-high capability in delivering structured technical roadmap definitions clearly to executive leadership.
Qualifications
Professional Timeline: 8–12+ years of progressive product management experience, with a heavy emphasis on platform infrastructure, core architecture, or deeply technical enterprise SaaS products.
Proven Track Record: Demonstrated history operating as a lead or principal builder, successfully delivering high-impact, technically complex products in the areas of enterprise trust, security, IAM, or data platforms.
Education Baseline: Bachelor's degree in Computer Science, Engineering, or a highly related technical field is essential.
Organizational Model: Proven ability to operate with extreme autonomy and strategic clarity, reporting directly to a Director or Senior Director of Product Management (Platform).
Additional Information
At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.
