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.

Fresh vision. Real impact. Come build it with us.

Role Overview

As a Staff Product Manager (IC4) on the IT Service Management (ITSM) product team, you will serve as a principal individual contributor and domain expert driving the next era of enterprise service delivery. This role is designed for a strategic product leader who combines deep technical depth in enterprise IT workflows with the learning agility required to navigate rapidly shifting market dynamics. Sitting at the strategic nexus of Design, Engineering, Product Marketing, and Customer Success, you will act as a high-impact cross-functional leader. You will define and execute an ambitious product vision—continuously refining it based on customer empathy, AI-driven automation, and real-time operational feedback. If you possess a relentless drive to master complex domain ecosystems, inspire cross-functional teams without authority, and transform enterprise IT friction into modern, effortless user experiences, this role offers an expansive platform for your craft.

The Impact You Can Create

• Pioneer Bold Innovation: Drive market-defining ITSM features from concept to production, leveraging thought leadership to keep our enterprise platform at the bleeding edge of intelligent service management.

• Orchestrate Cross-Functional Success: Build aligned, high-velocity team ecosystems where Engineering, UX, Sales, and GTM teams execute in lockstep to achieve aggressive revenue, adoption, and customer retention targets.

• Deliver Global Scale & Value: Continuously analyze user telemetry and enterprise landscapes to deploy intuitive, low-friction capabilities that eliminate critical operational bottlenecks for global IT teams.

• Demystify Complex Architectures: Deconstruct intricate ITSM backend workflows, ITIL frameworks, and integration layers into clean, scalable technical requirements—accelerating developer velocity and minimizing execution risk.

Roles & Responsibilities (R&R)

1. Vision, Strategy & Strategy Adaptation

• Own the long-term product vision and multi-year strategy for our ITSM capabilities, seamlessly integrating market research, user behavioral data, and emerging technology trends into an actionable roadmap.

• Maintain an agile, high-conviction roadmap capable of fluidly adapting to shifting enterprise priorities, competitive shifts, and technical discoveries without losing strategic momentum.

• Demonstrate bold thought leadership by challenging legacy ITSM paradigms and introducing modern, self-service, and AI-first product paradigms.

2. Requirements Definition & Lifecycle Management

• Lead the end-to-end product lifecycle—from initial problem discovery and UX journey mapping to detailed PRDs, roadmap prioritization, and feature rollout.

• Translate complex IT operational workflows, service desk mechanics, and routing logic into exceptionally clear, developer-ready technical requirements.

• Maintain daily operational execution standards across engineering squads, driving high velocity in a fast-paced release environment.

3. Cross-Functional Collaboration & Stakeholder Alignment

• Partner intimately with UX Design and Engineering to co-author elegant, accessible solutions tailored for both IT administrators and end-users.

• Serve as the primary communications bridge across the business, keeping internal partners (Design, Engineering, Marketing, Sales, Leadership) and external stakeholders aligned on delivery timelines and strategic value.

• Drive alignment across executive and cross-functional leadership through transparent, data-backed product narratives and clear ROI justification.

4. Customer Advocacy & Co-Creation

• Partner directly with enterprise IT leaders, sysadmins, and end-users to prioritize critical pain points, map high-impact themes, and co-design solution workflows.

• Cultivate deep user empathy to convert complex service desk friction into intuitive, consumer-grade product experiences.

Skills & Core Competencies

Adaptability & Learning Agility

• Ecosystem Fluidity: A proven ability to rapidly deconstruct, master, and stay ahead of evolving ITSM frameworks, API ecosystems, and modern enterprise IT infrastructure.

• Resilience in Motion: High comfort reprioritizing strategies and roadmaps mid-cycle in response to new data, technical constraints, or shifting market demands.

• Problem-Solving Rigor: Exceptional analytical capabilities to break down ambiguous, multi-layered enterprise problems into structured, iterative release phases.

Cross-Functional & Human Capabilities

• Inclusive Communication: Superior written and verbal communication skills, with a natural ability to translate complex technical architecture into clear executive business value, and vice versa.

• Matrix Influence: Demonstrated capability to guide, align, and inspire distributed, cross-functional software teams without direct organizational authority.

• Active Listening: High empathy and active listening skills to accurately surface the underlying operational needs of enterprise customers and internal stakeholders.

Technical & Domain Expertise

• Product Development Mastery: End-to-end fluency across both technical and business layers of SaaS product delivery—from telemetry-driven prioritization to go-to-market positioning.

• ITSM Specialization: Comprehensive understanding of modern IT Service Management workflows—including Incident, Problem, Change, and Asset Management, Service Catalog, and AI-assisted Service Desk automation.

Qualifications & Experience

• Educational Foundation: Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related technical discipline (or equivalent practical experience coupled with a track record of continuous technical growth).

• Product Leadership: 9+ years of dedicated SaaS product management experience, demonstrating progressive ownership of complex enterprise software products.

• SaaS Industry Native: 5+ years of experience operating within the fast-scaling, iterative execution cycles of the B2B SaaS industry.

• Domain Depth: 3+ years specifically managing products explicitly built for IT or developer teams, with deep exposure to ITSM, ITOM, Service Desk, or workflow automation platforms.

• Fast-Paced Delivery: Documented track record of repeatedly shipping high-impact software capabilities within rapid release environments while making rigorous data-driven decisions that balance near-term execution with long-term platform health.

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.