Staff Product Manager

Job 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. 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 M