Staff Product Manager

Role Overview

As a Staff Product Manager on the IT Operations Management (ITOM) product team you will serve as a highly experienced individual contributor and a recognized domain expert who thrives at the intersection of complex technology and human collaboration. This role is built for a dynamic product leader who pairs deep technical foundations with the learning agility required to navigate rapidly shifting market landscapes. Sitting as the strategic and operational linchpin across design engineering marketing and sales you will act as a true cross-functional champion. You will not only define a bold product vision but will continuously adapt it based on customer empathy emerging technologies and real-time feedback loops. If you possess a relentless curiosity to master new domains a collaborative spirit that bridges technical and business divides and a passion for turning complex operational processes into elegant global solutions this role offers an expansive platform for your craft.

The Impact You Can Create

• Pioneer Bold Innovation: Drive market-defining product ideas from concept to reality leveraging thought leadership to keep our ITOM platform at the cutting edge of the industry.

• Orchestrate Cross-Functional Success: Build highly aligned collaborative ecosystems where engineering UX sales and marketing move in lockstep to hit ambitious financial and customer satisfaction goals.

• Deliver Global Scale & Value: Continuous monitoring of customer landscapes to deploy intuitive high-impact features that delight users worldwide and solve critical operational bottlenecks.

• Demystify Complex Architectures: Transform intricate backend infrastructure processes into clean scalable technical requirements significantly accelerating engineering velocity and minimizing delivery risk.

Roles & Responsibilities (R&R)

1. Vision Strategy & Strategy Adaptation

• 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.

2. Requirements Definition & Lifecycle Management

• 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.

3. Cross-Functional Collaboration & Stakeholder Alignment

• 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.

4. Customer Advocacy & Co-Creation

• 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.

Qualifications :

Skills & Core Competencies

Adaptability & Learning Agility

• Ecosystem Fluidity: A proven ability to rapidly learn deconstruct and master evolving technical domains tools and infrastructure frameworks.

• Resilience in Motion: Comfort pivoting strategies and roadmaps mid-cycle in response to new data engineering constraints or shifting market demands.

• Problem-Solving Rigor: Excellent analytical skills to break down ambiguous highly technical problems into structured iterative phases.

Cross-Functional & Human Capabilities

• Inclusive Communication: Exceptional verbal and written communication skills with a native ability to translate complex technical jargon into simple business value and vice versa.

• Matrix Influence: The capability to guide inspire and influence diverse global cross-functional software teams without direct authority.

• Active Listening: High empathy and a strong listening ability to accurately capture the underlying needs of both customers and internal stakeholders.

Technical & Domain Expertise

• Product Development Mastery: A rock-solid grasp of both the technical and non-technical layers of product development from data hygiene to go-to-market strategies.

• ITOM Specialization: Comprehensive understanding of the workflows and tools used by modern development and IT teams such as observability incident management or AIOps ecosystems.

Qualifications & Experience

• Educational Foundation: Bachelors degree in computer science engineering or a related technical discipline or equivalent practical experience coupled with a track record of continuous upskilling.

• Product Leadership: 8 years of product management and software/IT engineering experience showing progressive growth in handling cross-functional complexity.

• SaaS Industry Native: 5 years of dedicated experience operating within the fast-scaling iterative lifecycles of the SaaS (software-as-a-service) industry.

• Domain Depth: 3 years managing products explicitly tailored for development or IT teams with deep exposure to observability incident management or AIOps platforms.

• Fast-Paced Delivery: 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.

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.

Remote Work :

No

Employment Type :

Full-time