Staff Product Manager

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 visioncontinuously 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 requirementsaccelerating 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 lifecyclefrom 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 deliveryfrom telemetry-driven prioritization to go-to-market positioning.

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

Qualifications :

Qualifications & Experience

• Educational Foundation: Bachelors 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.

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