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Director - Product Design

Director - Product Design

Freshworks

2 - 15 years

25 - 30 Lacs

Hyderabad

Posted:12 hours ago| Platform:

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Skills Required

Computer science User research Automation Ticketing Product design MSP Stakeholder management Operations Analytics Visual Design

Work Mode

Work from Office

Job Type

Full Time

Job Description

At Freshservice, we re on a mission to uncomplicate enterprise software. We believe powerful tools don t have to come with a steep learning curve and that great design is the bridge between complexity and clarity.

Freshservice is a modern, intuitive AI-powered ITSM platform from Freshworks, trusted by thousands of organizations globally. Recognized for ease of setup and simplicity at scale, we are doubling down on design as a strategic differentiator, especially as we deepen our footprint with large, sophisticated enterprises.

If you re someone who craves the challenge of transforming complexity into elegant, user-centered solutions, and you believe enterprise users deserve the same quality of experience as consumers, this is the role for you.

We are seeking a visionary and experienced Director of Product Design to lead the strategy and execution for our Managed Service Provider (MSP) and Employee Service Management (ESM) product suites. In this senior leadership role, you will be responsible for building and mentoring a world-class design team, defining the long-term design vision, and ensuring our products deliver exceptional value and an unparalleled user experience.

You will be the primary design leader for two critical domains: the complex, efficiency-driven world of MSPs who manage IT for multiple clients, and the user-centric, service-oriented world of ESM for internal employees. The ideal candidate is a master of simplifying complexity and a passionate advocate for user-centered design, with deep experience in the B2B SaaS landscape.

Roles & Responsibilities

1. Vision & Strategy:

Define, articulate, and drive the holistic design vision and strategy for the MSP and ESM product portfolios, ensuring alignment with overall product and business objectives.
Champion a culture of design excellence, innovation, and deep user empathy across the organization.
Partner with VPs of Product and Engineering to shape the product roadmap, identify new opportunities, and ensure a cohesive user experience across all touchpoints.
Present and defend design strategies and decisions to executive leadership, using data and user research to build compelling narratives.

2. Team Leadership & Mentorship:

Lead, mentor, and grow a high-performing team of 10+ product designers, UX researchers, and design managers.
Foster a collaborative and inclusive environment that encourages creative thinking, professional growth, and autonomy.
Establish and manage design team operational rhythms, including critiques, reviews, and planning, to ensure high-quality output and predictable delivery.

3. Design Execution & Process:

Oversee the end-to-end design process, from discovery and user research to high-fidelity prototyping, testing, and implementation.
Drive the creation of intuitive, efficient, and elegant user experiences tailored to the specific needs of MSP & ESM users.
Champion and govern the evolution of our design system, ensuring consistency, scalability, and quality across the MSP and ESM product suites.
Integrate quantitative data and qualitative user insights into the design process to make informed, evidence-based decisions.

Qualifications

Experience
: 12-15 years of experience in product design, with at least 2 years in a senior leadership role (e.g., Senior Design Manager, Head of Design, Director) managing and mentorin

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Director - Product Design