Senior Director, AI Platform (Product Management)

The AI Platform team builds the foundational agentic infrastructure, runtime engines, and developer experiences that power intelligent digital workers across the entire Freshworks ecosystem. As the Senior Director of AI Platform Product Management, you will own the end-to-end strategy, roadmap, and execution of our AI agent platform - from agent creation and authoring to shared runtime architectures. Based in San Mateo in a hybrid capacity, you will lead a team of product managers and partner closely with Engineering, Forward-Deployed teams, and executive leadership to scale enterprise-grade autonomous agents and shared digital workers across global product lines.

What You'll Do

• Define and execute the end-to-end AI agent platform strategy and roadmap, spanning agent studios, natural-language builders, agentic workflows, and the shared runtime powering digital workers across our product suite.
• Direct the product vision for the core agent framework, including agent authoring interfaces, reusable skills and workflow libraries, runtime routing engines, and ambient (proactive) capabilities.
• Establish open standards and protocols for agent interoperability, cross-platform integrations, agent identity, safety guardrails, and enterprise security policies.
• Architect the quality and lifecycle infrastructure for agents, establishing rigorous evaluation frameworks, continuous testing, performance telemetry, custom model training, dynamic routing, and token/inference cost optimization.
• Oversee the context and knowledge foundation, defining strategies for knowledge curation, real-time context retrieval, memory systems, state management, and context-window optimization.
• Drive the product lifecycle for shared digital workers (e.g., workplace concierge orchestration, email-based agents, and domain-specific HR/IT vertical agents) from concept to scaled customer adoption.
• Lead, mentor, and grow a team of product managers, establishing clear quarterly OKRs, aligning roadmap priorities with executive leadership, and cultivating a high-trust, outcome-oriented product culture.
• Partner with engineering, forward-deployed engineering, and customer-facing teams to translate real-world enterprise requirements into scalable platform capabilities, serving as the senior product authority on AI to executives and customers.

• 15-20 years of progressive experience in product management, with significant leadership experience defining platform architectures, developer platforms, or AI/ML systems at scale.
• Proven track record leading with vision and strategy, translating complex AI technological advancements into clear functional charters, roadmaps, and measurable business outcomes.
• Strong leadership acumen in investing in people, with demonstrated success coaching, mentoring, and developing product managers while fostering cross-functional alignment.
• Deep commitment to executing with excellence, with experience establishing disciplined operating rhythms, robust evaluation metrics, and clear accountability for platform reliability and delivery.
• Strong customer obsession with the ability to champion customer outcomes, identifying enterprise friction points and transforming direct user feedback into platform-level solutions.
• Deep technical comprehension of modern AI ecosystems, including LLMs, multi-agent orchestration, retrieval-augmented generation (RAG), model routing, inference economics, and agent safety protocols.

Nice to Have

• Prior experience building and scaling developer-facing platforms, workflow automation engines, or multi-tenant B2B SaaS platform architectures.
• Active involvement in open-source AI initiatives, agent protocols (e.g., MCP), or emerging agentic standard-setting bodies.