Director, Digital Experience

Company 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.

Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations.

Fresh vision. Real impact. Come build it with us.

Job Description

We're looking for a Director, Digital Experience to lead how customers discover, evaluate, and engage with Freshworks through our website. You'll shape the web experience roadmap, lead designers and program managers, and partner with engineering to deliver better customer journeys and measurable business results. 

You're a program manager at heart who stays close to the execution. You'll run Scrum across design and engineering, turn competing priorities into clear plans, and help the team deliver with speed and quality. You'll treat the website as a product, balancing launches and publishing needs with continuous improvements to its effectiveness. 

What You'll Do

Web Experience and Roadmap

• Set the web roadmap and decide what to tackle next. Use customer needs and performance data to weigh improvements, redesigns, migrations, and localized experiences. 
• Review designs with content and engineering partners. Make sure pages are easy to use and reflect the brand, with accessibility and conversion considered during design. 
• Agree on web priorities with Web Revenue, Product Marketing, Demand Generation, and Marketing Operations. Turn campaign and product plans into work the team can deliver. 

Program Delivery and Scrum

• Own request intake. Before work enters a sprint, confirm the problem, required content and assets, acceptance criteria, and the person who can approve it. Check template reuse, CMS constraints, and technical feasibility with engineering before committing. 
• Run sprint planning, backlog refinement, standups, reviews, and retrospectives with design and engineering. Keep commitments visible, remove blockers, and follow up on changes agreed in retrospectives. 
• Track work through design, content development, QA, and launch. Flag dependencies or capacity problems early, explain the trade-offs, and get decisions from the right people. 

Team Leadership

• Manage the designers and program managers. Set goals, give regular coaching and performance feedback, and keep workloads realistic. 
• Stay involved in major projects and help design, engineering, and marketing resolve problems that slow delivery. 

Web Operations and Continuous Improvement

• Run CMS and publishing operations. Keep content models, templates, and review steps documented so people know what they can publish and who needs to approve it. 
• Agree on who signs off on each release and coordinate user acceptance testing (UAT). Decide which issues block launch and which can follow. Check accessibility, responsiveness, performance, and tracking with engineering, then verify critical journeys on the live site. 
• Choose experiments with conversion and analytics partners, review the results, and then use them to decide what to do next. Track delivery time and rework alongside website performance. 
• Partner with design and engineering to test AI-assisted workflows that improve planning, creative exploration, and delivery. 
• Use automation and AI tools when they save time or reduce mistakes. Keep human review and data safeguards in place. 

Qualifications

• Experience owning a company website or leading web programs in enterprise B2B SaaS, including work that spans design, engineering, and marketing. 
• Experience managing designers and program managers, including regular coaching, performance feedback, and workload planning. 
• Ability to turn unclear requests into workable plans and spot dependencies before they cause delays. 
• Experience building and improving workflows in Airtable or comparable work-management platforms; Airtable experience preferred. 
• Experience running Scrum or a similar agile process with designers and engineers. You can explain what you changed when the process wasn't helping the team deliver. 
• Good design judgment and the ability to give useful feedback. Experience using customer data and test results to decide whether a web change worked. 
• Hands-on experience with CMS content models, publishing and web UAT. You can work through production or quality problems with engineering and understand web integrations, accessibility, and page performance 
• Clear communication with technical teams and senior stakeholders, especially when scope, timing, or resourcing needs to change. 

Additional Information

Please note this is a hybrid role with onsite expectations of 3x/week (Tuesday - Thursday) from our San Mateo, CA headquarters. 

The annual base salary range for this position is $210,000 - $265,000. This role is also eligible for a target bonus. 

Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Bonus/equity may be available.

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.