Director, Product Design (ITAM/D42)

There’s another option. Freshworks. With a fresh vision for how the world works.

Overview

uncomplicate enterprise software

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.

Director of Product Design to lead the strategy and execution for our IT Asset Management (ITAM) and Device42 (D42)

At Freshworks, our mission is to uncomplicate enterprise software. With the integration of Device42, a comprehensive IT infrastructure management platform, we are bridging the critical gap between IT Service Management (ITSM) and IT Asset Management. This creates a single source of truth for IT data, enhancing workflows and providing a deep understanding of asset relationships.

If you are passionate about transforming complex data and workflows into elegant, user-centered solutions and believe that enterprise users deserve exceptional experiences, this role is for you. You will be the primary design leader responsible for the discovery, tracking, and management of hardware, software, and network assets, ensuring our platform is both powerful and incredibly simple to use.

Roles & Responsibilities

1. Vision & Strategy:

• Define and drive the holistic design vision for the ITAM and Device42 product portfolio, ensuring it aligns with our overall product and business goals.
  

• Champion a culture of design excellence, innovation, and deep user empathy.
  

• Partner with VPs of Product and Engineering to shape the product roadmap and ensure a cohesive user experience across all touchpoints.
  

• Present and defend design strategies 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 and UX researchers.
  

• Foster a collaborative and inclusive environment that encourages creative thinking and professional growth.
  

• Establish and manage design team operations, including critiques, reviews, and planning, to ensure high-quality output.
  

3. Design Execution & Process:

• Oversee the end-to-end design process, from user research and discovery to high-fidelity prototyping and implementation.
  

• Drive the creation of intuitive and elegant user experiences tailored to the specific needs of ITAM and infrastructure management users.
  

• Champion the evolution of our design system to ensure consistency and scalability across the ITAM and D42 product suites.
  

• Integrate quantitative data and qualitative user insights into the design process to make informed decisions.
  

Qualifications

• Experience:

• Domain Expertise:

• Portfolio:

• Leadership:

• Strategic Thinking:

• Education:

Skills Inventory

Design Leadership & Strategy

• Strategic Vision:

• Team Development:

• Design Evangelism:

• Stakeholder Management:

Core Design Skills

• UX Strategy & Research:

• Interaction & UI Design:

• Design Systems:

• Data-Informed Design:

Domain Knowledge

• B2B SaaS:

• MSP/ESM/ITSM:

Soft Skills

• Communication & Storytelling:

• Influence & Negotiation:

• Problem-Solving:

Additional Information

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.