Senior Director of Insights and AI

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies - from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM).

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship.

The Senior Director of Insights & AI is responsible for driving strategic decision-making through the use of data-driven insights and artificial intelligence solutions. This role is focused on bringing predictive analytics to the Go-To-Market function to surface insights, develop ML models that can guide our field teams and provide insights to the health and performance of the business. This role requires a deep understanding of data analysis, communication, and strategic planning, as well as the ability to translate technical concepts into business value.

The ideal candidate will have experience leading and managing a team of data scientists and research scientists. Reporting directly to the SVP - Strategy & Operations, the incumbent will serve as a strategic thought partner to guide business decisions and provide inputs to strategize through analytics and insights.

Job Responsibilities:

Vision and Strategic Impact

• Establish the vision, objectives and immediate/long term priorities for the team
• Work closely with business leaders to identify opportunities for data-driven insights and solutions.
• Identifying innovative use of ML/AI models or generate AI models (such as ChatGPT) to improve the experience we provide to our customers.
• Develop and maintain relationships with external partners and vendors to drive innovation and stay ahead of the competition.

Technical Deliverables

• Develop and implement data analytics and machine learning models that drive business outcomes.
• Translate technical concepts into business value and communicate insights to stakeholders across the organization.
• Stay up-to-date with the latest trends and tools in data analytics and artificial intelligence, and apply these insights to Freshworks .
• Collaborate with IT teams to ensure data security, governance, and compliance.

Leadership

• Build, manage and develop a high-performing team of data scientists and research scientists.
• Partner with our Product Engineering teams to develop product usage insights.
• Establish the right team structure, upskill employees and guide the team through changes.
• Foster a healthy and collaborative culture that embodies Freshworks’ values
• Provide thought leadership on the industry best practices to the broader stakeholders and enhance Freshworks’ brand value.

• 15+ years industry experience in data analysis, machine learning, and artificial intelligence
• 10+ years of experience managing teams of data analysts
• Strong leadership, communication, and interpersonal skills
• Experience translating technical concepts into business value and communicating insights to stakeholders
• Knowledge of data visualization and dashboarding tools
• Strong executive presence - experience and comfort level working with C-level executives
• Proven ability to work collaboratively across teams/GEOs
• Bachelor's or Master's degree in a relevant field (e.g. Computer Science, Mathematics, Statistics, Data Science)

California Pay Range: $348,000-522,000+ comprising an annual salary & incentive compensation: You may also be eligible for equity and additional generous company benefits.

Summary of Freshworks Benefits:Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Equity + ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

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.