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.
At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.
Fresh vision. Real impact. Come build it with us.
Job Description
As a key leader within the Product Analytics team, you will act as a strategic partner to senior leadership, product teams, and customer-facing functions. Your primary mandate is to embed a culture of data-driven decision-making, transforming complex data into clear, actionable strategies that drive the business forward.
The Impact You Will Create
- Own the Vertical Strategy:
You will independently lead the product analytics charter for a dedicated vertical, transforming ambiguous data into high-impact insights that directly shape our product roadmap.
- Influence Executive Decisions:
You will act as a trusted advisor to the business. By leveraging advanced analytics, you will forecast potential costs, revenues, and risks to guide high-level business initiatives and investments.
- Build a High-Performing Team:
You will manage, mentor, and elevate a focused team of 2-3 analysts. You won't just oversee their daily output; you will actively champion their long-term career growth.
- Bridge Data and Strategy:
You will be the crucial link between raw data and business performance, taking complex datasets and translating them into compelling, executive-level narratives and dashboards that drive cross-functional action.
Roles & Responsibilities
- End-to-End Execution:
Lead, scope, and execute complex data analytics projects from initial ideation through to final delivery.
- Stakeholder Partnership:
Collaborate tightly with product and business stakeholders to define a supportive, scalable analytics charter.
- Data Engineering & Cleansing:
Filter, cleanse, and structure large, ambiguous, and complex datasets into highly usable data models.
- Advanced Analysis:
Conduct deep qualitative and quantitative analysis to uncover hidden trends in product adoption, customer behavior, and business performance.
- Visual Storytelling:
Design and build intuitive data visualizations and dashboards tailored to varied audiences, ensuring insights are easily digestible for both technical and non-technical stakeholders.
- Cross-Functional Collaboration:
Partner with cross-functional team members to identify process improvements and initiate performance-enhancing business initiatives across all product lines.
Qualifications
Qualifications & Skills
Experience & Education
- 10+ years
of proven experience in product analytics with a strong track record of delivering measurable business impact.
- 4+ years
of direct people management experience, building and leading high-performing analytics teams.
- Bachelor’s or Master’s degree in a quantitative field (e.g., Engineering, Statistics, Math, Economics, Computer Science with Modeling/Data Science).
Core Technical Skills
- Data & Scripting:
Advanced proficiency in database technologies and tools (SQL, R, Python) for data transformation and processing.
- Data Visualization:
Deep expertise in industry-standard visualization tools (Tableau, Power BI, Sisense, Looker, etc.).
- Statistical Modeling:
Sound knowledge of advanced statistical techniques, including Logistic Regression, Classification models, Cluster Analysis, Neural Networks, Random Forests, Ensembles, and Experimental Design.
Soft Skills & Preferred Expertise
- Agility:
Proven ability to manage simultaneous, high-priority tasks in a fast-paced, technology-oriented environment, thriving even in ambiguity.
- Domain Expertise:
Strong experience working with real-world data for customer insights, business, and market analysis.
- Bonus Qualifications:
Prior experience with text analytics, data mining, and social media analytics is a strong added advantage.
Additional Information
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.