Director, Digital Experience

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.