Senior Director, Design Technology & User Education

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.

We’re looking for a visionary Senior Director, Design technology & User education to lead our shared creative services function within the product organization. This role will oversee design systems, content strategy, accessibility, and cross-functional creative enablement across product design. You’ll partner closely with UX leadership, product managers, engineers, and brand teams to elevate the creative bar and ensure consistency across Freshworks’ product suite.

What You’ll Own

• Creative Leadership: Set the vision and strategy for shared creative services in product design—across design systems, UX writing/content strategy, and accessibility.
• Design Systems: Own and evolve our design system (visual, interaction, motion) to ensure scalable, high-quality experiences across products and platforms.
• Content Strategy: Lead a team that delivers product narratives and UX content that is clear, useful, and aligned with our brand voice.
• Accessibility: Drive inclusive design by ensuring accessibility is embedded into tools, processes, and culture.
• Cross-Functional Influence: Partner with product, engineering, research, and brand to integrate creative direction into roadmaps, workflows, and product strategy.
• Team Leadership: Inspire, grow, and lead a multi-disciplinary team of designers, content strategists, and accessibility experts. Foster a culture of craft, collaboration, and innovation.
• Governance & Enablement: Establish design standards, documentation, and tools to empower product teams while ensuring brand consistency and user-centered best practices.

• 12+ years of experience in product design, creative direction, or UX leadership roles, with at least 5 years leading cross-functional teams
• A track record of building and scaling design systems and content strategy practices within complex product organizations
• Deep knowledge of accessibility standards (WCAG) and inclusive design principles
• Experience working at the intersection of brand, product, and systems thinking
• Strong leadership and communication skills—you can inspire, influence, and advocate across all levels of the organization
• Proven ability to set vision and drive operational excellence across a multidisciplinary team
• A portfolio or set of case studies showcasing your impact at the systems level

The annual base salary range for this position is $257,000 — $338,000 USD

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.

Please note this is a hybrid role that requires an in-office presence 3 days / week (Tue-Thur)

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.