Company Description About Freshworks 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 Function Engineering AI Reports To VP - Engineering AI Team Size 20 to 40 Data Scientists ML Engineers Software Engineers We are looking for a Senior Director - Engineering AI to lead the charter for machine learning and GenAI initiatives across Freshworks platform This leader will be responsible for defining the AI vision leading high-impact cross-functional programs embedding intelligence into our product suite and scaling a world-class data science function globally You ll operate at the intersection of business product and technology steering the strategic use of AI to solve customer problems improve operational efficiency and drive revenue growth Key Responsibilities Strategy Vision Define and own the AI roadmap aligned with company objectives Drive the long-term strategy for AI ML initiatives and data monetization opportunities Evangelize a culture of experimentation evidence-based decision-making and responsible AI Team Leadership Hire mentor and develop a world-class team of data scientists machine learning and engineers Foster a collaborative inclusive and high-impact environment with a strong learning and delivery mindset Cross-functional Leadership Partner closely with Engineering and Product teams to embed ML models into products and services Collaborate with stakeholders across business functions to identify and prioritize use cases for AI Technical Execution Oversee development and deployment of scalable ML models statistical models NLP solutions and recommendation engines Ensure rigorous experimentation and model validation using state-of-the-art techniques Champion data governance quality and security practices Metrics Impact Define KPIs and success metrics for data science initiatives Deliver measurable impact on revenue growth operational efficiency and customer experience Qualifications Professional Experience 12-18 years of experience in AI with at least 5 years in senior leadership roles managing large data science teams Proven experience delivering ML-based products and solutions in a SaaS or digital platform environment Demonstrated ability to influence product roadmaps and drive AI strategy in large-scale environments Technical Expertise Deep understanding of applied machine learning NLP deep learning causal inference optimization and GenAI LLMs embeddings retrieval pipelines Strong hands-on foundation in Python SQL Spark and ML frameworks such as PyTorch TensorFlow scikit-learn Familiarity with modern cloud data stacks e g Snowflake Databricks AWS Sagemaker Vertex AI LangChain RAG pipelines Drive operational efficiency and engineering productivity across AI and data platform teams through streamlined processes tooling and automation Establish and enforce standardized practices for data engineering model development and deployment across teams to ensure consistency quality and reuse Champion platform-first thinking building reusable components shared services and self-service capabilities to accelerate experimentation and delivery Experience with production-grade ML deployment experimentation and performance tracking Leadership Influence Strong executive presence with the ability to influence senior stakeholders across Product Engineering Sales and Marketing Effective communication of complex technical concepts to diverse audiences including C-suite product managers and non-technical partners Lead cross-functional initiatives to optimize end-to-end ML workflows from data ingestion to model monitoring reducing cycle times and increasing model velocity Partner with engineering product and infrastructure teams to align roadmaps and eliminate friction in building testing and deploying AI solutions at scale Passionate about building a data-driven culture and driving talent development across the organization Nice to Have Experience in customer experience CRM service management or sales tech domains Hands-on exposure to LLM fine-tuning prompt engineering and GenAI application development Hands-on experience developing and scaling ML pipelines and models using Databricks and related tools e g MLflow etc Participation in AI ethics or responsible AI governance efforts Open-source contributions or published research in relevant domains Why Join Freshworks Shape the AI-first future of one of the fastest-growing SaaS companies globally Build and ship data-driven solutions at scale impacting 60 000 businesses Work with a global leadership team that values innovation autonomy and customer-centricity 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 prospect 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

📌 Senior Director - Data Science (Karnataka)
🏢 FreshWorks
📍 Karnataka