📌 Core Information
🔹 Job Title: Senior Director, Creative Direction
🔹 Company: Freshworks
🔹 Location: San Mateo, California, United States
🔹 Job Type: Full-time, Hybrid (3 days in-office per week)
🔹 Category: Software Development
🔹 Date Posted: July 19, 2025
🔹 Experience Level: 10+ years
🔹 Remote Status: On-site
🚀 Job Overview
Key aspects of this role include:
- Leading shared creative services within the product organization
- Overseeing design systems, content strategy, and accessibility
- Partnering with various teams to elevate creative standards and ensure consistency
- Driving a culture of craft, collaboration, and innovation
- Setting vision and strategy for shared creative services
ASSUMPTION: This role requires a strategic thinker with a strong creative background and proven leadership skills to succeed.
📋 Key Responsibilities
✅ Lead and evolve Freshworks' design system (visual, interaction, motion) to ensure scalable, high-quality experiences across products and platforms
✅ Lead a team that delivers product narratives and UX content that is clear, useful, and aligned with Freshworks' brand voice
✅ Drive inclusive design by ensuring accessibility is embedded into tools, processes, and culture
✅ Partner with product, engineering, research, and brand teams to integrate creative direction into roadmaps, workflows, and product strategy
✅ Establish design standards, documentation, and tools to empower product teams while ensuring brand consistency and user-centered best practices
ASSUMPTION: This role involves cross-functional collaboration and requires strong communication skills to influence and advocate across all levels of the organization.
🎯 Required Qualifications
Education: Bachelor's degree in Design, Human-Computer Interaction, or a related field (or equivalent experience)
Experience: 12+ years of experience in product design, creative direction, or UX leadership roles, with at least 5 years leading cross-functional teams
Required Skills:
- Proven 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
- Proven ability to set vision and drive operational excellence across a multidisciplinary team
Preferred Skills:
- Experience with design tools such as Figma, Sketch, or Adobe XD
- Familiarity with design systems and component libraries
- Knowledge of Agile methodologies
ASSUMPTION: Candidates with a strong portfolio or set of case studies showcasing their impact at the systems level will be highly competitive.
💰 Compensation & Benefits
Salary Range: $257,000 - $338,000 USD per year
Benefits:
- Multiple health, dental, vision, disability, and life insurance options
- Equity + ESPP, flexible PTO, flexible spending, commuter benefits, and wellness benefits
- Adoption and parental leave benefits
Working Hours: Full-time, with an in-office presence 3 days per week (Tue-Thur)
ASSUMPTION: The salary range provided is based on industry standards for senior director roles in the software development field in the San Francisco Bay Area.
📌 Applicant Insights
🔍 Company Context
Industry: Freshworks operates in the Software Development industry, focusing on providing people-first AI service software to deliver exceptional customer and employee experiences.
Company Size: Freshworks is a mid-sized company with 1,001-5,000 employees, providing ample opportunities for growth and collaboration.
Founded: Freshworks was founded in 2010 and has since grown to serve over 72,000 companies worldwide.
Company Description:
- Freshworks builds uncomplicated service software that delivers exceptional customer and employee experiences
- Their enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results
- Freshworks' people-first approach to AI eliminates friction, making employees more effective and organizations more productive
Company Specialties:
- Customer Support Software
- Helpdesk
- Web 2.0
- SaaS
- Support Ticket System
- CRM
- ITSM
- Applicant Tracking System
- Conversion Optimization Suite
Company Website: Freshworks
ASSUMPTION: Freshworks' focus on user-centered design and exceptional experiences makes it an attractive employer for creative professionals.
📊 Role Analysis
Career Level: This role is a senior-level position, offering significant influence and responsibility within the product organization.
Reporting Structure: The Senior Director, Creative Direction will report directly to the Chief Product Officer and oversee a multidisciplinary team of designers, content strategists, and accessibility experts.
Work Arrangement: This is a hybrid role, requiring an in-office presence 3 days per week (Tue-Thur).
Growth Opportunities:
- Potential to shape and grow the shared creative services function within Freshworks
- Opportunities to collaborate with various teams and influence product strategy
- Possibility to mentor and develop junior team members
ASSUMPTION: This role offers significant growth potential for the right candidate, with opportunities to make a substantial impact on Freshworks' product suite.
🌍 Location & Work Environment
Office Type: Freshworks' San Mateo office is a modern, collaborative workspace designed to foster creativity and innovation.
Office Location(s): 2950 S Delaware St, Suite 201, San Mateo, California 94403, US
Geographic Context:
- San Mateo is located in the San Francisco Bay Area, offering a vibrant tech industry and diverse cultural scene
- The office is conveniently located near public transportation and various amenities
- The Bay Area is known for its mild Mediterranean climate, with cool, wet winters and warm, dry summers
Work Schedule: Full-time, with an in-office presence 3 days per week (Tue-Thur)
ASSUMPTION: The San Mateo office provides a dynamic work environment, with easy access to the vibrant Bay Area tech scene and cultural attractions.
💼 Interview & Application Insights
Typical Process:
- Online application submission
- Phone or video screen with the hiring manager
- Design challenge or case study presentation
- Final on-site or video interview with cross-functional stakeholders
Key Assessment Areas:
- Portfolio and case study presentation
- Cultural fit and alignment with Freshworks' values
- Problem-solving skills and strategic thinking
- Leadership and communication abilities
Application Tips:
- Tailor your resume and cover letter to highlight relevant experience and skills for this role
- Prepare a strong portfolio or case study showcasing your impact at the systems level
- Research Freshworks' products and competition to demonstrate your understanding of the market
ATS Keywords: Creative Direction, Design Systems, Content Strategy, Accessibility, Cross-Functional Collaboration, Team Leadership, Governance, User Experience, Product Design, Systems Thinking, Communication, Operational Excellence, Inclusive Design, Brand Strategy, UX Writing, Visual Design
ASSUMPTION: Applicants should emphasize their strategic thinking, leadership skills, and ability to drive operational excellence in their application materials.
🛠️ Tools & Technologies
- Figma, Sketch, or Adobe XD (for design and prototyping)
- Zeplin or InVision (for design handoff and collaboration)
- JIRA or Asana (for project management)
- Slack or Microsoft Teams (for team communication)
ASSUMPTION: Familiarity with these tools is not required but may be helpful for a smooth onboarding process.
👔 Cultural Fit Considerations
Company Values:
- Customer Obsessed
- Ownership
- Integrity
- Perseverance
- Innovation
Work Style:
- Collaborative and cross-functional
- Data-driven and user-centered
- Agile and adaptable
Self-Assessment Questions:
- Do you thrive in a collaborative, cross-functional environment?
- Are you passionate about creating user-centered experiences?
- Can you adapt to changing priorities and feedback?
ASSUMPTION: Applicants who align with Freshworks' values and work style will be well-suited for this role.
⚠️ Potential Challenges
- Balancing the needs of multiple product teams and stakeholders
- Scaling design systems and content strategy practices across a growing organization
- Ensuring accessibility and inclusivity in a fast-paced, agile environment
- Managing a multidisciplinary team with varying skills and expertise
ASSUMPTION: Successful candidates will possess strong leadership, communication, and stakeholder management skills to overcome these challenges.
📈 Similar Roles Comparison
- Unlike traditional creative director roles, this position focuses on shared creative services within the product organization
- Freshworks' focus on user-centered design and exceptional experiences sets it apart from competitors
- This role offers significant growth potential and influence within the product organization
ASSUMPTION: Applicants should consider the unique aspects of this role and how it aligns with their career goals and aspirations.
📝 Sample Projects
- Redesigning and evolving an existing design system to improve usability and accessibility
- Developing a comprehensive content strategy for a new product launch
- Collaborating with cross-functional teams to define and implement accessibility standards across a product suite
ASSUMPTION: Applicants should be prepared to discuss their experience with similar projects and the impact they made on the organization.
❓ Key Questions to Ask During Interview
- How does this role fit into the broader product strategy and roadmap?
- What are the biggest challenges facing the shared creative services function, and how can I help address them?
- How does Freshworks support the professional development and growth of its creative team members?
- What are the key priorities for this role in the first 30, 60, and 90 days?
- How does Freshworks approach accessibility and inclusivity in its products and culture?
ASSUMPTION: Applicants should ask thoughtful, strategic questions to demonstrate their interest in the role and understanding of Freshworks' products and culture.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Tailor your resume and cover letter to highlight relevant experience and skills for this role
- Prepare a strong portfolio or case study showcasing your impact at the systems level
- Research Freshworks' products and competition to demonstrate your understanding of the market
- Follow up with the hiring manager one week after submission to express your continued interest in the role
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
