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Instructional Designer

Freshworks Inc.

Job Overview

Location

San Mateo

Job Type

Full-time

Full Job Description

📋 Description

• Shape the future of leadership at Freshworks by architecting and delivering world-class development programs that directly fuel our next stage of global growth. You will own the end-to-end design of high-impact learning experiences for new and mid-level managers across North America, EMEA, and APAC, ensuring every curriculum choice, activity, and story reinforces our core values and strategic priorities.
• Translate complex leadership concepts into engaging, culturally relevant content that resonates from San Mateo to Singapore. Leverage modern instructional design methodologies—ADDIE, SAM, 70-20-10, micro-learning, and scenario-based simulations—to build blended journeys that combine live virtual sessions, self-paced modules, peer coaching circles, and on-the-job stretch assignments.
• Harness the power of AI to personalize learning at scale. Pilot adaptive pathways that adjust in real time to learner behavior, deploy AI-driven assessments that surface hidden strengths and gaps, and integrate chatbots and nudge engines that keep momentum alive long after a workshop ends. You will be the internal champion who demystifies AI for stakeholders and proves its ROI through rigorous experimentation and data storytelling.
• Step confidently into the virtual or physical classroom as a dynamic facilitator who can command attention across time zones. Whether you’re leading a 90-minute webinar for 200 first-time managers or a two-day off-site for regional directors, you will use storytelling, improv, and coaching techniques to create psychological safety, spark candid dialogue, and convert insight into committed action.
• Build and maintain a global network of regional L&D partners, executive sponsors, and subject-matter experts. Co-create localized versions of core programs, secure executive airtime for fireside chats, and curate a library of region-specific case studies that make every lesson feel immediately applicable.
• Design and execute a measurement strategy that goes beyond smile sheets. Map learning objectives to business KPIs—retention, engagement, pipeline velocity, NPS—then deploy pre/post 360s, behavioral observation rubrics, and control-group analyses to isolate program impact. Translate findings into concise, visually compelling dashboards that influence budget and roadmap decisions at the VP level.
• Continuously iterate. Establish a quarterly program review cadence with built-in A/B tests, learner focus groups, and rapid-prototype sprints. Use agile boards to track backlog items, prioritize enhancements, and celebrate quick wins that keep momentum—and funding—flowing.
• Champion diversity, equity, and inclusion in every design choice. Ensure content reflects a wide range of voices, scenarios, and leadership styles; audit language and imagery for bias; and partner with DEI councils to embed inclusive facilitation practices across all regions.
• Serve as a thought leader inside and outside Freshworks. Publish blog posts, speak at industry conferences, and curate an internal knowledge hub that keeps our teams on the cutting edge of leadership science and learning technology.
• Manage vendor relationships and budgets with a founder’s mindset. Negotiate contracts, evaluate emerging learning-tech startups, and run lean pilots that validate value before scaling spend.

🎯 Requirements

• 5+ years designing and facilitating leadership development programs in a high-growth, global SaaS or technology environment
• Demonstrated mastery of instructional design models (ADDIE, SAM, 70-20-10) and proficiency with authoring tools such as Articulate 360, Adobe Captivate, or similar
• Proven experience integrating AI-driven personalization, adaptive learning platforms, or chatbot-based nudges into blended curricula
• Exceptional live and virtual facilitation skills, with the ability to engage diverse, multicultural audiences and senior executives
• Strong analytical mindset: able to design evaluation strategies, manipulate learning data in Excel/BI tools, and craft compelling ROI narratives

🏖️ Benefits

• Hybrid work model: three days in our San Mateo headquarters (Tue–Thu) with flexible global hours to collaborate across time zones
• Annual professional development stipend for conferences, certifications, and advanced AI-learning tools
• Comprehensive health, dental, vision, and mental-wellness coverage for you and eligible dependents
• Equity in a fast-growing, profitable SaaS company positioned for an exciting next chapter

Skills & Technologies

Design

Hybrid

Remote

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Freshworks Inc.

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About Freshworks Inc.

Freshworks Inc. provides cloud-based customer engagement and employee experience software. Its suite includes products for customer support, sales automation, marketing, IT service management, and HR service delivery. The company serves small and medium-sized businesses as well as enterprises across industries. Founded in 2010 and headquartered in San Mateo, California, Freshworks offers integrated SaaS applications designed to improve customer satisfaction and employee productivity.

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