Job Description

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.

Job Description

We are seeking an experienced Instructional Designer to join our Global Talent Development team in San Mateo, CA. The role will require close collaboration with colleagues worldwide and occasional flexible hours to engage with teams across multiple time zones. This role will design, deliver, and manage high-impact leadership development programs that bring our company values to life, support our strategic priorities, and elevate leadership capability across regions.

The ideal candidate is equal parts designer, facilitator, and strategist — with deep expertise in curriculum design, proven facilitation skills, a strong L&D track record, and the ability to integrate AI tools to personalize and scale learning. They will also apply analytical rigor to measure impact, tell a compelling data story, and continually improve programs based on evidence.

Please note: This is a hybrid role that will be based in San Mateo, CA and requires an in-office presence three days per week (Tuesday - Thursday). 

Key Responsibilities:
Instructional Design & Development

• Design engaging, high-impact learning experiences for leaders at all levels, with a focus on new and mid-level managers.
• Develop content, materials, and exercises using modern learning methods, blended delivery, and AI-driven tools.
• Adapt programs to meet cultural and regional needs for a global audience.

Facilitation & Delivery 

• Facilitate in-person and virtual workshops, leadership sessions, and experiential learning events.
• Use storytelling, coaching, and interactive techniques to create memorable learning experiences. AI-Enhanced Learning
• Integrate AI tools and platforms into program design and delivery for personalization, scalability, and improved learner engagement.
• Pilot and evaluate AI-driven assessments, adaptive learning pathways, and data analytics tools.

Measurement & Impact

• Create and implement evaluation strategies to measure program effectiveness, behavioral change, and ROI.
• Analyze learning data, participant feedback, and business metrics to inform decision-making.
• Share actionable insights with senior stakeholders to refine programs.

Qualifications

• 7-10 years of experience in Talent Development, Learning & Development, or related fields.
• Proven success designing and delivering leadership development programs.
• Strong facilitation skills for both live and virtual environments.
• Demonstrated ability to integrate AI tools into learning programs.
• Recognized thought leadership in the L&D field, with the ability to bring fresh, innovative approaches.
• Strong analytical skills to measure learning impact and translate data into actionable insights.
• Excellent communication and stakeholder management skills.
• Flexibility to work across global time zones.

Preferred experience:

• Experience in a global, cross-cultural environment. 
• Instructional design certification or equivalent experience.
• Background in change management or organizational development.
• Research experience in leadership or adult learning

Additional Information

Please note: This is a hybrid role that will be based in San Mateo, CA and requires an in-office presence three days per week (Tuesday - Thursday). 

This role is based in the San Francisco Bay Area and the expected base salary range for this position is as shown below. The actual base pay is dependent upon a variety of job-related factors such as professional background, training, work experience, business needs and market demand. Therefore, in some circumstances, the actual salary could fall outside of this expected range. This pay range is subject to change and may be modified in the future. This role is also eligible for a target bonus.

Compensation Package

$149,700-$215,165 USD Base Salary 

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 have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.

Job Tags

Full time, Work experience placement, Work at office, Worldwide, Flexible hours, 3 days per week,

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