Lead - Process and Program Excellence

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.

The Program Manager role will be a part of the Chief of Staff team under our CCMO and is a pivotal individual contributor, responsible for driving operational excellence and ensuring the seamless execution of strategic initiatives across our global marketing, sales, customer success, and customer support teams. You'll ensure programs land effectively and deliver maximum impact. You'll work closely with leaders across Freshworks, ensuring smooth execution of our core rhythm of business and other initiatives.

The ideal candidate thrives in a fast-paced environment, possesses strong organizational skills, and can drive projects forward through collaboration and clear communication.

Please note: This is a hybrid role that requires an in-office presence three days per week (Tuesday-Thursday). 

Key responsibilities

• Drive the execution and coordination of key cross-functional programs and initiatives. This includes developing detailed work plans, tracking progress against timelines, identifying dependencies, and proactively surfacing potential risks or roadblocks

• Support the optimization and meticulous execution of the operational rhythm of business - including preparing materials for executive reviews and leadership meetings, managing agendas, and tracking follow-up actions to ensure meeting objectives are met and decisions are actioned

• Partner closely with Marketing, Sales, Customer Success, and Customer Support leadership to facilitate communication and alignment on priorities, program execution, and shared goals, acting as a central coordinator for assigned initiatives

• Prepare clear, concise, and compelling internal communications, program updates, and status reports for various stakeholders, including senior leadership

• Contribute to improving efficiency by identifying opportunities to streamline existing operational processes

• Help implement best practices for program coordination and organizational effectiveness

• Play a key role in the planning, coordination, and execution of global and regional All Hands meetings and other employee engagement activities. Ensure seamless logistics and compelling content delivery

• Provide agile support on various ad-hoc strategic projects, data gathering, analysis, and presentations as needed by the Chief of Staff to drive key business outcomes

• Bachelor's degree in Business, Project Management, Engineering, IT, or a related field

• 5-7 years of experience in project management with a proven track record of successful project execution

• Understands the B2B software industry

• Strong analytical, problem-solving, and decision-making skills

• Proven ability to effectively manage tasks, track progress, and support the execution of complex projects

• Excellent communication and interpersonal skills

• Ability to multitask and manage multiple projects in a fast-paced environment

• Certification in project management (PMP, CAPM, Agile, or Scrum) is a plus

• Embraces accountability, customer-centricity, and fosters a collaborative, inclusive team culture

Please note: This is a hybrid role that requires an in-office presence three days per week (Tuesday-Thursday). 

This role is based in the Seattle Metro 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
$116,400-$167,325 USD Base Salary + Target Bonus

Freshworks Benefits: Freshworks offers multiple options for medical, dental, vision, disability and life insurance. Flexible time off (plus paid US holidays), commuter benefits (attached to a flexible spending account) 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.