About Freshworks
Freshworks makes it fast and easy for businesses to delight their customers and employees.
We do this by taking a fresh approach to building and delivering software that is affordable,
quick to implement, and designed for the end user. Headquartered in San Mateo,
California, Freshworks has a global team operating from 13 global locations to serve more
than 65,000 companies -- from startups to public companies – that rely on Freshworks
software-as-a-service to enable a better customer experience (CRM, CX) and employee
experience (ITSM).
Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer
support), Freshsales (sales automation), Freshmarketer (marketing
automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo,
our underlying platform of shared services.
Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg
and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years.
Our customer ratings have earned Freshworks products TrustRadius Top Rated Software
ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best
Relationship.
Position Overview:
We are seeking a highly organized and detail-oriented individual to join our team. In this role, you will play a critical part in ensuring the smooth operation of our business unit. You will work closely with cross-functional teams to identify areas for improvement and drive operational excellence.
What you will do:
Manage strategic priorities and operational cadences for leadership, including but not limited to product engineering quarterly reviews, all hands etc.
Oversee day-to-day operational tasks such as staffing, hiring, budgeting, and software investments.
Foster a metrics-driven culture by tracking and reporting key performance indicators, and guiding teams in setting and achieving objectives and key results (OKRs).
Drive initiatives and processes to enhance operational efficiency, from conceptualization to execution, with a focus on long-term efforts with ongoing results
Collaborate with key stakeholders and leadership, both locally and globally, to achieve shared goals.
Own and drive short time-boxed projects to solve specific problems/opportunities for the business unit related to product development operations
Manage and organize events big and small across the business unit to bring people together to achieve targeted outcomes or celebrate
Utilize influencing skills to effectively navigate and align cross-functional teams, even in the absence of direct authority.
Work with GTM/CXG teams to improve overall customer experience and support operations as it ties into Product Development.
We will like you better, if you have an attitude for navigating through and producing solid outcomes in a complex, ambiguous environment.
Key traits we look for in this role, an extrovert with a high empathy quotient, has a keen eye for data, adaptability and team spirit.
8+ years of experience with 3+ years of relevant experience in an Ops role
Worked in a SaaS/product company
Previous role is of a tech/product background
Good grasp of tools like Confluence, Google slides, sheets and docs.
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.
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