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.
About the Role
Product Operations is a pivotal function within the Product organization and serves as a bridge between the Product team and other business functions. Its primary responsibility is to ensure the smooth and efficient functioning of the product development and delivery process.
Being part of a fast-paced, multi-product company, we have many initiatives that cut across various business functions that need to be driven objectively and in a timely manner. In order to maintain the highest level of craftsmanship, it is essential to understand the “why, what, and how”, and to collaborate closely with the Product and Engineering functions, and other functions such as Finance, Legal, Revenue Operations, Sales Enablement, Marketing, Customer Success and Customer Support.
To excel in this role, one needs to possess strong communication and interpersonal skills, and awareness of our products and internal wiring of various systems and processes to deliver projects with finesse.
Responsibilities
Requirement Gathering: Responsible for gathering requirements from the Product Managers and working with Product Managers, Engineering teams, Marketing teams, Sales teams, Customer Support, Finance and IT teams to implement necessary functionalities, integrations, and business processes for both product launch and SKU management.
Localization: Handling requests for localization, overseeing vendor performance in transactions request, and managing associated costs. Acting as the sole point of contact for all translation requests from the product team and efficiently managing query handling within the localization process.
Documentation: Should be able to prepare use cases, and functional specifications in a clear and concise manner for the Product and Finance team to consume. This documentation serves as a reference for developers, testers, and other stakeholders throughout the project lifecycle.
Project management: Monitor and mitigate risks while closely tracking project timelines for product launch and SKU management. Coordinate cross-functional teams to ensure timely delivery and successful outcomes while proactively addressing potential challenges.
Stakeholder Communication: Liaise between Product, Finance, GTM and IT teams, ensuring that business needs are effectively communicated and implemented precisely.
System Integrations: Understand inter-connections across all the internal systems and the processes it serves. Ensure that when any changes are being made, we account for all the interconnected systems and processes, and implement the changes without any adverse impact.
Testing Support: Collaborate with QA teams to develop test plans, test cases, and test scenarios for billing system implementations or enhancements. They may also assist in user acceptance testing (UAT) to validate that the system meets business requirements.
Bachelor degree - Engineering or Any degree. PG in Finance (Preferable).
3+ years of experience in a product company as Business Analyst in Finance background.
3+ years of experience in Program Management that includes analyzing business requirements, and technical specifications.
7-12 years of overall relevant experience.
Additional Information
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.
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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