8-10 years of operations and program/project management experience
Experience in establishing new processes or programs from scratch
Ability to thrive in ambiguity and solve problems creatively
Proven autonomy with minimal direction
Exceptional communication skills for diverse audiences
Strong attention to detail and ability to synthesize information
Excellent people skills for motivating teams and partners
Negotiation and conflict resolution expertise
Positive attitude and adaptability to business changes
Bachelor's degree required; MBA preferred
Responsibilities
Design and implement the Launch Readiness process from the ground up
Lead and develop a team, defining structure and responsibilities
Assess business needs and translate them into actionable plans
Manage detailed plans considering constraints and resources
Ensure successful execution of deliverables against set milestones
Provide structure without sacrificing execution speed
Collaborate across teams to deliver on plans
Communicate project status to stakeholders, including executives
Utilize change management practices to embed the launch process
Leverage AI and automation to enhance efficiency and reduce manual tasks
Proactively manage risks and adjust plans as needed
Benefits
Comprehensive dental, medical, and vision insurance
Equity and Employee Stock Purchase Plan (ESPP)
Flexible paid time off (PTO)
Flexible spending accounts
Commuter benefits
Wellness benefits
Adoption and parental leave benefits
Full Job Description
Job Description
The role:
As part of the R&D Ops team, the Sr. Manager, Launch Readiness be partnering with Product, Engineering, and GTM teams to ensure a consistent, scalable framework for taking products from readiness through launch. This role will lead a team and report to the Sr. Director, R&D and Ops.
The biggest impact will come from someone who can build a process from the ground up, not just operate within an existing one - someone with a strong understanding of operational readiness and has worked closely with GTM functions such as Marketing, Sales, Technical Resources, Professional Services, and Support.
The ideal candidate can fearlessly jump into ambiguity, quickly assess business needs, identify gaps in process or content, and turn problem statements into prioritized, well-executed plans.
Prior experience operating in global, cross-functional, collaborative environments - ideally within a product organization - will provide the foundation to succeed in this dynamic, high-impact position, which also carries direct people leadership responsibility.
This is a hybrid role, based in office 3 days per week, with quarterly travel to India (optional).
What you'll do:
Design, build, and own the Launch Readiness process end-to-end - establishing the framework, milestones, and governance that don't yet exist today, and scaling it into a durable, org-wide operating model.
Lead and develop a team, setting direction and building out the function's structure and responsibilities.
Work with functional business owners to rapidly assess business needs, define options, and translate requirements into deliverables and timelines.
Develop and manage detailed plans that account for requirements, constraints, dependencies, and resources across cross-functional readiness efforts.
Drive successful execution of deliverables against milestones and objectives while managing scope, schedule, and quality.
Provide structure and process without compromising execution speed.
Work within a matrixed organization across cross-functional teams at Freshworks to execute and deliver against the plan.
Aggregate, organize, and communicate program and project status to internal stakeholders and leadership, up to executive and board level.
Leverage change management best practices to drive adoption of the launch process org-wide, embedding it as the standard operating model across teams.
Leverage AI and automation to scale the process and streamline reporting, reducing manual overhead across cross-functional teams.
Manage risk proactively, partnering with colleagues to ensure the right decisions happen at the right time and plans adjust intelligently as goals and requirements shift.
Qualifications
What you'll need to succeed:
8-10 years of operations and program/project management experience, with the readiness to build, lead, and develop a team.
Proven experience standing up a new process or program from scratch, plus business change management experience.
Self-starter who thrives on ambiguity and is relentless about clearing obstacles with a resourceful, creative approach to problem-solving.
Proven ability to operate effectively and autonomously with only high-level direction.
Exceptional verbal and written communication skills - able to flex between individual contributors and executives, technical and non-technical audiences.
Sharp attention to detail balanced with the ability to distill large amounts of information into the essentials.
Strong people skills, with a distinctive ability to motivate and align both direct reports and cross-functional partners, including those outside a formal reporting line.
Excellent negotiation, conflict management, and resolution skills; able to diplomatically drive teams to resolution.
High energy, positive attitude, and adaptability to the changing needs of the business.
Bachelor's or equivalent required; MBA or equivalent strongly preferred.
Additional Information
Please note this is a hybrid role with onsite expectations of 3x/week (Tues - Thurs) from our San Mateo, CA headquarters.
The annual base salary range for this position is $203,000 - $251,000. This role is also eligible for a target bonus.
Compensation is based on a variety of factors, including but not limited to location, experience, job-related skills, and level.
Freshworks offers multiple options for dental, medical, vision, disability, and life insurance. Equity + ESPP, flexible PTO, flexible spending, commuter benefits, and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.
About Freshworks
Freshworks is a cloud-based customer engagement software company that provides businesses with a suite of products to enhance their customer experience. The company's products include Freshdesk, Freshservice, Freshsales, Freshcaller, and Freshchat. Freshworks was founded in 2010 and is headquartered in San Mateo, California.
