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.

As a pivotal individual contributor within the Chief of Staff team, the Program Manager is responsible for driving operational excellence and the seamless execution of strategic initiatives across our global Go-to-Market (GTM) teams, including Marketing, Sales, Customer Success, and Customer Support. This high-visibility role involves working closely with senior leaders across Freshworks to ensure our core business rhythm operates smoothly and that key programs land effectively to deliver maximum impact.

The ideal candidate is a highly organized, collaborative, and communicative professional who thrives in a fast-paced environment and excels at driving complex projects forward. This is a hybrid role based in Chennai, requiring an in-office presence three days per week (Tuesday-Thursday).

Roles & Responsibilities

Strategic Program Execution

• Drive the end-to-end execution and coordination of key cross-functional programs, developing detailed work plans, tracking progress against timelines, and managing dependencies.
  

• Proactively identify, surface, and mitigate potential risks or roadblocks to ensure on-time and successful program delivery.
  

Operational Rhythm & Cadence

• Support and meticulously execute the operational 'rhythm of the business,' including preparing materials for executive reviews and leadership meetings.
  

• Manage meeting agendas, facilitate discussions to meet objectives, and rigorously track follow-up actions to ensure decisions are implemented.
  

Stakeholder Alignment & Communication

• Act as a central coordinator for assigned initiatives, partnering closely with GTM leadership to facilitate communication, align on priorities, and achieve shared goals.
  

• Prepare and disseminate clear, concise, and compelling internal communications, program updates, and status reports for stakeholders at all levels, including senior leadership.
  

Process Optimization & Strategic Initiatives

• Continuously identify opportunities to streamline existing operational processes and contribute to the implementation of program management best practices.
  

• Lead the planning, coordination, and execution of global and regional All Hands meetings and other employee engagement activities to ensure seamless logistics and compelling content.
  

• Provide agile support on various ad-hoc strategic projects, including data gathering, analysis, and presentation development, as directed by the Chief of Staff.
  

Qualifications

Required:

• Education:

• Experience:

• Industry Knowledge:

• Location:

Preferred:

• Certifications:

• Relevant Experience:

Skill Inventory

Program Management & Execution

• Project Planning:

• Risk Management:

• Tracking & Reporting:

• Task Management:

• Agile Methodology:

Communication & Interpersonal Skills

• Executive Communication:

• Stakeholder Management:

• Collaboration:

• Interpersonal Influence:

Analytical & Strategic Thinking

• Problem-Solving:

• Process Optimization:

• Business Acumen:

Professional Attributes

• Adaptability:

• Ownership & Accountability:

• Organizational Skills:

• Cultural Alignment:

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.