Job
Description
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. Job Description We are seeking a proactive and detail-oriented NPI (New Product Introduction) Program Manager to lead cross-functional program execution for new product and feature launches. This mid-career role will coordinate efforts across multiple functions such as Product, Engineering, IT, Finance, Enablement, Marketing, and Support to ensure a smooth and successful go-to-market launch. Ideal candidates will bring strong program management experience, a passion for operational excellence, and a strong understanding of go-to-market processes. Key Responsibilities ● Support and manage end-to-end planning and execution of NPI programs from concept through launch and early post-launch adoption. ● Drive alignment across all stakeholder functions such as Product, Engineering, IT, Finance, Marketing, Sales, Enablement, and Support to ensure readiness for launch. ● Create and manage detailed project plans, timelines, risks, and dependencies across workstreams. ● Coordinate development of GTM collateral, sales enablement content, internal training, and support documentation. ● Facilitate stakeholder meetings, launch reviews, and go/no-go checkpoints to drive timely decision-making. ● Monitor execution progress and provide clear status updates and escalations to leadership and cross-functional stakeholders. ● Collaborate with Product Marketing and Enablement teams to deliver impactful launch messaging, demos, and rollout plans. ● Partner with Support and Customer Success to prepare internal teams and resources for customer inquiries and adoption. ● Identify and implement process improvements to optimize launch efficiency and cross-team coordination. Qualifications ● 5–7 years of experience in program management, product operations, or go-to-market roles within a tech or SaaS organization. ● Proven ability to manage complex, cross-functional projects with multiple stakeholders and competing priorities. ● Strong project management skills with fluency in tools like Smartsheet, Jira, or equivalent. ● Excellent communication, collaboration, and stakeholder management abilities. ● Familiarity with Agile development processes, go-to-market readiness, and product lifecycle management. ● Bachelor’s degree in Business, Engineering, Marketing, or related field (MBA a plus). Preferred Skills ● Experience supporting product enablement, internal training, and support readiness initiatives. ● Understanding of pricing, packaging, and product tiering strategies. ● Ability to operate independently while driving accountability across stakeholders. ● Experience working with global or distributed teams. Additional Information 1. Core Program & Project Management End-to-End Program Planning Detailed Project Management Risk & Dependency Management Process Improvement 2. Cross-Functional Leadership & Influence This is crucial as the role relies on leading teams they don't directly manage. Driving Alignment between key functions (Product, Engineering, IT, Finance, Marketing, Sales, Support) Facilitation Skills: Effectiveness at running meetings, especially critical ones like launch reviews and go/no-go checkpoints, to drive timely decisions Accountability without Authority 3. Communication & Stakeholder Management This evaluates how they manage information flow and relationships. Executive Communication Escalation Management: Managing Competing Priorities 4. Personal Attributes This helps determine if they are a good cultural and operational fit. Proactivity & Independence Operational Excellence Collaboration 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. Show more Show less
