Manager - Order Management (US Shift)

There’s another option. Freshworks. With a fresh vision for how the world works.

The Opportunity:

As Manager – Order Management, you’ll be a key driver on the Business Desk team, directly impacting growth by partnering across the business to streamline contract workflows, structure complex deals, and scale operations. You’ll lead a high performing order management team and help evolve processes and systems that support our next stage of growth.

In this highly visible cross-functional role, you’ll work closely with leaders in Go-to-Market, Deals Desk, Billing, Finance, and beyond to plan, build, and maintain business solutions that drive efficiency, ensure compliance, and support scalability across the Order-to-Cash lifecycle.

This is a hands-on leadership opportunity for someone who thrives in fast-paced, high-growth environments and knows how to bring clarity to complexity. The role is based in Chennai on a hybrid schedule (three days per week in-office) and reports to the Director of Deals Desk and Order Management.

What You'll Do:

• Manage a team of order management professionals, including a team lead and individual contributors.
  

• Develop, mentor, and retain top talent within the order management team.
  

• Ensure accurate capture of customer requirements on order forms, including licenses and add-ons, and verify alignment with contracted terms.
  

• Oversee timely and error-free completion of order processing tasks to meet daily and month-end/quarter-end deadlines.
  

• Implement and maintain a robust quality control process focused on error prevention and continuous improvement.
  

• Ensure compliance with internal policies, SOX requirements, and all relevant operational controls.
  

• Collaborate with internal and external stakeholders on deal structuring, order-related issues, and process improvements.
  

• Drive process automation and operational efficiency across all order management activities.
  

• Support cross-functional alignment by streamlining workflows between Order Management, Deals Desk, and Billing teams.
  

• Lead or contribute to projects that enhance systems and reporting, including dashboards, analytics, and performance metrics.
  

Qualifications

What We’re Looking For:

• Overall experience of 10+ years with at least 2 years of experience leading teams in Deal Desk, Order Management, Sales Operations, or Renewals.
  

• A natural collaborator who thrives partnering with U.S. based sales teams and cross-functional stakeholders at all levels.
  

• Hyper-organized with razor-sharp attention to detail — nothing gets past you.
  

• Able to stay cool under pressure and solve problems fast in a deadline driven environment.
  

• Strong communicator across the board: written, verbal, and presentation.
  

• Comfortable navigating CRM systems and CPQ tools (DealHub experience = major advantage).
  

• Bachelor’s degree required.
  

• Experience in SaaS? Even better.
  

• Willing to work in US Shift (7 pm to 4 am).
  

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.