Manager - Web Operations

Freshworks is seeking a growth-minded, empathetic Engineering Manager to lead our Digital Marketing engineering team. In this strategic leadership role, you will exemplify servant leadership by empowering your team and prioritizing their success. The ideal candidate is a strong people manager (not an individual contributor) who excels at coaching and developing talent. You will drive innovation and collaboration in a fast-paced marketing environment, focusing on quality, efficiency, and modern engineering practices rather than hands-on coding. This role offers the opportunity to shape our web and digital marketing platforms using AI-driven optimizations to streamline workflows and achieve outstanding results.

Key Responsibilities

• Team Leadership & Development: Manage and mentor a high-performing team of engineers within the Digital Experience group. Provide regular coaching, feedback, and professional development opportunities to help individuals grow in their careers. Focus on people management over coding, ensuring that each team member is motivated and supported.

• Strategic Direction: Define the technical vision and engineering roadmap for digital marketing initiatives (e.g., website development, marketing automation tools, content publishing systems). Align the team s goals with broader marketing and business objectives, and communicate direction clearly.

• AI-Driven Workflow Optimization: Identify and implement opportunities to leverage AI and automation in our engineering and publishing workflows. For example, use AI tools to improve code quality (automated code reviews, testing), optimize content publishing pipelines, personalize experiences, and enhance deployment processes for greater efficiency and reliability.

• Quality & Modern Practices: Uphold a high standard of engineering excellence. Training and enabling establishment of modern engineering best practices - including code reviews, automated testing, continuous integration/deployment (CI/CD), and performance optimization - to ensure our digital platforms are robust, scalable, and secure. Emphasize quality and efficiency in every project.

• Cross-Functional Collaboration: Work closely with cross-functional teams in Marketing, Design, Content, and Product to deliver integrated solutions. Translate marketing needs into technical requirements, and ensure the engineering team delivers features that drive growth (e.g., SEO improvements, analytics instrumentation, A/B testing frameworks). Facilitate open communication and collaboration between engineers and non-technical stakeholders.

• Project & Stakeholder Management: Oversee planning and execution of multiple projects and initiatives in the digital marketing domain. Prioritize the team s workload, set realistic timelines, and manage resources effectively. Keep stakeholders informed on progress, and proactively address risks or blockers to meet business deadlines.

• Continuous Improvement: Cultivate a culture of continuous improvement and innovation. Encourage the team to explore new technologies (such as emerging web frameworks or AI services) and refine processes. Regularly review and refine engineering workflows and team rituals (stand-ups, retrospectives) to improve productivity, morale, and outcomes.

• Technical Oversight (Non-Hands-On): Provide technical guidance and oversight on architecture and design decisions without micromanaging or doing all the coding yourself (although fun efficiency projects are welcome areas to spend time on, too!) Empower senior engineers on the team to own technical solutions, while you ensure alignment with best practices and company standards. Step in to resolve critical technical conflicts or decisions, but primarily act as a coach and facilitator rather than an individual contributor
  Qualifications

• Leadership Experience: 8+ years in software engineering, including 2-4+ years in an engineering leadership/management role. Proven track record of managing and growing engineering teams, preferably in a web develop