Customer Engagement Operations Lead

Company Description

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM). 

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship.

Job Description

We are seeking a highly organized and detail-oriented Project Manager with 3-4 years of experience to support the operational processes across our Freshworks Customer Engagement Team. The ideal candidate will be responsible for ensuring the successful planning, execution, and delivery of key initiatives related to the Customer Engagement portfolio and improve internal efficiencies. This role requires strong collaboration skills, attention to detail, and the ability to manage multiple projects simultaneously.

Key Responsibilities:

• Lead and manage cross-functional projects to optimize processes within the customer engagement team.
• Collaborate with internal teams such as global Customer Engagement team members, PR, IR, Customer Success, Marketing, and Product to align on goals and ensure project milestones are met.
• Work closely with the Customer Engagement global team, ensuring effective communication and collaboration across multiple time zones, and manage scheduling to accommodate time zone dependencies.
• Develop detailed project plans, including scope, timelines, and deliverables, to ensure projects are executed on time and effectively.
• Identify potential risks and proactively develop solutions to mitigate them.
• Provide regular project updates to stakeholders and management, highlighting key achievements, issues, and next steps.
• Utilize project management tools and methodologies to track progress, measure outcomes, and report on performance.
• Work closely with the operations and leadership teams to identify opportunities for process improvement.
• Ensure clear communication between teams, facilitating smooth handoffs and ensuring accountability.
• Maintain project documentation, including status reports, meeting minutes, and change logs.

Qualifications

• Bachelor’s degree in Business, Management, or a related field.
• 4-6 years of project management experience, preferably in customer engagement or operations roles.
• Strong understanding of project management methodologies (Agile, Waterfall, etc.).
• Excellent organizational and multitasking skills, with the ability to manage multiple projects simultaneously.
• Strong interpersonal and communication skills, capable of working effectively with diverse teams and in a fast paced environment.
• Experience with project management tools (e.g., Hive, Trello, or equivalent).
• Proficiency in Google Suite (Docs, Sheets, Slides, etc.) or similar software.
• PMP or other project management certification is a plus but not required.
• Experience working in customer-centric environments and operational process improvements is highly desirable.

Key Competencies:

• Problem-solving mindset with a strong attention to detail.
• Proactive and self-motivated with the ability to work independently.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Strong analytical skills with the ability to translate data into actionable insights.
• Leadership abilities, with a focus on collaboration and team engagement.

Additional Information

This role is based in the Seattle Metro Area, and the expected base salary range for this position is as shown below. The actual base pay is dependent upon a variety of job-related factors such as professional background, training, work experience, business needs and market demand. Therefore, in some circumstances, the actual salary could fall outside of this expected range. This pay range is subject to change and may be modified in the future. This role is also eligible for a target bonus.

Compensation Package

$122,700-$130,000 USD Base Salary + Variable Compensation (where applicable)

Please note this is a hybrid role that requires an in-office presence 3 days/week (Tuesday-Thursday).

Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Equity + ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

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.