Senior Director - Business Execution

Freshworks; San Mateo; On-site; PHP 15,113,000 - 18,670,000; Full time

Benefits offered by this job

Dental, medical, vision, disability &

Equity + ESPP

Flexible PTO

Flexible spending

Commuter benefits

Wellness benefits

Adoption and parental leave

Job summary

Freshworks is seeking a senior customer-experience transformation leader within Global Customer Services to partner with the VP and shape a world-class CX transformation. The role designs operating rhythms, governance, and planning for a ~500-person global team spanning Professional Services, Support, CS, Education, Adoption, and VoC.

The role bridges services with Product and Engineering to improve in-product experiences while driving adoption and operational efficiency, acting as the VP's

Qualifications

• 12+ years of experience in customer experience, SaaS operations, strategic planning, or transformation execution roles.
• Customer experience domain knowledge across Professional Services, Support, CS, Education, Adoption, and VoC.
• Strategic planning & program execution - synthesize priorities into one roadmap and governance.
• Vision and executive communication to customers and internal stakeholders
• Cross-functional influence without direct authority; driving execution with Finance, HR, Product and Sales
• SaaS/business acumen - NRR, ARR, retention, and gross margin alignment with services

Responsibilities

• Drive end-to-end transformation initiatives bridging support and services with product efficiency and customer success.
• Own the process for setting GCS priorities and goals across functions, linking post-sales success with in-product improvements.
• Author high-impact communications including ELT materials and team-wide messaging.
• Maintain a live portfolio view of active GCS transformation initiatives with clear owners.
• Scale the VP's reach by acting as proxy in cross-functional forums to accelerate decisions.
• Run operating rhythm and governance to ensure on-track execution.

Skills

Leadership

Strategic planning

Cross-functional collaboration

Executive communication

SaaS operations

Job description

• Compensation: USD 245140 - USD 302820 - yearly

Company 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

This role is the lead execution and strategic engine of the customer experience transformation initiatives across Freshworks' Global Customer Services (GCS) organization. This role partners directly with the VP of GCS to build and execute a world-class vision for customer experience transformation. Following GCS's recent consolidation under a unified ‘From Go-Live to Growth’ mission, the role designs and operates the operating rhythm, governance frameworks, and strategic planning processes for a ~500-person global team spanning Professional Services, Support, Customer Success, Education, Adoption, and Voice of the Customer.

This is a high-leverage role for an inspirational leader who serves as a scale function for the global leader, bridging the services organization with Product and Engineering to align in-product improvements with operational efficiency, while championing Customer Success strategies that secure lasting adoption. The role does not manage a functional silo directly, but holds delegated authority to drive execution across the GCS leadership team, eliminate executive bottlenecks, and represent the VP in cross-functional forums with Sales, Finance, HR, and Product.

What This Role Owns

• Cross-Functional Transformation Programs: Drives end-to-end execution on high-priority initiatives that bridge support and services with product efficiency and customer success strategy. Partners with functional leads and stakeholders (Finance, HR, Product, Sales) to clear roadblocks and accelerate milestones.
• Strategic Planning & Product-Services Alignment: Owns the process for setting GCS's priorities and goals across all functions. Synthesizes leadership input into one cohesive roadmap linking post-sales success with in-product improvements and adoption tracks.
• Executive Communications & Voice of GCS Transformation Progress: Supports and frequently authors high-impact communications, including ELT materials and team wide messaging.
• Organizational Single Source of Truth: Maintains a live portfolio view of every active GCS transformation initiative with clear owners and velocity.

Role Goals

• Executive Leverage & Scale: Scales the VP's organizational reach as a trusted proxy in cross-functional forums, accelerating decisions and removing bottlenecks.
• Transformation Velocity: Drives timely execution of critical cross-functional initiatives.
• Operational Discipline & Governance: Runs operating rhythm and follow ups to ensure execution is on track.

Qualifications

• 12+ years of experience in customer experience, SaaS operations, strategic planning, or transformation execution roles, ideally with exposure to Customer Success, Support, or Professional Services organizations.
• Customer experience domain knowledge - operating model fluency across Professional Services, Support, CS, Education, Adoption, and VoC, including how in-product changes affect the end-to-end customer experience
• Strategic planning & program execution - synthesizing functional priorities into one roadmap and running the governance/milestone tracking to actually deliver it
• Vision communication - articulating and evangelizing the CX transformation vision to both customers and internal stakeholders
• Executive communication & judgment - ELT-level narrative writing, plus knowing when to decide vs. escalation as the VP's proxy
• Cross-functional influence without authority - driving execution through Finance, HR, Product, and Sales peers who don't report to you
• SaaS/business acumen - fluency in NRR, ARR, retention, and gross margin, and how services economics tie to them

Additional Information

The annual base salary range for this position is $245,140 — $302,820 USD.

Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Bonus/equity may be available.

• 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 have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.