Global CX Transformation & Execution Leader

Freshworks; San Mateo (CA); On-site; USD 245,000 - 303,000; Full time

Benefits offered by this job

Equity + ESPP

Flexible PTO

Wellness benefits

Parental leave

Dental, medical, vision insurance

Job summary

Freshworks in the United States seeks a senior leader to drive customer experience transformation across Global Customer Services, partnering with the VP to shape a world-class vision for a ~500-person global team spanning Professional Services, Support, Customer Success, Education, Adoption, and Voice of the Customer.

This role serves as a scale function for the VP, aligning with Product and Engineering to drive in-product improvements, championing customer success strategies, and representing

Qualifications

• Leads CX transformation initiatives and scale programs across global teams.
• Executive communication and governance experience.
• Experience coordinating across Finance, HR, Product and Sales.

Responsibilities

• Drives end-to-end transformation programs bridging support, services and product efficiency.
• Owns governance and milestone tracking to deliver on roadmap goals.
• Authors communications for ELT materials and team messaging.
• Maintains a single source of truth for active transformation initiatives.

Skills

Lead transformation

Executive communications

Cross-functional influence

SaaS operations

Strategic planning

Voice of the Customer

Customer success

Job description

Freshworks in the United States seeks a senior leader to drive customer experience transformation across Global Customer Services, partnering with the VP to shape a world-class vision for a ~500-person global team spanning Professional Services, Support, Customer Success, Education, Adoption, and Voice of the Customer.

This role serves as a scale function for the VP, aligning with Product and Engineering to drive in-product improvements, championing customer success strategies, and representing