Senior Director, CX Transformation & Execution

Freshworks; California (MO); On-site; USD 245,000 - 303,000; Full time

Benefits offered by this job

Dental Insurance

Medical Insurance

Vision Insurance

Disability Insurance

Life Insurance

Equity + ESPP

Flexible PTO

Flexible Spending

Commuter Benefits

Wellness Benefits

Adoption Leave

Parental Leave

Job summary

Freshworks is seeking a senior leader to drive customer experience transformation across its Global Customer Services (GCS) organization. You will partner with the VP to design governance, planning, and the operating rhythm for a ~500-person global team spanning Professional Services, Support, Customer Success, Education, Adoption, and Voice of the Customer.

The role champions in-product improvements aligned with operational efficiency, while enabling the VP's strategy across Sales, Finance, HR,

Qualifications

• 12+ years of experience in customer experience, SaaS operations, strategic planning, or transformation execution roles.
• Exposure to Customer Success, Support, or Professional Services is preferred.
• Deep knowledge of CX transformation and operating models across services functions.

Responsibilities

• Cross-Functional Transformation Programs: Drives end-to-end execution on high-priority initiatives bridging support and services with product efficiency and customer success strategy.
• Strategic Planning & Product-Services Alignment: Owns the process for setting GCS's priorities and goals and links post-sales success with in-product improvements.
• Executive Communications & Voice of GCS Transformation Progress: Supports and frequently authors 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.

Skills

Executive communication

Cross-functional influence

Strategic planning

Program governance

SaaS operations

Customer experience

Product & Engineering alignment

Job description

Freshworks is seeking a senior leader to drive customer experience transformation across its Global Customer Services (GCS) organization. You will partner with the VP to design governance, planning, and the operating rhythm for a ~500-person global team spanning Professional Services, Support, Customer Success, Education, Adoption, and Voice of the Customer.

The role champions in-product improvements aligned with operational efficiency, while enabling the VP's strategy across Sales, Finance, HR,