Role OverviewThis role is the lead execution and strategic engine of the customer experience transformation initiatives across Freshworks' Global Customer Services (GCS) organization. The role partners directly with the VP of GCS to build and execute a world-class vision for customer experience transformation. 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.
What You Will Do
The role owns cross-functional transformation programs, strategic planning & product-services alignment, executive communications & voice of GCS transformation progress, and maintains a live portfolio view of every active GCS transformation initiative with clear owners and velocity.
Why It Might Be a Fit
The role requires 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.
Requirements
- 12+ years of experience in customer experience, SaaS operations, strategic planning, or transformation execution roles
- Customer experience domain knowledge
- Strategic planning & program execution
- Vision communication
- Executive communication & judgment
- Cross-functional influence without authority
- SaaS/business acumen
Benefits
- Annual base salary range: $245,140 — $302,820 USD
- Bonus/equity may be available
- Multiple options for dental, medical, vision, disability and life insurances
- Equity + ESPP
- Flexible PTO
- Flexible spending
- Commuter benefits
- Wellness benefits
- Adoption and parental leave benefits
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