Senior Director - Business Execution

Freshworks
San Mateo
Workplace: HybridFull timeUSD 245,140 - 302,820 annuallyFunction: Executive & General ManagementExperience: 12+ yearsSkills: ["Cross-functional influence","Executive communication","Strategic planning","Judgment","Operational discipline"]

Lead the execution and strategic planning behind Freshworks’ Global Customer Services customer experience transformation. Partnering with the VP of GCS, you’ll design operating rhythms, governance frameworks, and a unified roadmap that aligns Professional Services, Support, Customer Success, Education, Adoption, and Voice of the Customer. Drive cross-functional milestones, maintain a single source of truth for transformation initiatives, and serve as the VP’s trusted proxy in forums with Product, Engineering, Sales, Finance, and HR.

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Freshworks
Freshworks
1 day ago

Senior Director - Business Execution

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Job Summary

Lead the execution and strategic planning behind Freshworks’ Global Customer Services customer experience transformation. Partnering with the VP of GCS, you’ll design operating rhythms, governance frameworks, and a unified roadmap that aligns Professional Services, Support, Customer Success, Education, Adoption, and Voice of the Customer. Drive cross-functional milestones, maintain a single source of truth for transformation initiatives, and serve as the VP’s trusted proxy in forums with Product, Engineering, Sales, Finance, and HR.
Location: San Mateo
Workplace: Hybrid
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Director level

Key Responsibilities

  • •Drive end-to-end execution on high-priority transformation initiatives bridging support and services with product efficiency and customer success strategy.
  • •Own the process for setting GCS priorities and goals and translating leadership input into a cohesive roadmap linking post-sales success with in-product improvements and adoption.
  • •Run operating rhythm, governance frameworks, and follow-ups to keep execution on track and drive timely milestones.
  • •Maintain a live portfolio view of active GCS transformation initiatives with clear owners and velocity.
  • •Support and frequently author executive communications, including ELT materials and team-wide messaging on transformation progress.

Pay and Benefits

Salary: USD 245,140 - 302,820 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionDisability InsuranceLife InsurancePaid LeaveFlexible SpendingCommuter BenefitsWellness StipendAdoption LeaveParental LeaveEquityEspp

Key Requirements

  • •12+ years of experience in customer experience, SaaS operations, strategic planning, or transformation execution roles, ideally with Customer Success, Support, or Professional Services exposure.
  • •Customer experience domain knowledge across Professional Services, Support, Customer Success, Education, Adoption, and Voice of the Customer, including how in-product changes affect end-to-end experience.
  • •Strategic planning and program execution—synthesizing functional priorities into one roadmap and running governance/milestone tracking to deliver.
  • •Executive-level vision communication to internal stakeholders, including ELT materials and team-wide messaging.
  • •Cross-functional influence without direct authority, driving decisions and execution across Finance, HR, Product, and Sales peers.
Experience:12+ yearsCustomer experienceSaaS operationsCustomer SuccessSupportProfessional ServicesVoice of the Customer
Skills:Cross-functional influenceExecutive communicationStrategic planningJudgmentOperational discipline
Languages:English
Tech Stack:SaaS

Company Brief

Freshworks
Provides cloud-based customer engagement, CRM and ITSM software (Freshdesk, Freshservice, Freshsales) that helps businesses manage customer and employee experiences through SaaS products and AI-driven tools.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 500M to 1B
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Mateo, United States
Founded: 2010
Glassdoor
Glassdoor: 3.5
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