Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM).
Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.
Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship.
We are seeking a seasoned leader to join our team and lead our ongoing operations, near-term operational improvements and longer-term TA strategies.
Responsibilities:
Capacity and Capability
Manage FTE and CW TA capacity model and roster connected to HC plans and expected exit rates to deliver correct level of support to the business in a dynamic environment; measure actuals vs expected each quarter and recommend adjustments to capacity as needed
Drive recruiter enablement through the centralization of communications content, training materials, and through tools optimization with a customer-first mindset
Data and Insights
Collaborate with Analytics COE and develop our TA Analytics Roadmap and Deliverables to ensure decisions are made with data and in pursuit of operational excellence; measure TA productivity, time, quality, diversity, CSAT, etc. at individual and function level
Automate and deliver regular reporting and analysis to key stakeholders
Initiatives Roadmap
Develop and manage our TA Annual Initiatives calendar and project teams, overseeing deliverables in partnership with TA leadership team, make us all GREAT at delivering and driving improvement in our efficiency and effectiveness
Oversee delivery of Global Talent Brand deliverables
Oversee the development and re-launch of Global Talent Marketplace (to replace IJP program)
Oversee execution of Recruitment Scheduling support model, leveraging RC team for both excellence in candidate and interviewer experience and additional capabilities for driving our TA initiatives
Play the 'change agent' and lead transitions at scale, partnering with the HR CoEs as needed
Ongoing Operations
Support workforce planning efforts, company-wide in partnership with MGMT, HRBP Leaders and Finance. Develop build/borrow/buy hiring model for ease of deployment and optimize ROI
Oversee budget and vendor management to support right tooling and right coverage for the global team
Develop our TA tech stack through planned integrations and AI enablement
Enhance and develop new tools, solutions, and TA workflows to improve efficiency and scalability across regions and functions. Identify and mitigate potential risks or gaps in the processes
Be a strategic partner to HROps, Finance and HRBPs in position management and workflow optimization
Act as the key TA stakeholder in maintaining compliance with regional/global regulations, supporting adjustments in process and practices as needed
12 years+ in Recruiting Operations or Recruiting Delivery leadership, must understanding full cycle recruiting or have otherwise highly transferable skills and domain expertise
Inspirational leader and strong collaborator and communicator with an ability to work in a global/matrixed environment
A leader who aspires to achieve operational excellence and embraces the view that ‘better never ends’
A critical thought leader who can turn ideas into action, the ability to drive new and change programs around the world. Experience implementing systems and processes to support smooth and efficient day-to-day recruiting operations, and making data driven strategic recommendations
Proven experience optimizing people, process and tech to achieve business and operating objectives. Deep understanding of recruiting systems and platforms (ATS, HRIS…) and how best to achieve full optimization and adoption
A keen interest in data and a point of view around how data should be used and interpreted. Analytical experience developing and refining recruiting-related reporting, and analytics
A natural and intentional developer of talent, someone who wants to see each team member deliver their best and is personally committed to delivering programs to enable that. Strong project management skills and experience
Commitment to inclusive leadership
At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.