Staff Technical Program Manager

About Freshworks

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.

• Collaborate across multiple teams as a linchpin, fostering effective relationships within Product Development and globally diversified matrix teams.
• Facilitate connections between cross-functional squads to ensure transparency, alignment, and influence on roadmap priorities, feature decisions, and engineering processes.
• Manage dependencies of programs/features across diverse teams, scrum teams, functions, and stakeholders.
• Partner closely with product and engineering managers to secure resources, plan efforts, prioritize projects, and drive delivery. Guide teams in iterative improvements and define success metrics where necessary.
• Take ownership of significant or medium-sized programs, managing complex technology projects, defining charters, plan, and driving crisp communication and decision-making.
• Develop a deep understanding of business use cases, customer experience, and technical design approaches. Ensure timely completion of technical and business artifacts, mitigate risks, and guide trade-offs.
• Mentor teams on process improvement methodologies, agile principles, and cross-functional collaboration, fostering sustainable practices and efficiency.
• Identify opportunities for system quality and operational excellence improvements, optimize processes for enhanced efficiency, and lead retrospectives for continuous improvement.
• Make an impact on multiple team goals and program-related metrics, manage meetings effectively, and communicate decisions to senior leadership.
• Develop and execute post-launch support strategies to drive customer value and product adoption, and deliver hands-on contributions through presentations and documentation.
• Assist in recruiting efforts, mentorship, and automation initiatives, and resolve conflicts productively across teams.

• 10-15 years of overall experience with 5+ years in Technical Program or Technical Product Management, particularly in SaaS and Cloud Architecture.
• Proficiency in Agile Development, Scrum/Kanban, and SDLC processes, coupled with an engineering background.
• Strong foundation in software development methodologies and best practices, coupled with a proactive and results-oriented attitude.
• Ability to work and communicate effectively with senior management, building trust, credibility, and influencing stakeholders.
• Excellent oral, written, and presentation skills, with the ability to articulate complex issues clearly to technical and non-technical audiences.
• Adaptable to dynamic environments, with strong analytical skills and proficiency in project management tools such as MS Office/G-suite, Confluence, and Jira.

All your information will be kept confidential according to EEO guidelines.

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.