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 or 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, our communities and our business.

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 affordable, quick to implement, and designed software for the end-user. More than 50,000 companies -- from startups to public companies -- worldwide use Freshworks software-as-a-service to enable a better customer experience (CX, CRM) and employee experience (ITSM, HRSM).

Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve customers, including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.

Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).

The Global Talent Management team is looking for a Manager, Workforce Planning to lead our in-house WFP operations, building capabilities and alignment among HR Centers of Excellence (COEs) as we scale. This person will be in charge of continuously improving our planning efforts, making build vs. buy decisions, prioritizing delighting our employees through retention and development efforts, which in turn will delight our customers. You will work on end-to-end WFP processes for implementations, assist with maintenance and improvements of workforce management tools, and provide analytical support to the senior leadership team. You will also oversee Freshworks’ talent pipeline programs, and align to the overall WFP strategy.

You will report to the Director, Organizational Development to align WFP to Organization Design, Organizational Change Management, DEI, Future of Work (FOW) and other emerging talent practices. You will seek to understand strategic business objectives, which will feed into building accurate demand forecasts and recruiter resourcing decisions. Your work has a direct link to the Freshworks’ growth and transformation over time.

Key Responsibilities

• Lead and empower workforce planning partners and stakeholders to become the flexible and reliable partner our business leaders need.

• Oversee FW pipeline programs and align to WFP strategy

• Become a strategic partner across HR COEs and business leadership to plan and set up the right talent strategy in the short, medium, and long term.

• Upskill HRBPs on agile, evidence-based workforce planning methodologies.

• Continuously improve our processes and tools, adjusting to what’s needed to scale at the same pace that Freshworks grows.

• Collaborate with both internal resources and outsourced vendor management to confirm that staff schedules and forecast accuracy and delivery meets the needs of the business

• Identify requirements for Human Resources frameworks and tools for recruitment, performance management, development, career and succession planning, compensation and benefits, diversity, employee on- and off-boarding, and retention of talent, within an important area of responsibility to meet business needs. 

• Generate and use performance data and analysis to propose improvements, generating cost efficiencies and enabling a culture of thoughtful planning.

• Analyze drivers of significant forecast misses to continuously improve forecasting.

• Assess technology needs to support our global workforce management and capacity planning needs.

• Meet with senior leadership to present key findings, clearly communicate challenges, and offer suggestions for resolution.

• Specify the design and manage development and implementation, ensuring compliance with external requirements and integration with the broader HR policy framework.

• Stay abreast of the business development pipeline in order to alter and/or adjust workforce plan to meet operational readiness, meet business objectives, and effective go-live of programs

• Act as subject matter expert in an area of technology, policy, regulation, or operational management for the team. Maintain external accreditations and in-depth understanding of current and emerging external regulation and industry best practices through continuing professional development, attending conferences, and reading specialist media.

• Ability to solve new problems with new solutions.

• Orientation to the goal, and takes urgent action to achieve it.

• Track record of meeting goals, and success in cross-functional projects.

• Combination of detail-focus and big-picture thinking.

• Provide a scalable, outstanding customer experience.

• Outstanding verbal and written communication skills and ability to present ideas and gain consensus.

• Strong problem-solving skills, self-motivation, and the capacity to work under tight deadlines in a fast-paced, global environment, where multitasking is expected.

• Possess a strong intellectual curiosity and demonstrate analytical skills with the ability to collect, organize, analyze, and disseminate information with attention to detail and accuracy.

• 8+ years of professional leadership experience.

• 5+ years of experience forecasting for customer demand or within workforce planning.

• Experience of planning and managing resources to deliver predetermined objectives as specified by more senior managers (Over 3 years to 6 years).

• Start-up experience.

• Master's Degree or Equivalent Level.

Preferred Qualifications

• Highly effective and efficient in ambiguous situations.

• Experience working with and drawing insights from raw data & data visualizations.

• Solid understanding of people metrics with ability to explain the data insights to business partners.

• HR Business Partner experience.

• People Management experience.

• SaaS industry experience.

• Experience at a global organization.

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 or 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, our communities and our business.
 

Summary of Freshworks Benefits:
Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Flexible PTO + paid time off, flexible spending, commuter benefits, work from home, and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

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.