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 Digital Product Management function at Freshworks is a critical part of our mission to create a consumer-like, customer-centric ecosystem of web properties and integrated digital experiences. Reporting to the Senior Director of Digital & Web Experience, you’ll oversee our digital and web experience product roadmap, directly managing the highest priorities. Partnering with strategy, design, and development leaders, you lead the transformation of our web technology stack, user experience, and digital design system.
 

Role and Responsibilities:

• Oversee digital and web experience roadmap for Freshworks leveraging lean portfolio management practices 

• Build and lead a team of product managers and business analysts to operationalize processes and business activities in support of continuous delivery 

• Standardize program management process and documentation including briefs, status reports, timelines, and workback schedules

• Establish and enforce processes for digital experience project intake, prioritization, planning and product management 

• Drive product strategy for high-priority digital and web initiatives involving cross-functional teams

• Continually optimize interlocks across design and development sprint cycles against key milestones in the digital roadmap

• Facilitate workshops and discovery to drive customer-first requirements for digital projects

• Build communication plans, decks, wikis, and emails to communicate on key digital initiatives to cross-functional, executive, and impacted stakeholders 

• Conduct regular meetings to align teams, assess status, and remove blockers 

• Partner with program and project managers on briefs, status reports, timelines, and workback schedules 

• Partner with digital leaders to scope efforts and forecast resourcing for high-level projects

• Lead translation of business and project requirements and into Epics and User stories, facilitated through our agile project management software

• Provide direction and support to project team members, tracking deliverables and progress, while monitoring changes to the project scope and timelines, logging and escalating issues to management as needed

• Optimize workflows between Digital and Web experience, and brand, marketing, or other teams to deliver better outcomes, faster

• Evangelize and continually evolve the digital and web experience roadmap to deliver the most essential outcomes for the company

• 10+ years professional experience managing large digital and web projects in global and matrixed environments

• Experience managing other product managers or business analysts 

• Specific experience leading digital technology projects involving web content management systems, digital assessment management systems, translation automation, personalization, chat integration, or enterprise website redesigns

• Deep experience working with brand, marketing, design, and development teams

• Shareable examples of complex digital projects and initiatives that were led to completion and success

• Exceptional management skills needed to orchestrate a program across diverse stakeholders: communication, leadership, facilitation, negotiation and influencing

• Excellent organizational and project management skills, PMP preferred but not required

• Agile project and/or program management experience, certifications a plus but not required

• Strong analytical skills and specific experience with Google Analytics, Data Studio, or Microsoft BI a plus

• Proficient with Microsoft Office, Google Suite, Miro or other documentation software

• Experience managing projects in software like Freshservice, Jira, or Hive

• Executive presentation, speaking, and communication skills

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.