Senior Director - Business Execution

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There’s another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency.

And, over 4,500 Freshworks employees make this possible, all around the world.

Fresh vision. Real impact. Come build it with us.

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There’s another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency.

And, over 4,500 Freshworks employees make this possible, all around the world.

Fresh vision. Real impact. Come build it with us.

This role is the lead execution and strategic engine of the customer experience transformation initiatives across Freshworks' Global Customer Services (GCS) organization. This role partners directly with the VP of GCS to build and execute a world-class vision for customer experience transformation. Following GCS's recent consolidation under a unified ‘From Go-Live to Growth’ mission, the role designs and operates the operating rhythm, governance frameworks, and strategic planning processes for a ~500-person global team spanning Professional Services, Support, Customer Success, Education, Adoption, and Voice of the Customer.

This is a high-leverage role for an inspirational leader who serves as a scale function for the global leader, bridging the services organization with Product and Engineering to align in-product improvements with operational efficiency, while championing Customer Success strategies that secure lasting adoption. The role does not manage a functional silo directly, but holds delegated authority to drive execution across the GCS leadership team, eliminate executive bottlenecks, and represent the VP in cross-functional forums with Sales, Finance, HR, and Product.

• Cross-Functional Transformation Programs:
  Drives end-to-end execution on high-priority initiatives that bridge support and services with product efficiency and customer success strategy.…