Vice President - Product Strategy, Chief of Staff

Company Description

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).

Job Description

Our employees are a true differentiator for Freshworks. We continue to grow at a rapid pace and are on the lookout for a Vice President - Product Strategy and Chief of Staff in North America.  Our Product team is an incredibly diverse and talented team, who strives to help our customers achieve their goals while creating “wow” moments. We have a lot of fun doing that as well! As Vice President - Chief of Staff, Product Strategy, you will oversee strategic business initiatives, from development through successful execution, under the guidance of executive leadership.  Assist and communicate with executives in decision-making, program management, and initiative implementation.  Design and/or review, and execute improvements to organizational structure; find knowledge and skills gaps and help address them.  Finally, improve current processes and optimize organizational procedures for efficiency and productivity.

As Vice President - Product Strategy and Chief of Staff, your primary responsibilities include:

• Serve as liaison with BU Leaders and CPO regarding company climate, project updates, proposals, and planning.

• Develop and build on relationships with all employees for increased efficiency and responsiveness of existing operations, and help define new operational strategies by working with CPO and other executives on special projects.

• Usability / Design:  Design-and-user-experience informed perspective across products.  Act as the voice of the customer. Enable product-led-growth.

• Market Research:  Solid understanding of different markets across multiple business units.  Spot market / growth trends.  Focus on customer's purchasing behaviors.  Input channel to long-term product strategy.

• Product Analytics:  Drive telemetry, feature usage/adoption.  Partner to BU Leaders and product managers to make better informed decisions.

• Pricing:  Including strategy and rollout to GTM, Customers.

• Program Operations:  Project management of big/strategic initiatives; meetings cadence; standardize communications; streamline product launch plans.

• Strategic Support: Pre-work for board meetings, earnings, Refresh.

• Primary point of contact for various teams as the product roadmap SME.  Work with product, operations, marketing, and engineering teams to influence and shape the product strategy and roadmap, drive change for key issues, and prioritize product change requests based on issue volume, members impacted, revenue impact, and other relevant metrics.  

• Collaborate closely with product and design teams to ensure operational team processes are factored into new product development plans and designs, and to integrate solutions to identify user experience issues in upcoming versions.  

• Initiate and drive internal initiatives/results that up-level the Product Operations organization’s processes, technology, and ability to deliver a best-in-class customer experience.

Qualifications

• 8+ years working experience in program or project management, product operations, consulting, or operations role that worked closely with product, GTM, and engineering teams.

• Strong validated experience with leadership, business insight, problem-solving, critical thinking, and analytical abilities.

• Strong sense of ownership and accountability for program success.

• Shown experience working in a complex, multiple BU environment, handling multiple stakeholders.

• Solid experience in high growth, highly scaled SaaS environment.

• Exceptional organizational and project management skills. Attention to detail.

• Demonstrated ability to lead and coordinate cross-functional work teams toward task completion.

• Experience working on a cross-functional team to solve business & tech problems.

• Solid verbal, written, presentation and interpersonal communication skills.

Additional Information

The annual base salary range for this position is between:  $255,000—$425,000 USD
Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Bonus/equity may be available

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.