Senior Director, Customer Experience Group (CXG) Operations

24 Apr 2024

Vacancy expired!

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 Senior Director Customer Experience Operations to join our growing Customer Experience team in North America. Our CXG team is a 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 a Senior Director Customer Experience Operations, you will get to:
  • Work as a part of the Strategy, Operations, Enablement and IT team, this role requires you to lead and deliver critical cross-functional initiatives and manage operations and strategic initiatives across the entire Customer Experience Group (CXG) by working closely with the Senior Leadership team, product, sales, customer success, professional services, support, expansion sales and marketing functions.
  • Lead the Customer Experience Operations team that spans Customer Success, Expansion, Professional services and Customer Support functions. Head the operations function to set the strategy, develop the plans and run the operations supporting the CXG leadership team.
  • Own the development, implementation, change management, and ongoing scaling efforts of the CXG organization, including the alignment of work across the CXG org to provide our customers with an amazing experience working with Freshworks.
  • Key areas of responsibility will include operational ownership of cross-team alignment of processes, playbook development, measurement and management of churn reduction and customer satisfaction initiatives.
  • Own and deliver high priority initiatives, including business process architecture, org structure, goal/quota setting, incentive design, market segmentation, and strategic planning.
  • Develop and implement regular reporting of key performance metrics including forecasting, churn analysis, and renewals management.
  • Manage churn sales sales forecasting, planning, and budgeting processes in collaboration with Finance. Establish high levels of quality, accuracy, and process consistency.
  • Proactively define and execute projects spanning systems, data management, process automation, and tooling implementation.
  • Managing stakeholder communication across multiple lines of business on operational milestones, strategic & process changes, and escalations.

Work Leadership
  • Be responsible for the development, growth by Leading and managing a team of professionals who will lead operations for various functions/sub functions in CXG.
  • Evaluating the performance of team members and providing feedback to improve their skills and capabilities.
  • Keeping up to date with industry trends and developments, and staying abreast of new products and services from the company and competitors.

People Management
  • Set goals and objectives for the team, and provide coaching and development to team members.
  • Act as a key leader of the Operations team by managing a team of Managers supporting both Global Ops leader for setting up word class Ops team.
  • Work cross-functionally with the wider Freshworks organization (Sales, Solution Engineers, Customer Success, and Customer Support, Product Managers), supporting a diverse team to deliver successful revenue and customer outcomes.
  • Responsible for enabling CXG leaders to deliver the outcomes of customer experience, revenue, and churn in a sustainable way.

Qualifications

  • 12-15 years of work experience in internet, software, and SaaS industries, particularly in operations/strategy role.
  • Strong analytical, problem solving, and reporting skills.
  • Ability to break down ambiguous problems into concrete, manageable components, and think through optimal solutions.
  • Understand complex process and their downstream effects end-to-end and design new processes that scale.
  • Ability to deep dive into trends and anomalies (have a level of professional skepticism about data and pursue the meaning/causation behind results).
Minimum Experience/Education
  • Bachelor's Degree with related field experience. MBA preferred.

Additional Information

California Pay Range: $256,000-300,000+ comprising an annual salary & incentive compensation: You may also be eligible for equity and additional generous company benefits.

Summary of Freshworks Benefits:Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Equity + ESPP, flexible PTO, flexible spending, commuter benefits 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.

  • ID: #49779133
  • State: California Sanmateo 94401 Sanmateo USA
  • City: Sanmateo
  • Salary: USD TBD TBD
  • Job type: Permanent
  • Showed: 2023-04-24
  • Deadline: 2023-06-22
  • Category: Et cetera