Senior Director, Customer Experience Group (CXG) Operations

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 LeadershipBe 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 ManagementSet 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.