Staff - IT Product Manager

Company Description

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.

Job Description

The IT PMO team is a part of the IT organization and is responsible for managing organization-wide program implementations. The team was formed in 2020 with the objective of transforming Freshworks’ business processes and teams and ably assisting them in Program Management functions. PMO Team is looking for skilled and motivated program managers to own new programs impacting the internal stakeholders, enhancing their experience, and driving programs to bring positive change in the business area.

The Program Manager must have excellent program management skills with a strong background in managing stakeholders and influencing them. She/ he has the ability to drive a team towards a goal,  suggest process improvements, standardize our processes and eliminate the root cause of defects within the current systems. This position will require good communication and interpersonal skills while having the ability to work independently in a high-pressure environment and exercise sound judgment where clear guidelines may not exist. The successful candidate will be proficient in solving complex challenges and possess a bias to get things done and deliver results.

Responsibilities

• Initiates, monitors, and directs projects and programs from inception through delivery.
• Develops and ensures adherence to project and program budgets.
• Manage the long-term roadmap, involving stakeholders
• Develop & align project deliverables for milestones into a project plan
• Organizes project-related activities and communications among  Stakeholders
• Manage stakeholders' relationships on a local basis and act as the key escalation point locally for all appropriate programs, projects, and operational performance issues.
• Participates with other senior managers in establishing strategic organizational plans and objectives.
• Directs the activities of team members and is responsible for planning, budgeting, and maintaining costs for a broad functional area.
• Interacts regularly with executives and sets up seamless processes
• Drives strategies to deliver internal stakeholder requirements
• Responsible for management of stakeholder satisfaction, and related reviews and corrective actions.
• Reviews high-level program reports and presentations for management
• Coordinates program activities with the other teams
• Responsible for tracking relevant metrics and driving action items based on results.
• Manage Change requests and Change Management in sync with our change managers

Qualifications

● Good communication, both verbal and written to share updates on issues, operational status, and business drivers with internal and external stakeholders
● 12 to 15 years of experience in project management, with a focus on leading cross- functional teams
● Experience managing ERP / large business applications implementation end to end
● Experience in managing AI based programs and implementations
● Business-focused thinking, an ability to focus on key issues, and a strong hands-on, results-driven mentality.
● Experience in developing business cases and efficiently managing stakeholder communication at a CX level
● Ability to perform ad hoc reporting and analysis as needed.
● Proven experience in effective decision making- Adept in juggling multiple high-priority tasks and delivering within the timelines.

Additional Information

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.