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Senior Program Manager, NPI



San Mateo, CA, USA
Posted on Wednesday, May 15, 2024

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

About the Role

The New Product Introduction (NPI) program management team standardizes the way we launch products. As a member of the NPI team (reporting into the Product Operations at Freshworks), you will lead teams in delivering technical maturity and operational readiness to launch stable, new products. You will be responsible for overseeing the successful planning, execution, and optimization of product launches across our portfolio of solutions. You will collaborate closely with cross-functional teams including Product Management, Revenue Enablement, Marketing, Sales, and Customer Success to ensure seamless and impactful product launches that drive customer adoption and business growth.


  • Work with the Product Managers to develop and implement comprehensive product launch plans, timelines, and strategies to effectively introduce new products and features to the market
  • Run NPI weekly meeting for launches across Freshworks BUs (customer service, IT service management, sales & marketing)
  • Ensure NPI launch processes meet the needs of the GTM organizations (sales, SCs, marketing)
  • Help manage the enablement and onboarding workflows associated with private and public preview features
  • Track the health of each launch and communicate it to relevant audiences. Aggregate and maintain a centralized view of launch tracks across all products and provide a consolidated view of various milestones, classified based on the potential impact of each of these launches
  • Lead teams in conducting launch retros following product launch to capture and communicate important findings for continuous improvement
  • Coordinate cross-functional collaboration and communication to ensure alignment and synergy of launches with departments involved in the product launch process
  • Define and track key performance metrics and success criteria for product launches, providing regular reporting and analysis to stakeholders
  • Surface recommendations to improve the process as we continue to grow. Continuously assess and optimize product launch processes, tools, and methodologies to improve efficiency, effectiveness, and scalability.

Please note this is a hybrid role with onsite expectations of 3x/week (Tue-Thur) from our San Mateo, CA headquarters.


  • 10+ years of technical program/project/relationship management experience working on NPI programs, supporting product launches, or releasing software. Experience leading team meetings, status syncs, and setting up/optimizing operations at scale for complex enterprise products
  • Experience doing NPI with B2B SaaS software is a plus
  • Bachelor's degree in a related field (EE, Computer Science, Computer Engineering, Software Engineering)
  • Experience in leading cross-functional teams to complete projects with multiple dependencies and constraints
  • Experience defining projects, identifying risks, managing cost, coordinating scope, identifying dependencies, scheduling and deploying new products and features
  • Experience creating and cascading processes through an organization
  • Excellent balance of people and technical skills. Experience working and communicating with Senior Leadership
  • Excellent listening skills to create cross-functional understanding to help reach the necessary decisions. Strong writing, presentation, and interpersonal skills are essential

Additional Information

California Pay Range: $200,000 - $275,000+. This range is inclusive of base+bonus.

Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level.

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.