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Manager - Program Management (Marketing Operations)



Marketing & Communications, Operations
Chennai, Tamil Nadu, India
Posted on Wednesday, June 5, 2024

Company Description

About Freshworks

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 software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies -- from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM).

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship.

Job Description

About the Role

Freshworks is looking for a smart, driven Program Manager to work in the Marketing operations team to define and refine the company's marketing process. You collaborate to improve workflows, remove roadblocks, and promote efficiencies in the marketing processes. You are required to perform data analysis and are capable of using CRM tools. You work hand in hand with the program management team that designs new initiatives, execute these projects, and track performance metrics. These projects will span across product, sales & marketing teams. If you are self-motivated and are looking for a high-growth, high-learning profile exposing you to all functional teams then this is the perfect profile for you!


  • Liaise between the marketing, operations, and sales functions
  • Establishes scalable processes and management routines to support strategic cross-functional business objectives by leveraging workflow management tool.
  • Works with marketing team members to outline business objectives and success criteria and fine-tune activities to help team members exceed expectations.
  • Helps align campaign execution to business objectives and key performance indicators in partnership with the VP of Marketing Insights & Operations.
  • Makes recommendations and implements change to enable operational improvements throughout teams.
  • Manages the end-to-end program activities across marketing campaigns including scope management, interdependencies, success criteria, deliverables, critical path milestones, resource management, finance management, and quality management. Appropriately engaging all stakeholder groups.
  • Enables teams to execute, resource and monitor assigned projects and campaigns to keep on schedule and on budget.
  • Provides visibility into key initiatives and escalates areas of concern to leadership.
  • Identifies and manages project interdependency defining critical path project & program level milestones, effectively communicating to all stakeholders.
  • Performs retrospectives, drives improvements and sharing of best practices.
  • Works with analytics team to optimize campaigns based on campaign performance and identifies areas for testing and improvement; provides recommendations.
  • Help internal team analyze funnel performance and campaign performance to make improved decisions
  • Work closely with internal and other program managers to create, analyze, and optimize marketing processes
  • Monitor feedback from the marketing team to improve the process and promote efficiency
  • Help Integrated Marketing Team to enable and adopt different technologies that are a part of our marketing operations technology ecosystem


  • 9 to 12 years experience in an IT product/e-commerce/SaaS company
  • Education and/or experience typically obtained through completion of a Bachelor’s degree/ Masters in Business Administration in related fields
  • Research-oriented and data-driven, provide strategic support to program managers and stakeholders across the organization
  • Managed multiple stakeholders - Marketing, Campaigns, Sales, Support, Product
  • Working knowledge about budgets, email marketing, data analytics and lead operations
  • Power BI or any other analytics tool experience is good to have
  • SQL Proficiency is good to have
  • Good written and verbal communication skills

Additional Information

Join our team and be a catalyst for our continued success in shaping the future of Freshworks.. Apply now to embark on an exciting journey with us!

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.