Lead - Technical Program Manager

Job Description Organizations everywhere struggle under the crushing costs and complexities of solutions that promise to simplify their lives. To create 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 - Define and Consolidate Requirements: Collaborate with multiple product, engineering, and business stakeholders to gather, analyse, and document clear, actionable requirements that align with product vision and customer needs. - Prioritize with Impact: Partner with Engineering Managers and Technical Architects to assess feasibility, prioritize initiatives, and ensure alignment with product and platform roadmaps. - Evaluate Technical Trade-offs: Understand system dependencies, architectural considerations, and scalability trade-offs to guide well-informed technical and business decisions. - Program Planning and Delivery: Develop detailed execution plans, define milestones, and monitor progress to ensure timely, high-quality delivery of product capabilities across multiple teams and services. - End-to-End Execution Management: Lead the development and implementation lifecycle from design to deployment ensuring cross-functional teams remain aligned on goals, scope, and timelines. - Cross-functional Collaboration: Drive coordination across product, design, engineering, QA, and operations teams to ensure seamless execution and delivery of integrated solutions. - Transparent Communication: Proactively communicate program progress, risks, dependencies, and trade-offs to leadership and stakeholders, ensuring visibility and alignment at all levels. - Operate Across Services and Platforms: Work effectively across products and underlying services to deliver cohesive, scalable, and customer-centric solutions. Qualifications - 8-11years of program management experience - Strong knowledge of cloud SDLC processes - Proven ability to combine business, technical and process expertise to define program engagement and execution - Proven ability to influence & persuade at multiple levels, across divisions, and functions; comfort working with senior level management - Demonstrated ability to achieve results through cross-functional, interdepartmental teams - Ability to prioritize, manage, and deliver on multiple projects simultaneously; highly motivated and able to work against aggressive schedules - Hands-on familiarity with program management and agile tools (e.g., Jira, Confluence) and data-driven tracking and reporting mechanisms. - Positive attitude, team player, self-starter; takes initiative, ability to work independently - Display a demonstrated ability to think broadly and strategically - Maturity, judgment, negotiation/influence skills, analytical skills, and leadership skills - Skilled in facilitating communication and collaboration across cross functional teams, identifying, and mitigating risks, and implementing continuous improvement practices - Leadership skills and a focus on building relationships and fostering a positive team culture to achieve business objectives Additional Information At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.