Product Operations 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

Overview

We're seeking a proactive and detail-oriented Product Operations Manager to lead cross-functional execution for new product and feature launches. In this mid-career role, you will drive alignment across Product, Engineering, IT, Finance, Marketing, Sales, Enablement, Support, and other stakeholder groups to ensure every launch moves smoothly from planning to post-launch adoption. You'll bring strong program management expertise, operational rigor, and a deep understanding of go-to-market workflows to help Freshworks deliver high-impact launches at scale.

Roles & Responsibilities

Program & Launch Management

• Manage end-to-end planning and execution of NPI (New Product Introduction) programs from concept through launch and early adoption.
• Create and maintain detailed project plans, timelines, risks, dependencies, and milestones.

Cross-Functional Alignment

• Drive alignment across Product, Engineering, IT, Finance, Marketing, Sales, Enablement, and Support to ensure launch readiness.
• Facilitate stakeholder meetings, launch reviews, and go/no-go checkpoints for timely decision-making.

GTM & Enablement Support

• Coordinate development of GTM assets, sales enablement content, internal training, and support documentation.
• Partner with Product Marketing and Enablement teams to deliver launch messaging, demos, and rollout plans.

Operational Execution & Tracking

• Monitor execution progress, provide clear status updates, and escalate risks to leadership.
• Collaborate with Support and Customer Success to prepare internal teams for customer inquiries and smooth adoption.

Process Improvement

• Identify inefficiencies and implement process improvements to enhance launch efficiency and cross-team coordination.

Qualifications

• 6–8 years of experience in program management, product operations, or go-to-market roles in a tech or SaaS environment.
• Proven track record managing complex, cross-functional programs with multiple stakeholders.
• Strong project management skills; experience with tools like Smartsheet, Jira, or equivalents.
• Excellent communication, collaboration, and stakeholder management capabilities.
• Familiarity with Agile development, go-to-market readiness, and product lifecycle management.
• Bachelor's degree in Business, Engineering, Marketing, or related field (MBA is a plus).

Skills Inventory

Program & Project Management

• Cross-functional program execution
• Timeline, dependency & risk management
• Agile workflows

Tools & Systems

• Smartsheet
• Jira
• Program tracking/PM tools

Cross-Functional Collaboration

• Stakeholder management
• GTM alignment
• Sales, Support & Enablement coordination

Communication

• Executive communication
• Meeting facilitation
• Status reporting & escalation

Business & Product Insight

• Go-to-market processes
• Product lifecycle knowledge
• Launch readiness & adoption planning

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.