Lead - Program Management

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 Finance & Operations Project Management Office (PMO) team at Freshworks focuses on building durable foundations across the Quote-to-Cash (QTC) domain, enabling connected and integrated systems, use of AI and insight as we continue to evolve.

The team partners closely with Finance, IT, Product, Engineering, and GTM to rethink and scale core business processes, enabling the Company's business strategy through the lens of “people, process and systems”. Our work crosses process design, systems architecture, people-centred strategy and operating model evolution—turning current workflows into scalable, repeatable, and well-controlled platforms.

About the Role

As the Program Lead (IC3), you will be managing internal and vendor resources, driving structured program governance, analytics, and execution discipline across the Business Desk QTC and cross-functionally. You will lead complex, cross-functional initiatives to redesign and scale core finance and business processes, and assist with the coordination and development of the team’s learning, growth, and engagement programs.

The role focuses primarily on:

• Program tracking and milestone governance
• Executive reporting and analytics
• Operational KPI monitoring
• Structured coordination of capability initiatives
• Coordination, tracking and light development of the learning programs.

Qualifications

1. Program Management & Governance

• Maintain and monitor structured program plans, milestone trackers, RAID logs, and action registers across Business Desk initiatives.
• Track cross-functional dependencies and ensure follow-through through defined governance rhythms.
• Prepare concise weekly and monthly executive summaries with clear risk visibility.
• Ensure documentation hygiene, version control, and standardized repository maintenance.
• Manage external vendor relationships and track implementation progress for assisted projects, ensuring adherence to contractual SLAs and deliverables.
• Support planning cycles, quarterly reviews, and operational cadence management.

2. Analytics & Performance Tracking

• Track KPIs across operations and capability programs.
• Develop structured dashboards using Excel and Power BI.
• Identify execution variance, SLA trends, and improvement signals.
• Consolidate data from multiple stakeholders into clean executive-ready views.
• Support ESAT (Employee Satisfaction) and engagement analytics reporting.

3. Learning & Capability Coordination

• Coordinate logistics for training programs (calendar alignment, nominations, attendance tracking).
• Maintain training coverage dashboards and certification trackers.
• Ensure program documentation, completion discipline, and post-session data capture.
• Serve as liaison between Business Desk stakeholders and L&D partners.
• Monitor participation metrics and escalate gaps in coverage.
• Assist with learning design content, building eLearning modules, and developing instructional assets, as needed

Role Expectations (IC3)

• High execution reliability and task closure discipline.
• Structured thinker with strong ownership of timelines.
• Comfortable operating within governance frameworks.
• Data-driven and detail-oriented.
• Professional stakeholder communicator.
• Demonstrates increasing maturity in risk anticipation and mitigation.

Required Qualifications

• 6-8 years of experience in PMO, Business Operations, Finance Operations, or Program Coordination.
• Strong Excel skills (advanced formulas, pivot tables, structured trackers).
• Experience with Power BI or equivalent reporting tools.
• Experience in finding opportunities to leverage automation and AI to improve accuracy, efficiency, and decision-making across finance processes.
• Exposure to structured project tracking methodologies.
• Ability to manage multiple parallel initiatives with clarity.
• Capabilities in end-to-end project management, stakeholder alignment and influencing without authority.
• Excellent communication skills and reporting discipline

Preferred

• Exposure to quote-to-cash finance, accounting and operational flows.
• Experience working in structured governance environments.

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.