Manager - Process and Program Excellence

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 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

The Manager-Process and Program Excellence will lead the development and implementation of quality assurance processes and data analytics to enhance customer success and digital expansion operations. This role will collaborate with cross-functional teams to provide actionable insights, improve performance, and drive strategic decision-making.

• Quality Assurance:

  • Develop and implement quality assurance processes and guidelines.

  • Provide timely feedback and coaching to improve the performance of Customer Success Managers (CSMs) and Account Managers (AMs).

  • Create and maintain comprehensive quality assurance documentation.

  • Monitor customer feedback to identify areas of dissatisfaction and develop strategies to address these concerns.

  • Identify and implement new tools or technologies to streamline the quality assurance process.

• Data Analytics:

  • Utilize advanced analytics techniques to extract meaningful insights from large datasets.

  • Identify key customer segments and their behaviors through quantitative and qualitative data analysis.

  • Define, track, and report on key performance indicators (KPIs) related to customer success.

  • Proactively identify trends and opportunities for improvement by analyzing customer data and market trends.

  • Create visually compelling dashboards and reports to communicate findings to both technical and non-technical audiences.

  • Managerial Responsibilities:

    • Lead and mentor a team of quality analysts and data analysts.

    • Foster a culture of continuous improvement and customer-centricity within the team.

    • Collaborate with cross-functional teams including product managers, marketing, sales, and customer support.

    • Ensure alignment of strategies and drive cohesive initiatives across departments.

    • Provide guidance and mentorship to junior analysts, fostering their growth and developmen

Qualifications

• Minimum:

  • Bachelor's /Master’s degree in Management or business analytics.

  • 7+ years of experience in quality assurance and data analytics.

  • Proven time management skills in a dynamic environment.

• Preferred:

  • Knowledge of industry-specific regulations or standards &
    Certification in process improvement (e.g., Lean and Data Analytics).

Additional Information

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.