Senior Manager, Product Strategy & Operations

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.

Freshworks is looking for a Senior Manager, Product Strategy & Operations to join our Product Management organization. In this high-impact individual contributor role, you'll partner closely with our Chief Product Officer, product leadership, and cross-functional teams to drive strategic initiatives, improve operational efficiency, and accelerate product innovation. 

This role is central to how we plan, prioritize, and execute across our product portfolio. You'll bring a blend of strategic thinking, analytical rigor, and operational discipline to support key decisions and unlock business value. 

If you're passionate about SaaS products, enjoy solving complex cross-functional challenges, and want to influence how Freshworks builds and scales product experiences for millions of users globally, we'd love to hear from you. 

What You'll Do: 

• Understand the Business Deeply: Develop a comprehensive understanding of Freshworks' product suite, customer segments, business goals, and key performance metrics. 
• Lead Strategic Planning & Roadmap Operations: Work with product and engineering leadership to develop product roadmaps and annual operating plans. Apply structured prioritization methods to align investments with company strategy.
• Support Buy/Build/Partner Decisions: Drive assessments to guide product expansion strategies, including market sizing, capability mapping, and partnership evaluation. 
• Act as a Strategic Thought Partner: Provide data-backed insights, frameworks, and recommendations to product and engineering leaders to support critical decisions. 
• Drive High-Impact Initiatives: Lead cross-functional programs that improve product delivery, GTM readiness, or user experience. Ensure milestones are tracked and aligned with company goals. 
• Conduct Market and Competitive Research: Stay ahead of trends in SaaS, customer engagement, ITSM, and CRM to inform product strategy and surface new opportunities. 
• Own Product Analytics & Insights: Collaborate with analytics team to define key metrics, analyze product performance, and generate insights that shape strategy and execution. 
• Improve Product Operations: Design and iterate on operating models, tools, and workflows that increase the speed and quality of product development. 
• Prepare Executive-Level Communications: Create clear, compelling narratives and visuals for senior leadership, including updates, recommendations, and strategic analyses. 

Please note this is hybrid role with onsite expectations of 3x/week (Tues - Thurs) from our San Mateo HQ. 

• 7+ years of experience in strategy consulting, product strategy, business operations, or similar roles, ideally in SaaS or enterprise software. 
• Proven ability to lead complex, cross-functional projects and influence stakeholders across product, engineering, and go-to-market teams. 
• Strong analytical and strategic thinking skills; comfortable working with data and ambiguity. 
• Excellent written and verbal communication; confident presenting to senior leadership and external partners. 
• Proficiency in tools like Excel/Sheets, PowerPoint/Slides, and data tools (e.g., SQL, Looker, Tableau, Airtable, etc.)
• Familiarity with the SaaS industry, particularly in customer support, CRM, ITSM, or unified communications. 
• Bachelor's degree required; MBA or equivalent strategic experience (e.g., top-tier consulting) is a plus. 

The annual base salary range for this position is $233,000 - $333,500. 

Compensation is based on a variety of factors, including but not limited to location, experience, job-related skills, and level. Bonus/ equity may be available. 

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.