Manager - Program Management

Job Description
Please note: This role will be based in Denver, CO and requires an in-office presence.
As Manager - Program Management focusing on Customer Engagement Programs, you will spearhead strategic cross-functional GTM initiatives to improve how we surprise and delight our customers across every touchpoint along their journey with Freshworks to drive product adoption, retention and loyalty. Reporting to the VP of Customer Engagement, you will set the operational agenda for the team, overseeing budgeting, reporting, and cross-functional collaboration to ensure exceptional customer experiences.
Define and implement the operational plan and rhythm of the business for the Customer Engagement team, focusing on improving efficiency, collaboration, and visibility with senior leadership.
Provide oversight on strategic initiatives that require cross-functional support and alignment, particularly those impacting go-to-market (GTM) teams.
Collaborate closely with key stakeholders to drive successful execution of initiatives.
Define relevant KPIs and metrics to measure the effectiveness of customer engagement programs.
Monitor performance against these metrics and provide insights and recommendations for improvement.
Offer strategic insights and actionable recommendations based on data analysis.
Establish the comms and promotion strategy across the team to accelerate awareness and growth of our key customer initiatives
Foster and strengthen partnerships with teams across product management, marketing, support, customer success, and sales to drive accountability and shared outcomes