Chief of Staff (Sr. Director), Global Field Operations

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 Senior Director, Chief of Staff for the Global Field Organization serves as a strategic advisor, operational leader, and trusted partner to the Global Field Officer and the Executive Team. This role is pivotal in driving alignment, efficiency, and execution across the global sales function.

The successful candidate will be incredibly curious and demonstrate an outsized desire to constantly raise the bar to accelerate impact. Driving transformation initiatives, goal setting, establishing an effective operating rhythm, and ensuring an extraordinary employee experience are the central pillars of this critical role. 

This role demands exceptional leadership, strategic acumen, and the ability to navigate complex, global business landscapes. The Senior Director, Chief of Staff must anticipate challenges, connect dots across initiatives, and drive measurable outcomes to enable the success of the sales organization.

Key Responsibilities:

Ensure Successful Transformation Initiatives:

• Collaborate with the Chief Field Officer and key stakeholders (internal & external) to develop and execute transformative strategies.
• Utilize a learning mindset to adapt strategies based on feedback and evolving field dynamics.
• Shepherd key initiatives (short-term and long-term), ensuring seamless execution and measurable impact.

Deliver Goal Setting, Monitoring and Organization Alignment:

• Drive the goal-setting process, ensuring alignment with company strategies, including establishing shared goals across the company, where necessary.
• Cascade goals throughout the global field organization to create a cohesive and focused team.
• Establish a rhythm of the business that supports focus on key initiatives and allows for agility to respond to shifting market conditions (while keeping focused and steady on what matters most, i.e., evaluating when strategic shifts are necessary vs. staying the course).
• Keep a pulse on the business and connect the dots with others across the company to determine actions required to meet our goals.

Oversee and Streamline Internal & External Communications and Reporting:

• Develop and implement communication strategies to ensure clear, consistent messaging across the organization and on behalf of the Chief Field Officer.
• Serve as a liaison between executives, departments, and external stakeholders, ensuring alignment and information flow.
• Oversee the development of newsletters, press releases, regular all hands meetings and other organizational updates to maintain transparency and engagement.
• Prepare reports, communications and presentations to communicate key updates, milestones, and insights.

Oversee Revenue & Field centric Programs and Initiatives:

• In partnership with Revenue and Sales Operations, design and implement strategic programs focused on driving revenue growth, including pipeline acceleration, upsell opportunities, and account expansion initiatives.
• In partnership with Revenue and Sales Operations, develop and oversee programs that align sales, marketing, and customer success teams to improve lead conversion, retention, and customer lifetime value.
• Establish scalable frameworks and workflows to streamline revenue operations, including forecasting, performance tracking, and resource allocation.

Demonstrate Problem-Solving Skills:

• Assist in proactively identifying and mitigating challenges that may arise, offering problem-resolution approaches and strategic solutions.
• Flexible, resilient, comfortable with ambiguity, and adaptable to a high-change environment.

Deliver Operational Excellence:

• Drive operational efficiency by identifying areas for improvement and implementing streamlined processes.
• Stay informed about industry best practices and implement relevant improvements.

Excel at Stakeholder Management:

• Demonstrate a high degree of emotional intelligence to navigate complex dynamics.
• Act as a liaison between the Chief Field Officer and other departments, ensuring alignment with overall objectives.

Demonstrate Business Acumen and Data-Driven Approach:

• Leverage strong business acumen to make informed decisions and guide strategic direction

Qualifications

• BA/BS Degree. Masters desirable but not required. 
• A minimum of 15+ years' experience in operational & transformational roles in the technology sector (software industry experience preferred, as is previous experience as a Chief of Staff).
• In-depth knowledge of the B2B SaaS industry, including sales and market trends, competition, and emerging technologies.
• Demonstrated ability to set and achieve ambitious goals, fostering a culture of results and accountability.
• Outstanding experience with a track record of results in applying strong strategic thinking and vision to deliver outsized impact.
• Proven track record of driving and aligning organizational goals.
• Proven track record in messaging, ability to work, and building relationships with, a variety of management levels (internal & external), effective project management skills, and broad execution capabilities. 
• Diplomacy, integrity, and presence to enable effective work at all levels within large, multi-country organizations.
• Strong business acumen with a data-driven decision-making approach.
• Experience in leading and championing successful transformation initiatives.
• Collaborative mindset with a strong inclination towards continuous learning.
• Outstanding written and verbal communication skills with the ability to convey complex ideas clearly and persuasively.
• Exceptional problem-solving skills with the ability to analyze situations, identify solutions, and drive effective resolutions.
• Political acumen to navigate complex organizational dynamics and build consensus among diverse teams.
• Ability to thrive in a fast-paced, dynamic environment, adapting to changing circumstances with resilience and composure.
• Leadership qualities that inspire and motivate global and diverse teams to achieve their best performance.
• Experience in crisis management and the ability to make sound decisions under pressure.
• Ability to travel 20% of the time worldwide and within the country.

Additional Information

The annual base salary range for this position is $227,970 — $308,430 USD.

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.

Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Equity + ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

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.