Manager, GFO (Global Field Organization) Engagement & Programs

Company Description

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

We are hiring a Manager, GFO Engagement & Programs to build and run the engagement, communications, and operating narrative for the Global Field Organization (GFO), while also supporting the deployment, tracking, and reporting of key Field strategy programs and initiatives.

This is a high-impact individual contributor role, operating at IC4 level, with global scope across a 700+ person Field organisation spanning Sales, Customer Success, and Professional Services.

You will work closely with senior GFO leaders to translate strategy into clear priorities, support consistent execution of strategic programs, and create alignment at scale across regions. Acting as the single owner of GFO engagement and communications, you will design and operate a predictable cadence of messaging, leadership updates, and Field-wide moments that reduce noise and increase focus.

A core part of the role is working directly with customers, alongside Field leaders, to understand the real-world impact of GFO programs and initiatives. You will use customer feedback and outcomes to inform leadership messaging, refine program design, and help guide the future direction of Field strategy and execution priorities.

What You Will Do

• Own the engagement, communications, and operating narrative for the Global Field Organization.
• Translate GFO strategy into clear, focused priorities that resonate across regions and functions.
• Design and operate a predictable cadence of Field communications, leadership updates, and engagement moments that reinforce execution standards and reduce organisational noise.
• Support the deployment, tracking, and reporting of priority GFO strategy programs and initiatives, ensuring leaders have clear visibility into progress, risks, and outcomes.
• Participate in selected business reviews and operating forums, using insights to inform storytelling, engagement programs, and leadership messaging.
• Work directly with customers, in partnership with Sales, Customer Success, and Professional Services leaders, to gather feedback on how GFO programs are landing in practice.
• Synthesise customer feedback into clear themes, insights, and impact assessments, connecting external outcomes with internal execution signals.
• Use customer insight to inform program evolution, strategic adjustments, and future GFO priorities, ensuring programs remain grounded in real customer impact.
• Partner closely with Marketing, HR, Enablement, and Strategy teams, while retaining clear ownership of the Field-specific narrative and feedback loop.
• Surface and amplify examples of customer impact and execution excellence, making strong performance visible, shared, and repeatable across the organisation.
   

Why Join Us?

This is an opportunity to build something foundational. You will help shape how a global Field organisation communicates, aligns, executes, and learns from customers as it scales.

You’ll work closely with experienced Field and functional leaders, operate with high visibility, and have a tangible impact on clarity, momentum, and performance, while directly influencing how future strategy and programs evolve based on real-world feedback.

Qualifications

• Experience in a strategic communications, engagement, or program role supporting Field, GTM, or commercial organisations in a SaaS or technology environment.
• Proven ability to operate effectively as a senior individual contributor in global, matrixed organisations.
• Experience working closely with senior leaders and executives, tra