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,