# Senior Director - Business Execution at Freshworks

- Company: Freshworks
- What the company does: 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. Backed by Accel and Peak XV.
- Company website: http://www.freshworks.com
- Type: Startups (AI role)
- Level: Principal and up
- Location: San Mateo, CA
- Work setup: On-site
- Pay: $245K to $303K base salary per year (USD)
- Posted: 2026-08-25
- Apply by: 2026-10-12
- Apply: https://jobs.smartrecruiters.com/Freshworks/744000145381189
- Page: https://www.1752.vc/careers/jobs/freshworks-senior-director-business-execution/

## About the role

This role is the lead execution and strategic engine of the customer experience transformation initiatives across Freshworks' Global Customer Services (GCS) organization. This role partners directly with the VP of GCS to build and execute a world-class vision for customer experience transformation.

## What they're looking for

- 12+ years of experience in customer experience, SaaS operations, strategic planning, or transformation execution roles, ideally with exposure to Customer Success, Support, or Professional Services organizations
- Customer experience domain knowledge - operating model fluency across Professional Services, Support, CS, Education, Adoption, and VoC, including how in-product changes affect the end-to-end customer experience
- Strategic planning & program execution - synthesizing functional priorities into one roadmap and running the governance/milestone tracking to actually deliver it
- Vision communication - articulating and evangelizing the CX transformation vision to both customers and internal stakeholders
- Executive communication & judgment - ELT-level narrative writing, plus knowing when to decide vs. escalate as the VP's proxy
- Cross-functional influence without authority - driving execution through Finance, HR, Product, and Sales peers who don't report to you