Why This Job is Featured on The SaaS Jobs
Product Operations is increasingly central in SaaS companies that ship frequently and rely on coordinated go-to-market motions, and this role sits squarely in that intersection. The remit spans new product introductions and feature releases, linking product delivery to readiness across commercial and customer-facing functions. In a multi-product environment like Freshworks, that kind of operational “connective tissue” is what keeps launches consistent as the surface area of stakeholders expands.
For a SaaS career, the long-term value is in learning how launches really succeed: not only through engineering throughput, but through dependency management, decision checkpoints, enablement inputs, and post-launch adoption signals. The work builds fluency in common SaaS operating systems—Agile delivery, structured program tracking, and cross-functional governance—skills that translate across product-led and sales-assisted models.
This position tends to suit professionals who prefer structured execution, clear artifacts, and steady stakeholder orchestration over owning a single functional lane. It also fits someone comfortable synthesizing updates for leadership, surfacing risks early, and improving repeatable processes rather than solving one-off problems. Chennai-based candidates seeking a mid-career SaaS operations path will recognize this as a role where influence is earned through reliability and clarity.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
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
Overview
We’re seeking a proactive and detail-oriented Product Operations Manager to lead cross-functional execution for new product and feature launches. In this mid-career role, you will drive alignment across Product, Engineering, IT, Finance, Marketing, Sales, Enablement, Support, and other stakeholder groups to ensure every launch moves smoothly from planning to post-launch adoption. You’ll bring strong program management expertise, operational rigor, and a deep understanding of go-to-market workflows to help Freshworks deliver high-impact launches at scale.
Roles & Responsibilities
Program & Launch Management
- Manage end-to-end planning and execution of NPI (New Product Introduction) programs from concept through launch and early adoption.
- Create and maintain detailed project plans, timelines, risks, dependencies, and milestones.
Cross-Functional Alignment
- Drive alignment across Product, Engineering, IT, Finance, Marketing, Sales, Enablement, and Support to ensure launch readiness.
- Facilitate stakeholder meetings, launch reviews, and go/no-go checkpoints for timely decision-making.
GTM & Enablement Support
- Coordinate development of GTM assets, sales enablement content, internal training, and support documentation.
- Partner with Product Marketing and Enablement teams to deliver launch messaging, demos, and rollout plans.
Operational Execution & Tracking
- Monitor execution progress, provide clear status updates, and escalate risks to leadership.
- Collaborate with Support and Customer Success to prepare internal teams for customer inquiries and smooth adoption.
Process Improvement
Qualifications
- 6–8 years of experience in program management, product operations, or go-to-market roles in a tech or SaaS environment.
- Proven track record managing complex, cross-functional programs with multiple stakeholders.
- Strong project management skills; experience with tools like Smartsheet, Jira, or equivalents.
- Excellent communication, collaboration, and stakeholder management capabilities.
- Familiarity with Agile development, go-to-market readiness, and product lifecycle management.
- Bachelor’s degree in Business, Engineering, Marketing, or related field (MBA is a plus).
Skills Inventory
Program & Project Management
- Cross-functional program execution
- Timeline, dependency & risk management
- Agile workflows
Tools & Systems
- Smartsheet
- Jira
- Program tracking/PM tools
Cross-Functional Collaboration
- Stakeholder management
- GTM alignment
- Sales, Support & Enablement coordination
Communication
- Executive communication
- Meeting facilitation
- Status reporting & escalation
Business & Product Insight
- Go-to-market processes
- Product lifecycle knowledge
- Launch readiness & adoption planning
Additional Information
At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.
