Product Operations Manager

📋 Description

• • Own the end-to-end orchestration of New Product Introduction (NPI) programs at Freshworks, translating product strategy into executable launch plans that span ideation, development, go-to-market, and post-launch optimization.
• • Build and maintain living program roadmaps that integrate engineering release calendars, marketing campaign schedules, sales enablement timelines, and customer-success readiness milestones, ensuring every dependency is visible and every hand-off is friction-free.
• • Chair weekly cross-functional launch councils that bring together Product, Engineering, IT, Finance, Marketing, Sales, Enablement, and Support leaders to surface blockers, make go/no-go decisions, and lock scope, budget, and resource commitments.
• • Translate complex technical requirements into crisp, audience-specific enablement assets—demo scripts, battle cards, FAQ libraries, and onboarding checklists—so Sales and Support teams can confidently position new capabilities from day one.
• • Design and enforce a repeatable launch governance framework: intake scoring, risk heat-maps, stage-gate criteria, and post-mortem retrospectives that continuously raise the bar for quality, velocity, and customer experience.
• • Track real-time execution health through dashboards that surface KPIs such as feature adoption velocity, support ticket deflection, revenue ramp, and customer NPS, escalating red flags to executive sponsors within 24 hours.
• • Partner with Finance and Revenue Operations to model launch ROI, forecast revenue impact, and ensure pricing, packaging, and licensing logic are locked before code freeze.
• • Collaborate with IT and InfoSec to validate infrastructure readiness, data-migration scripts, and compliance artifacts so every launch meets SOC 2, GDPR, and regional regulatory standards.
• • Run beta and early-adopter programs that gather structured feedback from strategic customers, feeding insights back into Product for last-mile iteration and into Marketing for testimonial development.
• • Post-launch, lead 30-60-90-day adoption sprints with Customer Success, identifying upsell opportunities, churn risks, and expansion plays that maximize lifetime value.
• • Champion a culture of continuous improvement by documenting lessons learned, codifying best practices in Confluence playbooks, and mentoring junior program managers across the portfolio.
• • Serve as the single source of truth for launch status across Freshworks, presenting concise, data-driven updates to the C-suite and Board, ensuring transparency and trust in every commitment made to customers and investors.