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
As Senior Manager – Order Management (US Shift), you’ll be a key driver on the Business Desk team, directly impacting growth by partnering across the business to streamline contract workflows, structure complex deals, and scale operations. You’ll lead a high performing order management team and help evolve processes and systems that support our next stage of growth.
In this highly visible cross-functional role, you’ll work closely with leaders in Go-to-Market, Deal Desk, Billing, Finance, and beyond to plan, build, and maintain business solutions that drive efficiency, ensure compliance, and support scalability across the Order-to-Cash lifecycle.
This is a hands-on leadership opportunity for someone who thrives in fast-paced, high-growth environments and knows how to bring clarity to complexity. The role is based in Chennai on a hybrid schedule (three days per week in-office) and reports to the Director of Deals Desk and Order Management.
What You'll Do:
Manage a team of order management professionals, including a team lead and individual contributors.
Develop, mentor, and retain top talent within the order management team.
Ensure accurate capture of customer requirements on order forms and verify alignment with contracted terms.
Collaborate with internal and external stakeholders on deal structuring, order-related issues, and process improvements.
Oversee timely and error-free completion of order processing tasks to meet daily and month-end/quarter-end deadlines.
Implement and maintain a robust quality control process focused on error prevention and continuous improvement.
Ensure compliance with internal policies, SOX requirements, and all relevant operational controls.
Drive process automation and operational efficiency across all order management activities.
Support cross-functional alignment by streamlining workflows between Order Management, Deals Desk, and Billing teams.
Lead or contribute to projects that enhance systems and reporting, including dashboards, analytics, and performance metrics.
Qualifications
What We’re Looking For:
12+ years of overall experience with at least 4 years of experience managing teams in Deal Desk, Deal Management, Order Management, Sales Operations, or Renewals.
A natural collaborator who thrives partnering with U.S. based sales teams and cross-functional stakeholders at all levels.
Hyper-organized with razor-sharp attention to detail — nothing gets past you.
Able to stay cool under pressure and solve problems fast in a deadline driven environment.
Strong communicator across the board: written, verbal, and presentation.
Comfortable navigating CRM systems and CPQ tools (DealHub experience = major advantage).
Bachelor’s degree required.
Experience in SaaS? Even better.
Additional Information
At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.
