Manager - Web Operations

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.

Freshworks is seeking a growth-minded, empathetic Engineering Manager to lead our Digital Marketing engineering team. In this strategic leadership role, you will exemplify servant leadership by empowering your team and prioritizing their success. The ideal candidate is a strong people manager (not an individual contributor) who excels at coaching and developing talent. You will drive innovation and collaboration in a fast-paced marketing environment, focusing on quality, efficiency, and modern engineering practices rather than hands-on coding. This role offers the opportunity to shape our web and digital marketing platforms using AI-driven optimizations to streamline workflows and achieve outstanding results.

Key Responsibilities

• Team Leadership & Development: Manage and mentor a high-performing team of engineers within the Digital Experience group. Provide regular coaching, feedback, and professional development opportunities to help individuals grow in their careers. Focus on people management over coding, ensuring that each team member is motivated and supported.

• Strategic Direction: Define the technical vision and engineering roadmap for digital marketing initiatives (e.g., website development, marketing automation tools, content publishing systems). Align the team’s goals with broader marketing and business objectives, and communicate direction clearly.

• AI-Driven Workflow Optimization: Identify and implement opportunities to leverage AI and automation in our engineering and publishing workflows. For example, use AI tools to improve code quality (automated code reviews, testing), optimize content publishing pipelines, personalize experiences, and enhance deployment processes for greater efficiency and reliability.

• Quality & Modern Practices: Uphold a high standard of engineering excellence. Training and enabling establishment of modern engineering best practices – including code reviews, automated testing, continuous integration/deployment (CI/CD), and performance optimization – to ensure our digital platforms are robust, scalable, and secure. Emphasize quality and efficiency in every project.

• Cross-Functional Collaboration: Work closely with cross-functional teams in Marketing, Design, Content, and Product to deliver integrated solutions. Translate marketing needs into technical requirements, and ensure the engineering team delivers features that drive growth (e.g., SEO improvements, analytics instrumentation, A/B testing frameworks). Facilitate open communication and collaboration between engineers and non-technical stakeholders.

• Project & Stakeholder Management: Oversee planning and execution of multiple projects and initiatives in the digital marketing domain. Prioritize the team’s workload, set realistic timelines, and manage resources effectively. Keep stakeholders informed on progress, and proactively address risks or blockers to meet business deadlines.

• Continuous Improvement: Cultivate a culture of continuous improvement and innovation. Encourage the team to explore new technologies (such as emerging web frameworks or AI services) and refine processes. Regularly review and refine engineering workflows and team rituals (stand-ups, retrospectives) to improve productivity, morale, and outcomes.

• Technical Oversight (Non-Hands-On): Provide technical guidance and oversight on architecture and design decisions without micromanaging or doing all the coding yourself (although fun efficiency projects are welcome areas to spend time on, too!) Empower senior engineers on the team to own technical solutions, while you ensure alignment with best practices and company standards. Step in to resolve critical technical conflicts or decisions, but primarily act as a coach and facilitator rather than an individual contributor

• Leadership Experience: 8+ years in software engineering, including 2-4+ years in an engineering leadership/management role. Proven track record of managing and growing engineering teams, preferably in a web development or digital product environment.

• People Management & Coaching: Demonstrated ability to coach, mentor, and develop engineers at different career stages. You have a genuine passion for nurturing talent and building a collaborative, high-trust team culture. Experience leading with empathy and conducting regular 1:1s, performance reviews, and growth plans for team members.

• Servant Leader Mindset: A management style that aligns with servant leadership – you put your team first and have a high EQ (emotional intelligence). Ability to foster an inclusive, supportive environment and handle conflicts or challenges with compassion and fairness.

• Strategic and Analytical Thinking: Strong strategic thinking skills with the ability to translate business goals (especially marketing goals) into technical plans. Comfortable using data and analytics to make decisions. Experience in the digital marketing domain (e.g., understanding of SEO, content management, web analytics) is a plus, enabling you to better align engineering efforts with marketing outcomes.

• Technical Acumen: Solid foundation in software engineering and modern web technologies (e.g., familiarity with web development stacks, CMS platforms, APIs, cloud services). While not coding daily, you can confidently review code, understand architectural trade-offs, and guide the team in making sound technical decisions.

• AI and Automation Knowledge: Familiarity with AI/ML tools or platforms that can enhance engineering workflows. You stay informed about how technologies like machine learning, natural language processing, or AI-assisted development (e.g., code generation tools, automated QA, personalization algorithms) can be applied to improve team efficiency and product capabilities.

• Process and Quality Focus: Hands-on experience implementing or overseeing agile development practices, CI/CD pipelines, and quality assurance processes. A strong eye for improving engineering processes and eliminating inefficiencies.

• Communication & Collaboration: Excellent communication skills with the ability to work across departments. Experience collaborating with non-engineering teams (such as Marketing, Sales, Design) and explaining technical concepts in easy-to-understand terms. Able to negotiate priorities and balance technical needs with business priorities.

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.