Associate - Technical Program Manager

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 an Associate Technical Program Manager you will play an important role in shaping the knowledge and content strategy for enablement resources at Freshworks with our content management system. You will lead efforts to curate, organise, and deliver enablement content effectively, ensuring that employees have access to the resources they need to excel in their roles when they need it, in partnership with content creators and stakeholders. The ideal candidate is exceptionally organized, tech savvy, excellent at stakeholder management, and experienced in quantitative data analysis and visual design. Administration experience with learning management systems and/or content management systems, performing data analytics, and good writing abilities in English are immensely beneficial.

Key responsibilities: 

• Content Management Systems: Conduct administration and maintenance tasks of content management systems (CMS) and learning management systems (LMS), including user management, permissions controls, learning assignment, content organisation, and governance audits.

• Content Curation: Curate, catalog, and organize learning materials and sales collaterals, including eLearning modules, documentation, videos, pitch decks, and other resources, ensuring easy accessibility and relevance.

• Performance Analytics: Use and edit data dashboards and conduct simple data analytics to assess the effectiveness of resources, track usage, and gather insights for continuous improvement.

• Content Compliance: Ensure that learning materials comply with industry standards, digital accessibility standards, data protection regulations, and copyright requirements.

• Technical Assistance: Answer user-generated tickets and issues in the CMS and LMS and provide guidance as a result of intimate knowledge of the program documentation and functionalities.

Qualifications

Preferred

Qualifications

• Bachelor’s degree in business, education, psychology, or any research field involving statistical analysis and statistical significance testing; additional certifications in training and development are a plus.

• Experience in Content management systems (e.g Highspot, Seismic) and LMS administration experience, design, preferably in a technology or SaaS company.

• Strong organisational and project management skills.

• Excellent communication (verbal and written), presentation, and interpersonal skills.

• Ability to work independently and collaboratively in a fast-paced environment

• A proactive and adaptable mindset with a commitment to continuous improvement and learning

Additional Information

These are some benefits you can expect from us in return:

• Company funded Life & Long-Term Disability insurance
• Pension scheme
• Private Medical Insurance + Health Cash Plan
• Learning & Reading budget of up to £1,000 per year
• Fitness budget of up to £30 per month
• Cycle to work Scheme
• Company funded daily lunch for days in office
• Company Funded Employee Assistance Program (EAP) for both you and your family
• 25 days annual Paid-Time-Off (PTO)
• Discounted Tax Support Services

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.