Lead - Program Management

We need to output HTML fragment with sections: headings

for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title as heading. No Job ID etc. Remove boilerplate. Preserve all substantive info. We need to parse the posting. The posting includes: - Intro paragraph about Freshworks (company description). Could be "About the role"? Actually "About the role" is typical heading for description of role. The posting includes "Job Description Stationed within the AMER Customer Success organization, this role is responsible for driving operational excellence and executing key Customer Success programs and initiatives across the region." That's description of role. So we can have

About the role

with paragraph(s) containing that description and maybe the company intro? The instruction: "Do NOT repeat the job title as a heading (the page already shows it)". So we can include About the role heading with description. - Core Focus Areas: bullet list? It lists: Reporting to the Senior Director - Customer Success to partner closely with AMER’s leadership team and the Customer Success Center of Excellence (CoE) to execute regional Customer Success priorities and programs. Drive operational consistency across the AMER Customer Success organization. Coordinate cross-functional initiatives and ensure timely execution. Manage internal communications and lead regional operational cadences Support forecasting processes, risk reviews, and operational reporting. Continuously identify opportunities to improve team efficiency. These are duties/responsibilities. Could be under Responsibilities. - Essential Duties & Responsibilities: a list of bullet items. - Qualifications: Education, Work Experience. - Skills & Requirements: list. - Additional Information: includes salary range, bonus eligibility, benefits description. Thus we need sections: About the role (intro), Responsibilities (maybe combine Core Focus Areas and Essential Duties), Qualifications (Education + Work Experience), Skills (Skills & Requirements), Benefits (benefits description), Pay (salary range + bonus). Schedule not present, so omit. We must not create sections with filler like "commensurate with experience". We have specific salary range. We must not include boilerplate like EEO etc. The posting includes an EEO paragraph at end: "At Freshworks, we have fostered an environment...". That's boilerplate; we should remove it. Also "Fresh vision. Real impact. Come build it with us." appears multiple times; that's marketing fluff; maybe we can keep as part of About the role? It's not substantive about role; but it's repeated. The instruction: remove duplicated lines, cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate. The EEO paragraph is boilerplate; remove. The "Fresh vision. Real impact. Come build it with us." appears at start and end; it's marketing fluff but not boilerplate; maybe we can keep as part of About the role? It's not specific to role; but it's not boilerplate; but we might consider it as fluff; but instruction says preserve ALL substantive information; do not invent or summarize away detail. This is not substantive about role; but it's part of the posting; maybe we should keep it as part of About the role? It's not about role but about company. Could be considered "About the company". However we only have headings for About the role, Responsibilities, etc. Could we add an "About the company" heading? Not in allowed list; only those headings. So we should not create extra headings. We could incorporate that into About the role paragraph? It's not about role but maybe okay. But we might drop it as it's not substantive about role? The instruction: preserve ALL substantive information; do NOT invent or summarize away detail. The marketing tagline is not substantive about role; but it's still part of posting. However we could consider it as boilerplate? It's repeated; maybe treat as boilerplate and remove. Safer to remove. Thus About the role paragraph: "Stationed within the AMER Customer Success organization, this role is responsible for driving operational excellence and executing key Customer Success programs and initiatives across the region. The Program Manager partners closely with AMER Customer Success leadership, the Customer Success Center of Excellence (CoE), and cross-functional teams to coordinate regional programs, streamline operations, improve data quality, and enable consistent execution across the business." We could also include the earlier intro about Freshworks? That's about company; maybe we can include as part of About the role? Might be okay but it's not role-specific. However we have no other place for company info. The instruction says preserve ALL substantive information; the company description is substantive about the employer. Could we include it under About the role? Might be okay. But we have to avoid creating sections with filler. We'll include About the role with both company description and role description. Now Responsibilities: combine Core Focus Areas and Essential Duties & Responsibilities. We need to output

• for any list of duties/requirements/benefits. Thus we will create a
  with items. List items: - Partner with the Customer Success Center of Excellence (CoE) to execute Customer Success initiatives and programs across the AMER region. - Lead biweekly regional customer risk review meetings, ensuring risks are tracked, actioned, and communicated to leadership. - Manage and distribute the weekly Customer Success newsletter to keep the organization informed on key updates, initiatives, and announcements. - Create and maintain the monthly Customer Success All Hands presentation deck, partnering with leaders to collect updates and prepare meeting content. - Coordinate and administer the CSM Awards program, including nominations, communications, and recognition. - Support the quarterly forecasting process by validating churn data, identifying discrepancies, and improving data hygiene to help ensure the organization remains on track to achieve retention targets. - Manage Customer Success communications, documentation, and knowledge resources. - Collaborate with cross-functional teams to improve operational processes and execution. - Take ownership of additional operational projects and cross-functional initiatives based on evolving business priorities. - Reporting to the Senior Director - Customer Success to partner closely with AMER’s leadership team and the Customer Success Center of Excellence (CoE) to execute regional Customer Success priorities and programs. - Drive operational consistency across the AMER Customer Success organization. - Coordinate cross-functional initiatives and ensure timely execution. - Manage internal communications and lead regional operational cadences. - Support forecasting processes, risk reviews, and operational reporting. - Continuously identify opportunities to improve team efficiency. We might have duplicates; but we should preserve all substantive info; duplicates maybe okay but we could deduplicate? The instruction: remove duplicated lines. So we should remove duplicate lines. Let's see duplicates: "Partner with the Customer Success Center of Excellence (CoE) to execute Customer Success initiatives and programs across the AMER region." appears only once in Essential Duties; also appears in Core Focus Areas? Not exactly. Core Focus Areas includes "Reporting to the Senior Director - Customer Success to partner closely with AMER’s leadership team and the Customer Success Center of Excellence (CoE) to execute regional Customer Success priorities and programs." That's similar but not identical. We'll keep both. "Drive operational consistency across the AMER Customer Success organization." appears in Core Focus Areas; not elsewhere. "Coordinate cross-functional initiatives and ensure timely execution." appears in Core Focus Areas; also maybe in Essential Duties? Not exactly. "Manage internal communications and lead regional operational cadences" appears in Core Focus Areas; also maybe in Essential Duties? Not. "Support forecasting processes, risk reviews, and operational reporting." appears in Core Focus Areas; also in Essential Duties: "Support the quarterly forecasting process by validating churn data, identifying discrepancies, and improving data hygiene to help ensure the organization remains on track to achieve retention targets." Slightly different; keep both. "Continuously identify opportunities to improve team efficiency." appears in Core Focus Areas; also maybe not elsewhere. Thus we keep all. Now Qualifications: Education and Work Experience. We need to output as maybe

  Qualifications

  with

  for prose? But we have list items for Education and Work Experience? The instruction: Use

  • for any list of duties/requirements/benefits, and

    for prose. Education and Work Experience are not lists but could be prose. We'll put them in

    sentences. Education: "Bachelor's degree in Business, Project Management, Information Systems, or a related field preferred." Work Experience: "5+ years of combined experience in Customer Success and Project/Program Management in the SaaS industry. Experience coordinating cross-functional initiatives and driving projects from planning through execution. Experience supporting leadership teams with operational planning, reporting, communications, and program coordination. Experience managing recurring operational cadences such as forecasting, team meetings, or leadership communications. Experience creating executive-ready presentations, documents, dashboards, and reports." We could combine into a paragraph. Now Skills & Requirements: list. We'll create

    Skills

    with
    • . List items: - Strong project management and organizational skills with the ability to manage multiple priorities simultaneously. - PMP certification preferred. - Excellent written and verbal communication skills. - Highly detail-oriented with strong analytical skills and a passion for maintaining accurate data and operational excellence. - Comfortable analyzing business metrics, validating data, and supporting forecasting processes. - Ability to collaborate effectively across Customer Success, Revenue Operations, Enablement, Sales, and other cross-functional teams. - Self-motivated and proactive, with the ability to work independently and identify opportunities for improvements. - Strong facilitation and meeting management skills, including leading recurring operational meetings and driving accountability for action items. - Advanced proficiency using AI to save manual effort and time and improve efficiencies. - Familiarity with business intelligence and reporting tools such as Power BI, Tableau, or Looker is a plus. - Adaptable and comfortable with ambiguity and taking ownership of new initiatives and operational projects as business priorities evolve. Now Benefits: we have description: "Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Equity + ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits." We'll create

      Benefits

      with
      • each. List items: - Multiple options for dental, medical, vision, disability and life insurance. - Equity + ESPP. - Flexible PTO. - Flexible spending. - Commuter benefits. - Wellness benefits. - Adoption and parental leave benefits. Now Pay: we have salary range: "$123,000 - $152,000". Also "This role is also eligible for a target bonus. Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Bonus/equity may be available." We'll create

        Pay

        with

        for prose. Paragraph: "The annual base salary range for this position is $123,000 - $152,000. This role is also eligible for a target bonus. Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Bonus/equity may be available." Schedule: not present, omit. Now About the role: we need to include company description and role description. Company description paragraph: "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. Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S