Description
Organizations everywhere struggle with the costs and complexities of software solutions. Freshworks offers a fresh vision for how the world works, building uncomplicated service software that delivers exceptional customer and employee experiences.
As Director of Performance Management & Employee Listening, you will lead two strategic people practices: a comprehensive redesign of performance management, and a shift to a modern, continuous approach to employee listening. You will work as part of a small, senior Workforce Strategy & Org Development team, owning your domain with a high degree of autonomy and leading through influence across a matrixed organization.
Performance Management Transformation
- Lead a meaningful transformation of how Freshworks approaches performance management , moving from a process-heavy, subjective model to a streamlined, AI-assisted approach.
- Design and own the end-to-end performance system: methodology, tools, calibration approach, and employee and manager experience.
- Coordinate across HR, Total Rewards, HR Technology, and business partners to deliver an integrated solution.
- Build and maintain executive alignment, presenting, defending, and iterating on the work in real time.
- Lead the change management and enablement strategy for the performance transformation.
Employee Listening
- Own the employee listening strategy and programs, including the continuous listening platform, pulse approach, and translating signals into leadership action.
- Drive the shift from periodic survey cycles to an always-on listening culture.
- Build leader-facing tools, frameworks, and communications that make listening data accessible and useful.
- Track program health, participation trends, and sentiment over time; surface risks and opportunities and bring forward clear recommendations.
- Stand up and lead a cross-functional employee experience working group.
Change Management & Enablement
- Own the change management and enablement strategy across both performance and listening.
- Apply behavioral science principles to the design of change interventions.
- Design and deliver leader enablement programs that translate program changes into concrete behaviors.
- Build a communication and engagement framework that keeps employees, managers, and senior leaders informed, aligned, and bought in.
- Measure adoption and enablement effectiveness; use data to identify where uptake is lagging and adjust approach accordingly.
Qualifications
- 8–12 years of progressive experience in HR, people strategy, organizational effectiveness, or a related field.
- Proven experience leading complex, cross-functional transformation initiatives.
- Deep expertise in performance management design.
- Meaningful experience in organizational design and development.
- Strong change management and enablement skills.
- Familiarity with continuous listening platforms and methodology.
- An AI-first mindset.
- Exceptional executive presence.
- High attention to detail.
- Strong cross-functional instincts.
- Excellent written and verbal communication skills.