Manager - Web Experience

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Headquartered in San Mateo, California, Freshworks has a global team operating from 13 global locations to serve more than 65,000 companies - from startups to public companies – that rely on Freshworks software-as-a-service to enable a better customer experience (CRM, CX) and employee experience (ITSM).

Freshworks’ cloud-based software suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshchat (AI-powered bots), supported by Neo, our underlying platform of shared services.

Freshworks is featured in global national press including CNBC, Forbes, Fortune, Bloomberg and has been a BuiltIn Best Place to work in San Francisco and Denver for the last 3 years. Our customer ratings have earned Freshworks products TrustRadius Top Rated Software ratings and G2 Best of Awards for Best Feature Set, Best Value for the Price and Best Relationship.

Please note: This role will be based in Bellevue, WA and requires an in-office presence.

The UX Content Strategy function at Freshworks is a critical part of our mission to create a customer-centric website and digital experience. In this role, you’ll drive the content vision for Web Experiences, creating and optimizing strategies for personas, templates, copy, layout, flow, navigation, and information architecture. As an expert in user experience and content strategy for corporate websites, you’ll blend qualitative and quantitative insights with industry best practices to redesign, scale, and optimize digital journeys.

• Define, evangelize and continuously evolve the UX content strategy for Freshworks.com.

• Translate the company brand, product positioning, and company go-to-market into website navigation and information architecture.

• Craft UX copy and standards for key experiences, templates, and flows across the site.

• Conduct primary and secondary research, including audits, workshops, evaluations, and competitive reviews to gather insights and align goals.

• Architect sitemaps, page templates, content models, briefs, and other web content strategy artifacts.

• Create wireframes, user flows, journeys, personas and other strategic user experience artifacts..

• Partner with the growth marketing team to drive more engagement and conversion rate optimization through iterative content design, A/B testing, and experimental strategies including personalization for top pages and journeys, allowing for more contextual campaign, account, or segment-driven offers

• Conduct user research, including usability research, card-sorting, or contextual interviews, synthesizing findings into actionable insights and recommendations.

• Consult web analytics data to drive and validate improvements to the user experience.

• Partner with copywriters, stakeholders, marketers, UX designers, visual designers, SEO, publishers, developers, product managers to update, optimize, and redesign the website.

• 
  7+ years professional experience leading content design projects for corporate or e-commerce websites, either in-house or at agency.

• Expert in designing consumer-esque landing pages and UX copy for B2B, SaaS, or technology websites.

• Experience working on large, global, and multi-property websites with complex translation and localization needs.

• Educational or professional background in user experience, content, or psychology.

• Work samples or portfolio demonstrating history of delivering customer-focused business outcomes, where insights informed strategies leading to measurable results.

• Expert knowledge of website CMS systems (eg. Contentful), personalization and testing tools (eg. Optimizely), quantitative web analytics tools (eg. Google Analytics), qualitative research platforms (eg. UserTesting.com or OptimalSort), session analytics or heat mapping tools.

• Executive presentation, speaking, and communication skills.

• Strategic thinker and innovative problem solver.

Washington Pay Range: $176,480—$286,780 comprising an annual salary and incentive compensation.

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.

Freshworks Benefits: Freshworks offers multiple options for medical, dental, vision, disability and life insurance. Flexible time off (plus paid US holidays), commuter benefits (attached to a flexible spending account) and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

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.