Senior Manager - Employee Relations

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. The Freshworks People team shapes experiences that maximize the potential of our people. Based in San Mateo (HQ), this Senior Manager, Employee Relations role is a key member of our global ER leadership team, owning the employee relations agenda across the United States and Europe.  You will co-create ER strategy alongside our global ER leadership, bringing a unique lens and deep cross-cultural fluency to how we build a high-trust, high-performance culture. We are re-imagining Employee Relations for today’s world — how we handle workplace conflicts, how we take a more proactive, data-driven approach to organisational health, and how we teach employees to share diverse points of view with respect. At Freshworks, we believe we are stronger together. What You’ll Bring BS/BA degree required; JD or advanced HR qualification a plus. 7+ years of relevant experience in employee relations, workplace conflict, and performance management, with meaningful exposure to both European and US employment environments. Proven experience operating as an ER practitioner at a senior level, with the ability to execute independently while contributing to broader global strategy. Demonstrated ability to attract, develop, and inspire talent; experience managing or mentoring ER team members or HR colleagues. Fresh, innovative, and data-driven thinking applied to complex, long-standing ER challenges — with a growth mindset and a track record of high-impact outcomes. Strong business and people acumen, with excellent consulting, conflict resolution, and facilitation skills across diverse cultural contexts. In-depth understanding of diversity, equity, and inclusion issues and their application to employee relations practice. Knowledge of UK and European employment law (including but not limited to GDPR, works council obligations, and country-specific labour laws across the EU) highly desired.  Proficient in US employment law (ADA, ADEA, FMLA). Knowledge of additional markets (Canada, India, Israel, Australia) is an advantage. Collaborative, influential, and decisive — able to lead and partner at all levels of the organisation while keeping stakeholders informed. Comfort with HR technology and case management tools (e.g. Salesforce, ServiceNow, Smartsheet); operational rigour in everything you do. How You Will Lead Co-create ER strategy with the global ER leadership team, ensuring alignment and consistency across the US and other regions. Own the day-to-day ER agenda for Europe and the United States — from complex case management to coaching managers and HR Business Partners on handling workplace issues with confidence and consistency. Build capability across the broader People organization on conflict resolution, mediation, restorative justice, and bias-aware decision-making. Partner with the global ER team to re-imagine how we address performance concerns, involuntary exits, and organisational changes — grounded in principle, designed for people, and executed with operational excellence. Serve as a trusted expert on organizational health issues: gaps in belonging and trust, manager-employee conflicts, and behaviours that do not align to Freshworks’ values or DEI commitments. Ensure governance and compliance with employment policies and practices across the US and Europe, including interpretation and application of relevant laws, regulations, and corporate policy. Work closely with HR Business Partners, Talent Development, Total Rewards, and Legal to deliver coordinated, seamless support on ER matters. Drive accountability through strong case management practices, meaningful metrics, and a continuous improvement mindset. Partner with Legal to navigate works councils, trade unions, and local consultation requirements in European markets. Education & Experience Education: Bachelor’s degree in Human Resources, Business, or related field required; JD, Master’s in HR/Labor Relations, or advanced HR certifications (e.g., SPHR, SHRM-SCP) desired. Relevant Experience: 8+ years of progressive, direct experience in Employee Relations, Workplace Investigations, and Performance Management, including at least 3+ years in a senior/lead capacity within a fast-paced, matrixed tech company or enterprise software environment. Cross-Border Expertise: Hands-on operational experience managing ER matters across both US and European jurisdictions (specifically UK, Germany, France, or Netherlands). Legal & Compliance Mastery US Employment Law: Deep expertise in US federal, state, and local employment laws and regulations (including FMLA, ADA/ADAAA, ADEA, Title VII, FLSA, FEHA, and state-specific leave/separation mandates). European Labor Relations: Working knowledge of European employment legislation, GDPR compliance as applied to workplace investigation