Director, Marketing Operations

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&P Global, and Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations.Fresh vision. Real impact. Come build it with us.Job DescriptionWe are seeking a strategic and versatile Director of Marketing Operations to drive operational excellence, process optimization, and cross-functional alignment across the marketing organization. This role will serve as a key partner to Marketing, Sales Ops, RevOps, and Finance, helping scale efficient, standardized, and data-driven operating processes that support go-to-market execution.The ideal candidate brings deep expertise in marketing operations, go-to-market systems, and process design, with the ability to operate both strategically and tactically. This individual will play a critical role in improving execution, enabling operational scale, and embedding automation and AI into core marketing workflows.Marketing Operations & Process ExcellenceGovern and evolve the marketing operating model to drive simplification, standardization, scalability, and execution consistencyImprove operational efficiency through strong process discipline, QA, workflow optimization, and cross-functional coordinationAct as an operational integrator across marketing sub-functions to improve alignment, visibility, and speed of executionIdentify and close gaps in execution, process adoption, measurement, and operational follow-throughLead Flow Operations & GTM Process EnablementDesign and optimize lead flow processes across lead, account, and PQL lifecycles, including scoring, routing, enrichment, and progression workflowsPartner with Sales Ops and RevOps to ensure scalable handoff processes, SLA adherence, and operational alignment across GTM teamsMonitor operational funnel health and identify process or system bottlenecks impacting lead management efficiency and data qualityPartner with Analytics teams to support consistent attribution, reporting, and process measurement frameworksAI-Enabled Marketing OperationsEmbed AI and automation into operational workflows, including lead processing, scoring, routing, enrichment, QA, and performance monitoringDesign and scale practical AI-driven workflows and agent-based automations to improve operational efficiency and reduce manual workIdentify opportunities to automate repetitive tasks such as CRM/MAP updates, lead processing, data enrichment, and anomaly detectionPartner cross-functionally to implement AI capabilities while ensuring alignment with governance, data quality, and system architectureFoster a culture of experimentation and continuous improvement through practical AI adoptionCross-functional Leadership & Team DevelopmentDrive operational alignment and prioritization across Marketing, Sales Ops, RevOps, Finance, and Product teamsAct as a trusted operator across a broad range of operational and strategic initiativesBuild, mentor, and scale a high-performing marketing operations teamFoster a culture of accountability, continuous improvement, and operational excellenceQualifications12+ years of experience in marketing operations, revenue operations, sales operations, or related roles in a high-growth B2B environmentDeep understanding of marketing operations, lead management processes, CRM systems, and go-to-market technologiesStrong experience with marketing automation and CRM platforms (e.g., Marketo, Salesforce)Proven ability to drive process optimization, operational scale, and cross-functional alignmentStrong analytical and problem-solving skills with a process-oriented mindsetComfortable experimenting with and applying AI tools (e.g., Claude, Gemini) to improve workflows, drive efficiency, and support operational decision-makingExcellent communication and stakeholder management skillsBachelor’s degree required; MBA preferredAdditional InformationWe're committed to building a workplace that reflects the diverse world we serve. At Freshworks, you'll find inclusive teams, flexible thinking, and opportunities to grow your career - while making work better for millions. If this sounds like a journey you want to be part of, we'd love to meet you. Let's building something refreshing together. The annual base salary range for this position is $220,000 - $270,000 Base Salary. 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.At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.