About the role
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. We 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 Excellence Govern and evolve the marketing operating model to drive simplification, standardization, scalability, and execution consistency Improve operational efficiency through strong process discipline, QA, workflow optimization, and cross-functional coordination Act as an operational integrator across marketing sub-functions to improve alignment, visibility, and speed of execution Identify and close gaps in execution, process adoption, measurement, and operational follow-through Lead Flow Operations & GTM Process Enablement Design and optimize lead flow processes across lead, account, and PQL lifecycles, including scoring, routing, enrichment, and progression workflows Partner with Sales Ops and RevOps to ensure scalable handoff processes, SLA adherence, and operational alignment across GTM teams Monitor operational funnel health and identify process or system bottlenecks impacting lead management efficiency and data quality Partner with Analytics teams to support consistent attribution, reporting, and process measurement frameworks AI-Enabled Marketing Operations Embed AI and automation into operational workflows, including lead processing, scoring, routing, enrichment, QA, and performance monitoring Design and scale practical AI-driven workflows and agent-based automations to improve operational efficiency and reduce manual work Identify opportunities to automate repetitive tasks such as CRM/MAP updates, lead processing, data enrichment, and anomaly detection Partner cross-functionally to implement AI capabilities while ensuring alignment with governance, data quality, and system architecture Foster a culture of experimentation and continuous improvement through practical AI adoption Cross-functional Leadership & Team Development Drive operational alignment and prioritization across Marketing, Sales Ops, RevOps, Finance, and Product teams Act as a trusted operator across a broad range of operational and strategic initiatives Build, mentor, and scale a high-performing marketing operations team Foster a culture of accountability, continuous improvement, and operational excellence 12+ years of experience in marketing operations, revenue operations, sales operations, or related roles in a high-growth B2B environment Deep understanding of marketing operations, lead management processes, CRM systems, and go-to-market technologies Strong experience with marketing automation and CRM platforms (e.g., Marketo, Salesforce) Proven ability to drive process optimization, operational scale, and cross-functional alignment Strong analytical and problem-solving skills with a process-oriented mindset Comfortable experimenting with and applying AI tools (e.g., Claude, Gemini) to improve workflows, drive efficiency, and support operational decision-making Excellent communication and stakeholder management skills Bachelor’s degree required; MBA preferred We'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.