Director, Marketing Strategy & Operations at Freshworks · San Mateo

Company Description

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 Description

We are seeking a strategic and versatile Director of Marketing Strategy & Operations to drive operational excellence and revenue alignment across Marketing and Sales. This role will serve as a key partner to leadership, owning the design and optimization of the marketing-to-sales funnel while helping scale a high-performing, data-driven marketing organization.

The ideal candidate brings deep expertise in marketing operations, go-to-market systems, and funnel management, with the ability to operate both strategically and tactically. This individual will play a critical role in improving execution, driving alignment, and embedding automation and AI into core marketing workflows.

Revenue Alignment & Funnel Ownership

• Own and optimize the end-to-end marketing-to-sales funnel
• Design lead flow architecture, including scoring, routing, enrichment, and progression
• Partner with Sales and RevOps to align on SLAs, handoffs, and pipeline management
• Monitor funnel performance, identify bottlenecks, and drive improvements in conversion, lead quality, and revenue outcomes
• Partner with Analytics to ensure clear attribution, measurement, and performance visibility

Marketing Operations & Execution Excellence

• Govern and evolve the marketing operating model to drive simplification, standardization, and scalability
• Improve execution quality through strong process discipline, QA, and cross-functional alignment
• Act as an integrator across marketing sub-functions to improve coordination, speed, and consistency
• Establish and maintain operating rhythms with Marketing, Sales, RevOps, and Finance
• Identify and close gaps in execution, measurement, and follow-through

Marketing Technology, Data & Automation

• Serve as a strategic owner and power user of the marketing automation ecosystem and its core integrations (e.g., Salesforce, web platforms)
• Evaluate and optimize marketing technology to improve performance and reduce complexity
• Ensure strong data quality and governance across marketing and CRM systems, including enrichment, deduplication, and hygiene
• Partner with Data, Web, and Platform teams to enable scalable data flows and system reliability

AI-Enabled Marketing & Innovation

• Embed AI and automation into core marketing workflows, including lead scoring, routing, enrichment, and performance monitoring
• Design and scale use case-driven workflows leveraging AI and agent-based approaches to improve campaign execution, lead management, and operational efficiency
• Identify opportunities to automate repetitive tasks such as data enrichment, CRM/MAP updates, lead processing, and anomaly detection
• Partner with Data, Web, and Platform teams to implement AI-driven capabilities while ensuring alignment with governance, data quality, and system architecture
• Drive a culture of experimentation by testing and scaling practical AI use cases that improve productivity and decision-making

Cross-functional Leadership & Team Development

• Drive alignment and prioritization across Marketing, Sales, RevOps, Finance, and Product
• Act as a trusted operator across a broad range of strategic and operational initiatives
• Build, mentor, and scale a high-performing marketing operations team
• Foster a culture of accountability, continuous improvement, and operational excellence

Qualifications

• 12+ years of experience in marketing operations, revenue operations, or a related role in a high-growth B2B environment
• Deep understanding of marketing-to-sales funnel mechanics, lead management, and conversion optimization
• Strong experience with CRM and marketing automation platforms (e.g., Salesforce, Marketo, Clay, Allocadia, Demandbase)
• Comfortable experimenting with and applying AI tools (e.g., Claude, Gemini) to improve workflows, drive efficiency, and accelerate insight generation.
• Proven ability to lead cross-functional initiatives and drive measurable business impact
• Strong analytical and problem-solving skills
• Excellent communication and stakeholder management skills
• Bachelor’s degree required; MBA preferred

Additional Information

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.

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.

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.