Director, Marketing Strategy & Operations

Responsibilities

• Govern and evolve the marketing operating model to drive simplification, standardization, and scalability.
• Design and optimize lead flow processes across lead, account, and PQL lifecycles, including scoring and routing.
• Embed AI and automation into operational workflows to improve efficiency in lead processing, enrichment, and QA.
• Partner with Sales Ops, RevOps, and Finance to ensure scalable handoff processes and SLA adherence.
• Build, mentor, and scale a high-performing marketing operations team.
• Identify and close gaps in execution, process adoption, and measurement frameworks.

Requirements

• 12+ years of experience in marketing operations, revenue operations, or sales operations in a high-growth B2B environment.
• Deep understanding of lead management processes and CRM systems.
• Strong experience with marketing automation and CRM platforms, specifically Marketo and Salesforce.
• Proficiency with and comfort experimenting with AI tools such as Claude or Gemini to improve workflows.
• Bachelor's degree is required.
• Strong analytical, problem-solving, and stakeholder management skills.

Preferred Qualifications

• MBA degree.

About the Company

Freshworks 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 trust Freshworks to power their operations.