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.

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 operat…