Director, Marketing Operations

Job Description

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, Rev Ops, 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.

• 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

• Design and optimize lead flow processes across lead, account, and PQL life cycles, including scoring, routing, enrichment, and progression workflows
• Partner with Sales Ops and Rev Ops 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

• 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

• Drive operational alignment and prioritization across Marketing, Sales Ops, Rev Ops, 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.

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.