Director, Marketing Strategy & Operations

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 un