Global Head of Partner 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.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world. 

Fresh vision. Real impact. Come build it with us.

Job Description

As Director, Strategy & Operations, Channels &Alliances, you will serve as a strategic business partner to the SVP of Channels & Alliances, helping shape and execute the organization's long-term strategy while driving operational excellence across the global partner business. Reporting to the VP of Revenue Operations, you will work closely with executive leadership to translate business priorities into actionable plans, lead high-impact cross-functional initiatives, and improve the systems, processes, and insights that enable growth.

This is a highly visible role that sits at the intersection of strategy, operations, planning, and execution. You will partner across Sales, Customer Success, Finance, Product, Marketing, Legal, and Revenue Operations to solve complex business challenges, influence executive decision-making, and ensure the Channels & Alliances organization is positioned to scale efficiently.

Success in this role requires exceptional business acumen, analytical rigor, executive communication skills, and the ability to lead through influence in a fast-paced, high-growth SaaS environment.

Key Responsibilities

Strategic Planning & Executive Partnership

• Serve as a trusted strategic advisor to the SVP of Channels & Alliances, helping define organizational priorities, operating rhythms, and long-term business strategy.
• Partner with the VP of Strategy & Operations to develop annual operating plans, organizational objectives, and strategic initiatives aligned to company priorities.
• Prepare executive presentations, business reviews, and strategic recommendations for senior leadership and executive staff meetings.
• Drive planning processes including annual planning, quarterly business reviews (QBRs), operating reviews, and executive business updates.

Business Strategy

• Identify opportunities to accelerate partner growth through strategic initiatives, organizational improvements, market expansion, and operational innovation.
• Evaluate business performance, industry trends, competitive dynamics, and emerging opportunities to inform strategic decisions.
• Lead special projects and executive initiatives that require cross-functional leadership and executive visibility.

Cross-Functional Program Leadership

• Lead complex, cross-functional initiatives spanning Sales, Finance, Marketing, Customer Success, Product, Legal, and Revenue Operations.
• Align stakeholders around shared objectives while driving execution across multiple workstreams.
• Remove organizational friction and improve collaboration across global partner teams.

Business Performance & Analytics

• Develop executive-level dashboards and performance metrics that provide actionable insights into partner business health.
• Partner with Finance and RevOps to forecast business performance, monitor key initiatives, and identify opportunities to improve growth and productivity.
• Translate complex data into concise recommendations that influence executive decision-making.

Operational Excellence

• Optimize partner programs, planning processes, governance, and operational workflows to improve scalability.
• Drive continuous improvement across systems, processes, and reporting capabilities.
• Champion operational rigor while balancing speed, simplicity, and business impact.

Qualifications

•  
• 12+ years of experience in Strategy, Bu