Professional Services Operations & Strategy Lead

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.

The Professional Services Operations Lead is responsible for leading and managing the day-to-day financial operations of the global professional services team. This includes overseeing the central tools and processes supporting client delivery, optimizing operational workflows, collaborating with cross-functional teams, and ensuring that performance goals are met. The director will collaborate with leadership to drive strategic initiatives, manage resource allocation, improve client satisfaction, and ensure overall business success.

Responsibilities:

1. Operational Strategy for Service Delivery Management:

   • Develop and implement operational strategies to enhance the efficiency of the professional services team and to support our collaboration with the field sales, cs, and partner ecosystems.

   • Work closely with senior leadership to define and execute the company’s overall strategic vision. Establish and monitor key performance indicators (KPIs) to measure the effectiveness and success of operations.

   • Assist with timely, cost-effective delivery of service health visibility, including project financial health and scheduling. Provide insights to support healthy execution of client projects to ensure high levels of satisfaction and that project deliverables are met within scope, budget, and timeline.

2. Leadership and Team Management:

   • Lead, mentor, and manage a team of operations analysts globally

   • Collaborate with regional leaders and engagement managers to support business and project needs

   • Provide guidance and insights on trends and metrics across the business to improve team performance and ensure high-quality service delivery.

   • Foster a culture of continuous improvement, collaboration, and innovation within the team.

3. Process Optimization:

   • Continuously evaluate and improve operational processes to increase efficiency and reduce costs.

   • Support continuous improvement initiatives for tooling to facilitate project visibility, scoping and SOW generation.

   • Leverage technology and automation tools to optimize operational workflows.

4. Financial Management:

   • Collaborate with the finance team to create budgets, forecast revenue, and manage operational costs.

   • Monitor financial performance, identify areas for cost savings, and ensure that the professional services business delivers against our financial goals.

5. Cross-Functional Collaboration:

   • Work across stakeholders from other departments to align operations with business goals.

   • Provide input on service offerings and product development to enhance the value delivered to clients.

Experience:

• Minimum of 10 years of experience in consulting operations or service delivery, with at least 7 years in a leadership role.
• Proven experience in supporting consulting programs and overseeing financial operations.
• Background in professional services, IT services, or consulting is preferred.
• Understanding of SaaS business models including retention and adoption strategies

Skills:

• Strong leadership and people management skills.
• Excellent problem-solving, decision-making, and analytical abilities.
• Proficiency with project management and business intelligence software tools
• Familiarity with financial forecasting and budget management.
• Strong communication and interpersonal skills.
• Ability to work under pressure and meet deadlines in a fast-paced environment.

Personal Attributes:

• Strategic thinker with a hands-on approach.
• Detail-oriented, with an ability to focus on both the big picture and day-to-day operations.
• Exceptional organizational and multitasking abilities.
• Strong sense of accountability and integrity.

The annual base salary range for this position is $157,600 — $226,550 USD

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.

Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Equity + ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.