Manager - 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.

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.

We are looking for a highly organized and strategic Program Manager to support and scale our Marketing Operations function. This is a managerial role, with at least one direct report, responsible for driving execution across marketing systems, data quality initiatives, operational workflows, and cross-functional projects.

This role is focused on program and project management, stakeholder alignment, operational governance, and team leadership. You will not be hands-on configuring platforms, but you will guide teams, collaborate with specialists, manage dependencies, and ensure projects are delivered successfully.

Key Responsibilities

Program Management & Delivery

• Lead end-to-end management of key Marketing Operations initiatives (automation improvements, lead lifecycle programs, enrichment and data quality projects, compliance workflows, platform integrations, routing/scoring updates, etc.).
• Define project scope, timelines, milestones, risks, and success metrics for each initiative.
• Coordinate across Marketing, Sales, RevOps, Analytics, IT, Product, and vendor teams to ensure smooth execution.
• Maintain project plans, documentation, communication cadences, stakeholder updates, and risk logs.

People Management

• Manage and mentor at least one direct report.

• Provide guidance on prioritization, execution, career development, documentation standards, and operational rigor.

• Foster a culture of accountability, clarity, and continuous improvement.

Operational Ownership

• Partner with MoPs specialists to prioritize and sequence operational improvements.

• Collaborate with Finance and procurement to track budgets, vendor engagements, and operating expenses.

• Collaborate with the Analytics team to define reporting needs and understand underlying data requirements.

• Identify systemic gaps, streamline processes, and propose improvements that enhance operational efficiency and marketing effectiveness.

• Drive cross-functional alignment to ensure processes, data flows, and priorities are understood and executed consistently.

Professional Qualifications

• 1015+ years of experience in Marketing Operations, Revenue Operations, or Program Management.

• Experience managing at least one direct report, including coaching, performance management, and project oversight.

• Strong functional understanding of B2B SaaS marketing processes: lead flow, routing, scoring, enrichment, campaign operations, automation, and CRM interactions.

• Familiarity with Tech Stacks like Marketo, Salesforce, Allocadia, Databricks, Power BI, Tableau.

• Demonstrated success leading complex, cross-functional projects.

• Strong analytical aptitude with ability to interpret data and collaborate with analytics teams.

• Excellent communication, stakeholder management, and organizational skills.

• Comfortable working in fast-paced, evolving, and ambiguous environments.

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