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
The Senior Manager, Professional Services Operations & Strategy is the primary business and operational owner for the global Professional Services organization. This role serves as the Director’s right hand for all PS-specific operations, commercial health, and performance management—ensuring predictable delivery, strong margin performance, and scalable growth.
In addition to owning forecasting, capacity planning, governance, and reporting, this role is accountable for Professional Services margin health through ownership of pricing strategy, packaging and SKU management, and services-specific terms and conditions. The Senior Manager partners closely with Sales, RevOps, Finance, and regional PS leaders to ensure pricing discipline, commercial clarity, and operational execution are tightly aligned.
This role works in close collaboration with an India-based PS Operations Manager, who oversees Deal Desk execution, process governance, and PSA administration.
Please note: This is a hybrid role that will be based in Boston, MA and requires an in-office presence three days per week (Tuesday - Thursday).
Professional Services Business Ownership
Act as the primary operational and commercial owner of the global PS business.
Serve as a trusted advisor and proxy for the Director on PS operational and margin-related matters.
Translate Services and company strategy into actionable PS operating plans, targets, and execution priorities.
Financial Performance, Margin & Forecasting
Own PS financial performance across bookings, revenue, cost, and margin.
Lead global PS forecasting, pacing, and variance analysis in partnership with FP&A.
Drive margin improvement through pricing discipline, delivery mix optimization, utilization management, and partner strategy.
Provide executive-level insights, risks, and recommendations through clear, data-driven reporting.
Pricing, Packaging, SKUs & Commercial Governance
Own Professional Services pricing frameworks, including list rates, discount guardrails, and margin thresholds.
Define and maintain PS packages and SKU structure, ensuring offerings are:
Partner with Sales and RevOps on pricing exception policies, escalation criteria, and approval thresholds.
Own PS-specific terms and conditions, including scope boundaries, delivery assumptions, overage models, and change-control constructs.
Monitor and report on rate realization, discount leakage, and package-level margin performance.
Capacity Planning & Delivery Mix Strategy
Own global PS capacity modeling and headcount planning in support of AOP and in-year reforecasting.
Partner with regional PS leaders to align staffing plans with demand, utilization targets, and margin goals.
Define internal vs. partner delivery mix strategies aligned to skills, cost structure, and margin outcomes.
Governance, Operating Cadence & Risk Management
Own PS delivery governance frameworks, including project health, risk tracking, quality controls, and escalation paths.
Lead PS operating cadence: weekly delivery and forecast reviews, MBRs, QBRs, and quarterly planning.
Ensure compliance with time tracking, project setup, margin checks, partner sourcing, and PMO standards.
Systems, Data Integrity & Reporting
Ensure end-to-end integrity of PS data across PSA, CRM, and financial systems.
Partner with India Ops Manager, Systems, and BI teams to maintain strong data hygiene and scalable reporting.
Own PS dashboards and KPIs across utilization, margin, bookings, delivery health, partner spend, and commercial performance.
Cross-Functional Leadership
Partner closely with Sales, RevOps, Finance, and regional PS leadership to align on:
Represent PS Ops in cross-functional forums and executive discussions.
People & Team Leadership
Provide strategic direction and prioritization across PS Ops initiatives.
Matrix-lead and partner with the India-based PS Operations Manager (Deal Desk, process, PSA admin).
Coach and develop ops talent; establish a high-performance, globally aligned operations engine.
Qualifications
10+ years experience in Professional Services Operations, Strategy, PMO, or Business Operations.
Proven experience owning PS financials, margin, and forecasting.
Demonstrated ownership of pricing, packaging, or commercial governance within a services or SaaS environment.
Strong analytical and modeling skills; executive-level communication ability.
Experience working with global teams and offshore partners.
Additional Information
Please note: This is a hybrid role that will be based in Boston, MA and requires an in-office presence three days per week (Tuesday - Thursday).
This role is based in the Boston Metro Area, and the expected base salary range for this position is as shown below. The actual base pay is dependent upon a variety of job-related factors such as professional background, training, work experience, business needs and market demand. Therefore, in some circumstances, the actual salary could fall outside of this expected range. This pay range is subject to change and may be modified in the future. This role is also eligible for a target bonus.
Compensation Package
$163,400-$214,515 USD Base Salary + Bonus
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.
