Why This Job is Featured on The SaaS Jobs
Freshworks operates in the B2B SaaS ecosystem with a large customer base and a broad go-to-market surface area, which makes marketing operations a core systems-and-governance function rather than a support desk. This role sits at the intersection of marketing systems, data quality, and cross-functional delivery—work that tends to become more critical as SaaS organizations expand product lines, regions, and routing/compliance complexity.
From a SaaS career perspective, the mandate is notable for its emphasis on program leadership over tool configuration. Managing initiatives like lead lifecycle changes, enrichment, integrations, and scoring updates builds durable operating-model skills: defining success metrics, aligning stakeholders across RevOps/IT/Analytics, and keeping execution reliable while requirements shift. That combination translates across SaaS companies because it maps to recurring problems in pipeline hygiene, attribution confidence, and scalable process design.
The role is best suited to someone who prefers orchestrating specialists and dependencies, and who enjoys turning ambiguous operational needs into structured roadmaps and governance. It also fits a manager who wants to develop others while staying close to the mechanisms that connect marketing activity to CRM data and revenue processes.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
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
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.
Qualifications
Professional Qualifications
10–15+ 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.
Additional Information
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.
