Freshworks · 1 day ago
Senior Manager - Professional Services Operations & Strategy
Boston, MA
Full-time
Hybrid
Senior Level, Lead/Staff
$163K/yr - $235K/yr
10+ years expFreshworks is a company that builds uncomplicated service software aimed at enhancing customer and employee experiences. The Senior Manager, Professional Services Operations & Strategy will oversee the global Professional Services organization, focusing on operational efficiency, financial performance, and strategic planning to ensure scalable growth and margin health.
CRMInformation ServicesInformation TechnologySaaSSoftware
Responsibilities
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
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
Own Professional Services pricing frameworks, including list rates, discount guardrails, and margin thresholds
Define and maintain PS packages and SKU structure, ensuring offerings are: Easy to sell, Operationally executable, Margin-protective at scale
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
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
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
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
Partner closely with Sales, RevOps, Finance, and regional PS leadership to align on: Attach rate strategy, Pricing and packaging execution, Forecast accuracy and deal quality
Represent PS Ops in cross-functional forums and executive discussions
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
Qualification
Required
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
Benefits
Target bonus
Company
Freshworks
Freshworks is building and delivering online cloud-based software-as-a-service that provides helpdesk support with automation solutions.
1001-5000 employees
H1B Sponsorship
Freshworks has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (22)
2024 (23)
2023 (7)
2022 (11)
2021 (10)
2020 (4)
Funding
Current Stage
Public CompanyTotal Funding
$484MKey Investors
Steadview CapitalPeak XV PartnersTiger Global Management
2021-09-21IPO
2020-01-01Secondary Market· $85M
2019-11-04Series H· $150M
Leadership Team
Dennis Woodside
CEO, President
Shan Krishnasamy
Co-founder and CTO
Recent News
2026-01-08
2026-01-07
Hindu Business Line
2026-01-07
Company data provided by crunchbase