Director - Partner 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.

As Director – Partner Operations, you will lead and deliver critical cross-functional initiatives and manage the operations and strategic initiatives of our Business teams, specifically focusing on Partnerships and Channel Sales. You will be responsible for driving the strategy, execution, and continuous improvement of partner operations across global regions. This role requires close collaboration with the Senior Leadership team across Sales, Customer Success, Finance, Product, and Support.

You will optimize sales and partner processes, implementing best practices to maximize efficiency and revenue growth. You will also lead a high-performing team, fostering professional development and operational excellence. Additionally, you will oversee the management of sales tools, systems, and data governance to enhance visibility and decision-making. The role includes identifying and implementing scalable solutions to support business expansion and improve sales productivity.

Success in this position requires strong leadership, analytical expertise, and deep domain knowledge of partner operations within SaaS organizations.

Key Responsibilities

• Partner with the SVP of Channels & Alliances to develop and implement tailored sales strategies for channel partners, maximizing their effectiveness in reaching target markets and driving revenue growth.
• Provide thought leadership and drive action across process improvement, methodology, market integration, competitive analysis, and positioning.
• Promote efficiencies and partner focus across a complex, matrixed enterprise sales organization.
• Lead and execute the vision for partner analytics, including defining a measurement framework and key process and leading indicator metrics that deliver actionable insights.
• Develop and disseminate performance metrics and project outcomes through dashboards and reporting to monitor business health, capture insights, and inform recommendations.
• Design and implement revenue growth strategies, productivity and scale models, forecasts, and streamlined processes for partner teams.
• Drive continual improvements in quality, accuracy, process consistency, and defect elimination.

• 12+ years of experience in revenue operations, sales operations, or strategy roles within high-growth SaaS companies.
• Proven ability to work independently and take initiative in a fast-paced environment.
• Demonstrated experience leading cross-functional teams and developing innovative solutions for complex, ambiguous challenges.
• Strong business and financial acumen with an understanding of marketing, sales, customer success, and project management methodologies in the SaaS industry.
• Ability to thrive in a global, matrixed organization and collaborate effectively across Sales, Marketing, Product, and Finance functions.
• Skilled at delivering clear, concise, and reliable analysis and insights to stakeholders.
• Experience developing and tracking metrics, measuring key performance indicators (KPIs), and translating insights into actionable strategies.
• Data-driven decision-maker with a strong analytical foundation and the ability to provide strategic guidance.
• Proven ability to manage multiple priorities simultaneously and drive complex projects to completion.

The Successful Candidate

• Demonstrates sound business judgment and a proven ability to influence others.
• Possesses strong analytical skills and a track record of ownership, data-driven decision-making, and impactful results.
• Is a creative, hands-on problem solver capable of making thoughtful, strategic decisions.
• Thrives in dynamic, fast-changing environments and can effectively manage ambiguity.
• Balances a bias for action with meticulous attention to detail.
• Adapts quickly to evolving business needs and priorities.
• Communicates effectively, both verbally and in writing, with experience presenting to senior leadership.

The annual base salary range for this position is $191,200 — $274,850 USD.

Please note this is a hybrid role that requires an in-office presence 3 days/ week (Tue-Thur) from our San Mateo headquarters

Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Bonus/equity 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.