Senior Manager - Professional Services Operations & Strategy

Organizations everywhere struggle under the crushing costs and complexities of "solutions" that promise to simplify their lives. Freshworks builds uncomplicated service software that delivers exceptional customer and employee experiences, helping businesses grow and thrive.

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, the 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, Rev Ops, Finance, and regional PS leaders to ensure pricing discipline, commercial clarity, and operational execution are tightly aligned. This position works in close collaboration with an India‑based PS Operations Manager who oversees Deal Desk execution, process governance, and PSA administration.

Hybrid Role – Boston, MA
:
Based in the Boston Metro Area with in‑office presence three days per week (Tuesday‑Thursday).

• 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, and margin‑protective at scale.
• Partner with Sales and Rev Ops 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 to support 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 the 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, Rev Ops, Finance, and regional PS leadership on 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…