Lead - Process and Program Excellence (Sales Operations)

Lead - Process and Program Excellence (Sales Operations)

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

Impact you can create

At Freshworks, our Go-To-Market (GTM) strategies move at lightning speed. In this role, you won't just support existing sales infrastructures; you will act as the strategic architect of our operational velocity. By leading our Sales Operations Process & Program Excellence initiatives, you will:

• Accelerate Revenue Velocity: Eliminate operational friction across the sales cycle, directly translating to faster deal execution and maximized sales productivity.

• Build an Agile GTM Infrastructure: Leverage your learning agility to quickly adopt and integrate cutting-edge sales technologies, ensuring our commercial teams stay ahead of market trends.

• Drive Cross-Functional Alignment: Act as a critical orchestrator, breaking down silos between Sales Leadership, Marketing, Finance, and Legal to create frictionless end-to-end workflows.

• Enable High-Growth Scalability: Optimize our territory, routing, and partner-led structures, preparing Freshworks to scale efficiently into new segments and global markets.

R&R (Roles & Responsibilities)

• Sales Lifecycle & Program Ownership: Lead the end-to-end execution of critical commercial programs, including territory mapping, lead-routing workflows, and partner-led sales pipelines.

• Onboarding & Hyper-Care Management: Establish and monitor a strict "30/60/90 day" operational activation framework for internal sellers and external partners to ensure rapid tool adoption and process compliance.

• Agile Change Management: Manage mid-cycle system adaptations, territory shifts, and rules-of-engagement updates resulting from business model pivots or product expansions.

• Data Governance & Documentation: Enforce high data hygiene across CRM/PRM systems. Author, communicate, and continuously update comprehensive Sales Ops playbooks and standard operating procedures (SOPs).

• Funnel Performance Engineering: Analyze and report on key sales performance indicators (KPIs), conversion metrics, and pipeline velocity to deliver actionable insights to executive leadership.

• Tooling Optimization & Innovation: Actively gather feedback from the field to evaluate, pilot, and deploy new sales automation, AI capabilities, and enablement tools.

Qualifications

Skills

• Learning Agility & Continuous Growth: A proven capacity to quickly master complex GTM tools, advanced data analytics, and evolving sales methodologies (e.g., MEDDPICC).

• Adaptability & Ambiguity Management: Comfort leading through organizational change, handling operational pivots, and thriving in a fast-paced SaaS ecosystem.

• Cross-Functional Collaboration: Strong interpersonal and diplomatic skills to effectively collaborate with, influence, and align diverse teams across Finance, Legal, Marketing, and Sales.

• Analytical & Solutions-Oriented Mindset: The ability to look at complex, messy operational data and synthesize it into clear, strategic, and actionable recommendations.

• GTM Systems Tech Literacy: High proficiency in modern CRM enterprise architectures (e.g., Salesforce, Freshsales), Partner Relationship Management (PRM) platforms, and BI data tools (e.g., Tableau, Looker).

Qualifications

• Education: Bachelor’s degree in Business Administration, Data Analytics, Finance, or a related field.

• Experience: 5–8 years of progressive professional experience in Sales Operations, Revenue Operations (RevOps), or Channel/Partner Operations.

• Industry Background: Demonstrated experience operating within a fast-growing, cloud-based B2B SaaS or technology company.

• Technical Expertise: Hands-on experience configuring, optimizing, and scaling enterprise-level sales technology stacks and workflow engines.

• Leadership Capability: Proven track record of managing large-scale operational projects and driving behavioral change through influence and cross-functional leadership.

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.

Experience Level

Senior Level