Senior Manager Professional Services Operations & Strategy

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 Directors right hand for all PS-specific operations commercial health and performance managementensuring predictable delivery strong margin performance and scalable growth.

In addition to owning forecasting capacity planning governance and reporting this 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 RevOps Finance and regional PS leaders to ensure pricing discipline commercial clarity and operational execution are tightly aligned.

This role works in close collaboration with an India-based PS Operations Manager who oversees Deal Desk execution process governance and PSA administration.

Please note: This is a hybrid role that will be based in San Mateo CA and requires an in-office presence three days per week (Tuesday - Thursday). 

Professional Services Business Ownership

• 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.

Financial Performance Margin & Forecasting

• 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.

Pricing Packaging SKUs & Commercial Governance

• 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.

Capacity Planning & Delivery Mix Strategy

• 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.

Governance Operating Cadence & Risk Management

• 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.

Systems Data Integrity & Reporting

• 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.

Cross-Functional Leadership

• 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.

People & Team Leadership

• 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.

Qualifications :

• 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.

Additional Information :

Please note: This is a hybrid role that will be based in San Mateo CA and requires an in-office presence three days per week (Tuesday - Thursday). 

This role is based in the Boston Metro Area and the expected base salary range for this position is as shown below. The actual base pay is dependent upon a variety of job-related factors such as professional background training work experience business needs and market demand. Therefore in some circumstances the actual salary could fall outside of this expected range. This pay range is subject to change and may be modified in the future. This role is also eligible for a target bonus.

Compensation Package

$163400-$234945 USD Base Salary Bonus

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.

Remote Work :

No

Employment Type :

Full-time