Director - Process and Program Excellence

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.

Freshworks Inc. builds uncomplicated service software that delivers exceptional employee and customer experiences. Our people-first approach to AI eliminates friction, helping businesses reduce complexity, lower cost-to-serve, and deliver faster, more human support through enterprise-grade yet easy-to-use CX and IT solutions. Nearly 75,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks to power their Employee Experience (EX) and Customer Experience (CX) operations.
 

Fresh vision. Real impact. Come build it with us.

Job Description

Role Overview

We are seeking an experienced Director, Channel Operations to lead the strategy, systems, processes, and operational excellence that power our global partner ecosystem. This leader will be responsible for building scalable channel operations frameworks, optimizing partner-facing systems, driving data-driven decision-making, and leading a high-performing operations team that enables partner growth and revenue impact.
 

Key Responsibilities

Systems Strategy & Partner Experience

• Define and execute a multi-year systems roadmap across the partner lifecycle, including onboarding, enablement, deal management, co-selling, and reporting.
• Own the partner portal strategy and enhancement roadmap, driving continuous improvements to usability, automation, and self-service capabilities.
• Evaluate, implement, and optimize PRM, CRM, and related technologies to support a scalable global partner ecosystem.
• Partner with Sales, Partner Programs, Revenue Operations, IT, and Finance teams to ensure seamless end-to-end systems integration and execution.

Channel Operations & Process Excellence

• Design, implement, and govern scalable global channel operations processes across channel sales, partner marketing, compliance, and deal operations.
• Establish and maintain Rules of Engagement (ROE) frameworks that minimize channel conflict and improve partner trust.
• Own deal registration policies, governance, and execution while ensuring alignment between direct sales and partner teams.
• Drive operational excellence across partner onboarding, tier management, incentive administration, MDF/co-op programs, and partner lifecycle management.

Data, Reporting & Business Insights

• Establish governance frameworks that ensure CRM and PRM data accuracy, integrity, and consistency.
• Build scalable reporting and analytics capabilities to support executive decision-making and operational visibility.
• Develop partner performance dashboards and business reviews covering pipeline, revenue, compliance, partner health, and program effectiveness.
• Deliver actionable insights that influence partner investments, program enhancements, and strategic business decisions.

People Leadership

• Lead, mentor, and develop a high-performing team of channel operations, partner operations, and deal operations professionals.
• Create a culture of accountability, continuous improvement, operational excellence, and customer-centric thinking.
• Establish clear career development pathways, performance expectations, and growth opportunities for team members.
• Partner closely with channel leaders, program managers, and partner success teams to ensure operational support accelerates partner growth.

Qualifications

• 13+ years of experience in Channel Operations, Partner Operations, Revenue Operations, Sales Operations, or related functions within a high-growth technology or SaaS environment.
• 5+ years of people leadership experience managing and developing high-performing operational teams.
• Proven experience designing and scaling global partner programs, channel operations processes, and governance frameworks.
• Deep understanding of deal registration, channel conflict management, partner incentives, MDF/co-op programs, and partner lifecycle management.
• Experience leading large-scale systems implementations and process transformation initiatives.

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.