Senior Manager - Professional Services Operations & Strategy

Freshworks•Boston, MA

2h•Hybrid

About The Position

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, 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 Boston, MA and requires an in-office presence three days per week (Tuesday - Thursday).

Requirements

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.

Responsibilities

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 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.
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.
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 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, 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.
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.