Jen Bush

About Jen Bush

Strategic and results-oriented leader with 18+ years of experience in professional services, SaaS delivery, and operational excellence within B2B environments.Demonstrated success in scaling service delivery operations, driving revenue growth, and improving profitability while aligning organizational strategies with market demands. Adept at designing and implementing service portfolios, optimizing resource allocation, and fostering cross-functional collaboration to achieve business objectives. Known for building high-performing teams, driving innovation in service delivery models, and ensuring exceptional client outcomes through operational rigor and strategic vision.Throughout my career, I’ve led initiatives that have driven significant growth and improved organizational performance: 40% YoY revenue growth and a 46% profit margin improvement by launching tiered subscription offerings and optimizing service portfolios at Atlassian. Streamlined time-to-market by 50%+ for new services through cross-functional collaboration and governance frameworks. Enhanced decision-making by delivering data-driven insights and executive reporting for senior leadership. Successfully managed multimillion-dollar portfolios and led teams of 20+ to 50+ professionals, achieving high-quality outcomes and customer satisfaction.I am passionate about aligning GTM strategies with organizational priorities, building scalable frameworks, and fostering cross-team collaboration that unlocks operational excellence. My approach combines strategic vision, strong execution, and data-backed decision-making to help organizations achieve sustainable success.Core competencies include:• Business Operations & Strategy• GTM Execution & Services Offer Management• Executive Reporting & Decision Support• Cross-Functional Team Leadership• Data Analysis & KPI ManagementIf you\'re looking to connect with a leader who delivers measurable results, drives efficiencies, and builds high-performing teams, let’s connect!

Experience

1. Director, Operations & Strategy, Success & Services

   Freshworks

   May 2025 — Present

   Designed a 3-pillar ops model (Business Ops, Sales/Commercial Ops, Reporting & BI) to support global PS and CS delivery, including PMO/RMO and PSA admin in India.Built the FY26 AOP for Services: unified bookings/revenue targets, margin levers, attach-rate assumptions (NA & International 26–28%), and utilization baselines (60% billable / 20% productive) tied to headcount and partner spend.Standardized intake and delivery governance (Freshservice → PSA → Power BI) so regional leaders can self-serve project status, utilization, TTV, and churn/renewal risk.Led the PSA + Salesforce + Power BI reporting buildout to give exec, delivery, and partner views (utilization, time-to-start, time-to-value, bookings vs plan, partner POs).Launched a PO/partner request catalog and partner PO governance to reduce in-region delivery costs and push more work to India-based teams.Partnered with Finance to evaluate rate cards, T & Cs, and SKU complexity ahead of a services price/packaging refresh.Managed a distributed team (US + India) of PMO/RMO analysts, PSA/sysadmin, and deal-desk concierge; delegated operational data entry and report maintenance to offshore team to protect US leadership capacity.

Education

• University of South Carolina

  Bachelor's degree

Skills

• Data Analysis
• Continuous Process Improvement
• Testing
• Sharepoint
• Cross-Functional Team Leadership
• Integration
• Sql
• Microsoft Project
• Visio
• Project Management
• Db2
• Insurance Billing
• Jira
• Program Management
• Sap
• Account Management
• Atlassian
• Requirements Gathering
• Insurance
• Agile Methodologies
• Jcl
• Management
• Leadership
• Business Analysis
• Portfolio Management
• Software Development Life Cycle (Sdlc)
• Business Process
• Offshore Resource Management
• Analysis
• Confluence
• Requirements Analysis
• Software Project Management
• Crm
• Enterprise Resource Planning (Erp)
• Enterprise Software
• Axure
• Sdlc
• Customer Relationship Management (Crm)
• Software Implementation
• Professional Services