Customer Journey Operations Manager

PreVeil is hiring a Customer Journey Operations Manager to own the processes and systems supporting its Customer Success, Preferred Partner, and Technical Support organization. The role builds and improves AI-enabled workflows, platforms, reporting, and cross-team processes to make customer journeys more efficient and visible.

Responsibilities:

• Drive best-in-class, AI-enabled processes across the Customer Success, Preferred Partner and Technical Support teams. Work with Customer Journey leadership and key stakeholders (Product Management, Product Marketing, Sales and Revenue/AI Ops) to define and implement process improvements. Own the customer journey map and flow charts generated by those improvements
• Implement and manage a next-generation CS platform that moves the team from a reactive approach to AI-enabled outreach, with systematic health scoring and defined playbooks. Drive the processes and reporting that provide centralized visibility and accountability by CSM, surface insights that improve our key operational metrics, and monitor process adherence. Optimize and manage Intercom, our customer success service desk. Work closely with Product Marketing, RevOps and the CS team to measure and continuously improve AI effectiveness
• Implement and manage a cloud-based IT service desk, AI-enabled and with visibility into customer data. Partner with CS, Technical Support and RevOps to improve visibility into customer issues, resolution status, and escalations. Drive improved processes and centralized visibility and accountability of operational metrics by team member. Work closely with the Support Product Marketing and RevOps to measure and continuously improve AI effectiveness
• Support Customer Journey leadership in driving adoption of new tools and processes. Ensure each process is supported by clear documentation, training, and an effective date; monitor adherence and raise gaps; Help leadership coach and hold the team accountable so prescribed processes become standard practice
• Own reporting for Customer Success, Support and Preferred Partners, including translating complex data into root causes and actions for leadership
• Partner effectively with Revenue Ops to ensure all handoffs flow seamlessly from Sales and Marketing and alignment around overall AI strategy and tooling. Revenue Ops owns HubSpot, Salesforce, product adoption support, the context lake that powers our Claude agent, AI Governance across the GTM workflows. You own the CS platform, Intercom/Fin, the IT service desk and their related workflows and in-system AI adoption and effectiveness. When a need touches Salesforce, HubSpot or the context lake, you own gathering the business requirements, acceptance testing, and adoption; RevOps owns the build and system integrity. Where the other CS or TS systems depend on Salesforce or HubSpot data, you and RevOps agree on ownership up front and keep a shared roadmap. Together you ensure systems fit the whole tech stack and process changes do not disrupt other business flows

Requirements:

• 7–10 years in Customer Operations or a related operations role in a high-tech, high-volume SaaS environment
• Hands-on experience implementing and managing an AI-forward CS platform in a high-volume tech-touch environment (Planhat, Gainsight, etc.) and direct experience with Intercom and managing and optimizing Fin AI with complex queries
• Experienced with Claude Co-work and enterprise skill building for CS workflows
• A track record of building new workflows from scratch, managing them through cross-functional launch and adoption, and refining them over time
• Experience translating business needs into clear requirements for internal and external partners
• Strong project management skills
• Eastern Time Zone