Customer Journey Operations Manager

Responsibilities

The manager will own the end-to-end processes and systems for the Customer Success, Preferred Partner, and Technical Support organizations. They are responsible for implementing AI-enabled workflows, managing service desk platforms, and driving cross-functional operational improvements.

Requirements

The ideal candidate has 7–10 years of experience in high-volume SaaS customer operations with hands-on expertise in AI-forward platforms. Strong project management skills and the ability to translate business needs into technical requirements are essential.

Skills

• Customer operations
• SaaS
• AI-enabled processes
• Customer success platforms
• Intercom
• Fin AI
• Claude Co-work
• Project management
• Workflow automation
• Data analysis
• Technical support operations
• Cross-functional leadership
• HubSpot
• Salesforce
• Process documentation
• Reporting and forecasting

Benefits

• Competitive compensation
• Bonus
• Equity
• Excellent benefits

About this role

PreVeil is hiring a Manager, Customer Journey Operations to own the end-to-end processes and systems that power our AI-forward, high-volume Customer Success, Preferred Partner, and Technical Support organization.

This is an individual contributor role for a builder who thinks in scalable processes and systems. You will stand up new workflows and tools, drive them across teams, and iterate on them over time, so every customer moves through their journey with efficiency and visibility.

It is also an inherently cross-functional role. You will serve as the operational backbone of the Customer Journey team, partnering closely with Revenue/AI Ops, Product Marketing, Product Management, Sales and, Customer Success, Technical Support, and the Preferred Partner team.

What You'll Own

End-to-End Customer Journey Processes: 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.

Customer Success Operations: 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.

Technical Support Operations: 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.

Process Adoption: 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.

Reporting and Forecasting: Own reporting for Customer Success, Support and Preferred Partners, including translating complex data into root causes and actions for leadership.

Revenue Ops Partnership: 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.

What Success Looks Like at 6 Months
You own the journey map, keeping it up to date as processes change, and the cross-team project plan, driving actions to timelines.
A new cloud-based IT service desk is live, with agentic AI workflows and two-way visibility between CS and Technical Support into tickets by customer, health score, and customer segment. You are instrumental in helping TS improve SLAs and outcomes.
AI outcomes such as auto-resolution rates for CS and TS inbound workflows are significantly better than when you started and there is a process in place to tightly partner with Product Marketing, RevOps and CJ leadership to continuously improve while maintaining CX scores
A single-pane-of-glass CS platform is live, with agentic AI workflows, systematically determined individual and portfolio health scores, and management visibility into CSM task follow-through and its impact on health score trends and retention. Our Portfolio CSMs can comfortably manage books of business of $5M and 750 accounts.
Ideal Candidate Profile

Experience
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 and ability to travel monthly for in-person sessions
Skills and Mindset
AI and automation mindset. You look first for where AI and automation can reduce manual effort and drive scalability
A collaborative operator. You drive programs across Revenue Operations, Customer Success, Technical Support, Product, and Partner teams to create one unified operating picture, writing clear requirements for systems you do not own and influencing without direct authority
Operationally minded. You enjoy standing up new workflows, platforms, and programs that let a team scale and operate ...

About PreVeil Inc

Software Development · 51-200 employees · headquartered in Boston, MA · founded 2015