AI-Driven Customer Journey Operations Lead

PreVeil; United States; On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

Equity

Bonus eligibility

Excellent benefits

Job summary

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

This is an individual contributor role for a builder who creates scalable workflows across teams, standing up new processes and tools, and driving adoption with visibility and accountability across the customer journey.

Qualifications

• 7–10 years in Customer Operations or related operations role in a high-tech, high-volume SaaS environment.
• Hands-on experience implementing and managing an AI-forward CS platform (Planhat, Gainsight) and direct experience with Intercom.
• Experienced with Claude Co-work and enterprise CS workflow building.
• A track record of building new workflows from scratch and refining them over time.

Responsibilities

• Own end-to-end customer journey processes across CS, Preferred Partner and Technical Support teams.
• Implement and manage a next-generation CS platform with AI-enabled outreach, health scoring, and defined playbooks.
• Drive cloud-based IT service desk operations with visibility into issues, resolutions and escalations.
• Lead process adoption with clear documentation, training, and governance.
• Own reporting for CS, Support and Partners and translate data into actionable insights.

Skills

Project management

Cross-functional collaboration

AI/Automation mindset

Customer operations

Tools

Planhat

Gainsight

Intercom

Job description

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

This is an individual contributor role for a builder who creates scalable workflows across teams, standing up new processes and tools, and driving adoption with visibility and accountability across the customer journey.