Customer Journey Operations Manager

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $120k - $150k / year

⏰ Full Time

🟠 Senior

🔴 Lead

⚙️ Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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PreVeil

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

💼 Consulting

🎖️ Defense

🏥 Healthcare

💰 $20M Private Equity Round - PreVeil on 2022-10

Consulting • Defense • Healthcare

PreVeil is a US-designed and developed secure communication and collaboration SaaS that provides end-to-end encrypted email and file sharing tailored for defense and highly regulated industries. Its platform (Email, Drive, and Compliance Accelerator) enables organizations to meet stringent standards such as CMMC, NIST SP 800-171, ITAR, DFARS, and HIPAA while integrating with existing email systems and workflows. PreVeil positions itself as a lightweight, deployable alternative to costly government clouds, offering zero-knowledge encryption, ransomware protection, and assessment-ready compliance documentation for enterprises, contractors, and professional services.

📋 Description

• Own end-to-end customer journey processes across Customer Success, Preferred Partner, and Technical Support teams • Define and implement process improvements with Customer Journey leadership and cross-functional stakeholders • Own customer journey maps and flow charts • Implement and manage a next-generation CS platform with AI-enabled outreach, health scoring, playbooks, reporting, and accountability • Optimize and manage Intercom and Fin AI • Measure and continuously improve AI effectiveness with Product Marketing, RevOps, and Customer Success • Implement and manage a cloud-based, AI-enabled IT service desk • Improve visibility into customer issues, resolution status, escalations, and operational metrics • Drive adoption of new tools and processes through documentation, training, effective dates, monitoring, and accountability • Own reporting for Customer Success, Support, and Preferred Partners, translating data into root causes and leadership actions • Partner with Revenue Operations on handoffs, AI strategy, tooling, requirements, acceptance testing, adoption, and shared roadmaps • Maintain the customer journey map and cross-team project plan • Launch a cloud-based IT service desk with agentic AI workflows and two-way CS/Technical Support visibility • Improve Technical Support SLAs, outcomes, and CS/TS auto-resolution rates • Launch a single-pane-of-glass CS platform with agentic AI workflows, health scores, and management visibility into CSM follow-through and retention trends

🎯 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.) • Direct experience with Intercom and managing and optimizing Fin AI with complex queries • Experience with Claude Co-work and enterprise skill building for CS workflows • 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 • Ability to travel monthly for in-person sessions • AI and automation mindset • Ability to drive programs across Revenue Operations, Customer Success, Technical Support, Product, and Partner teams • Ability to write clear requirements for systems not owned directly and influence without direct authority • Ability to stand up new workflows, platforms, and programs in a fast-paced, high-volume environment

🏖️ Benefits

• Bonus eligibility • Equity eligibility • Competitive compensation • Excellent benefits • Opportunity to make a real impact on cybersecurity and defense compliance