Customer Operations Director
About the role
We are PMG
PMG, a global independent platform company engineered for impact, integrates business strategy, media, creative, and data within a single operating model powered by our proprietary operating system, Alli. With more than 1,000 employees, PMG partners with brands including Apple, Nike, Dropbox, Experian, Sephora, and Whole Foods. Our work has earned top industry honors, including Cannes Lions and Adweek’s Media Plan of the Year, and PMG has won 40+ workplace culture awards, including being the only company to rank among Ad Age’s Best Places to Work for 11 consecutive years.
At PMG, our Customer Operations team helps create the structure, communication, and operational excellence that enable our client teams to do their best work. We connect people, processes, and priorities across teams to keep complex engagements moving forward, ensuring work is organized, stakeholders are aligned, and clients have confidence in how their business is being managed. You’ll collaborate closely with Client Strategy, Media, Creative, and other cross-functional partners, serving as a central point of coordination across project timelines, scopes, deliverables, documentation, and client communications. You’ll help teams anticipate dependencies, identify risks, and maintain clear feedback loops so that work progresses efficiently and commitments are delivered accurately and on time.
Beyond day-to-day project management, you’ll have the opportunity to improve how teams operate. You’ll help turn successful AI and automation pilots into repeatable workflows, refine processes, document best practices, and support adoption across client teams. By connecting experimentation with practical implementation, you’ll help PMG build smarter and more scalable ways of working. As a Director in Customer Operations, if you’re passionate about bringing clarity to complex work, building strong relationships, improving how teams collaborate, and using technology to make client operations more effective, this is the place to make an impact.
- Lead operations across customers, categories, or verticals, aligning people, processes, and tools with customer priorities and business goals.
- Own integrated project plans, scopes, timelines, and deliverables, proactively managing dependencies, resolving risks, and holding teams accountable.
- Partner with Finance and customer leadership on scoping, pricing, budget pacing, renewals, and monthly billing and reconciliation.
- Coordinate with Resourcing and functional leaders to align staffing and team capacity with delivery commitments and growth opportunities.
- Maintain accurate pipeline, forecasting, financial, and project information across Salesforce and other operational systems.
- Serve as a trusted operational partner to customers and internal teams, facilitating clear decisions, productive meetings, and consistent follow-through.
- Translate customer feedback, QBRs, NPS results, and operational insights into actionable improvements that strengthen delivery and customer outcomes.
- Scale effective ways of working through AI, automation, process improvement, and team development, turning successful pilots into repeatable practices.
- Experience leading customer operations or complex project delivery across multiple teams, stakeholders, and workstreams.
- Strong project management skills, with the ability to manage competing priorities, anticipate risks, and maintain accountability.
- Business and financial acumen, including experience with scoping, budgeting, forecasting, renewals, and billing processes.
- Experience aligning staffing and team capacity with customer needs and business priorities.
- Strong communication and influencing skills, with the ability to build customer relationships, navigate complex conversations, and drive cross-functional decisions.
- Analytical judgment and attention to data quality, using systems such as Salesforce to surface risks and inform action.
- Experience improving processes and applying AI, automation, or technology to create scalable workflows and support adoption.
- A customer- and people-focused leadership approach, demonstrated through mentoring, curiosity, adaptability, and consistent follow-through.
What We Offer
Performance-Based Rewards: Your impact should be part of your reward. This role is eligible for PMG’s annual bonus program—a standout part of our total compensation offering and an opportunity to share in our success. Bonus awards are informed by individual impact and performance, as well as team and company results, and are subject to applicable program terms.
Professional Development: Keep growing through learning and development programs, mentorship opportunities, and support for career advancement.
Generous Time Off: Take the time you need to recharge, connect with loved ones, and enjoy life outside work.
Parental Leave: Receive paid parental leave during life’s important family moments.
Retirement Benefits: Build for your future with competitive retirement benefits, including employer contributions or matching where applicable.
Fertility and Family Support: Access fertility and family-building benefits for eligible employees and their spouses or partners.
Healthcare: Choose from medical, dental, and vision coverage designed to support you and your family.
Pet Insurance: Access optional coverage for the four-legged members of your family.
Lifestyle Spending Account: Receive company-funded support for eligible health and well-being expenses.
Commuter Benefits: Access support for your commute where available.
Volunteering Opportunities: Receive eight paid hours each year to give back to your community.
AI Tools and Training: Access enterprise AI tools and ongoing training that helps PMGers use AI effectively, creatively, and responsibly.
Our benefits and compensation programs may vary by location and eligibility and are subject to applicable plan terms. We’ll share full details during the hiring process.
What Sets Us Apart
Being part of PMG means joining a company culture that’s unmatched in digital. We're dedicated to working hard to serve our employees and clients, delivering value, results, and innovation—which often requires true grit and agility. We believe in taking care of ourselves and each other to continuously improve in every way.
In alignment with our core values to be inclusive and always change for the better, PMG is committed to creating a more diverse and inclusive culture, and we are proud to be an equal opportunity employer. We believe that we only change for the better by bringing diverse perspectives to our company. PMG recruits, employs, trains, compensates, and promotes regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.