Customer Operations Director

PMG•Dallas, TX

About The Position

The Customer Operations Director leads customer operations across customers, categories, or verticals, aligning people, processes, and tools with customer priorities and business goals. The role works closely with Client Strategy, Media, Creative, Finance, Resourcing, customer leadership, and other cross-functional partners to coordinate complex engagements and ensure work is organized, stakeholders are aligned, and commitments are delivered accurately and on time. The Director owns integrated project plans, scopes, timelines, and deliverables; proactively manages dependencies and risks; and supports financial and staffing operations, including scoping, pricing, budget pacing, renewals, billing, reconciliation, and team capacity. The role maintains accurate pipeline, forecasting, financial, and project information across Salesforce and other operational systems, and serves as a trusted operational partner to customers and internal teams. The position also translates customer feedback and operational insights into improvements, and scales effective ways of working through AI, automation, process improvement, and team development. The Director helps turn successful pilots into repeatable workflows, document best practices, and support adoption across client teams. PMG describes itself as a global independent platform company with more than 1,000 employees, serving brands including Apple, Nike, Dropbox, Experian, Sephora, and Whole Foods.

Requirements

Experience leading customer operations or complex project delivery across multiple teams, stakeholders, and workstreams.
Strong project management skills, including managing competing priorities, anticipating risks, and maintaining 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, including building customer relationships, navigating complex conversations, and driving 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.

Responsibilities

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; manage dependencies, resolve risks, and hold teams accountable.
Partner with Finance and customer leadership on scoping, pricing, budget pacing, renewals, 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 by facilitating clear decisions, productive meetings, and consistent follow-through.
Translate customer feedback, QBRs, NPS results, and operational insights into actionable improvements to strengthen delivery and customer outcomes.
Scale effective ways of working through AI, automation, process improvement, and team development, turning successful pilots into repeatable practices.

Benefits

Annual performance-based bonus program, subject to applicable program terms.
Learning and development programs, mentorship opportunities, and support for career advancement.
Generous time off.
Paid parental leave.
Competitive retirement benefits, including employer contributions or matching where applicable.
Fertility and family-building benefits for eligible employees and their spouses or partners.
Medical, dental, and vision coverage.
Optional pet insurance.
Company-funded lifestyle spending account for eligible health and well-being expenses.
Commuter benefits where available.
Eight paid hours each year for volunteering.
Enterprise AI tools and ongoing training.