Customer Operations Director

PMG•Dallas, TX

About The Position

The Customer Operations Director leads operational delivery across customers, categories, or verticals, aligning people, processes, and tools with customer priorities and business goals. The role owns integrated project plans, scopes, timelines, and deliverables; manages dependencies and risks; and helps ensure teams remain accountable for commitments. The Director partners with Finance, customer leadership, Resourcing, and functional teams on matters including pricing, budgets, billing, staffing, forecasting, and renewals. As a trusted operational partner to customers and internal teams, the Director facilitates decisions and meetings, uses customer and operational feedback to improve outcomes, and maintains accurate information in Salesforce and other systems. The role also scales effective practices through AI, automation, process improvement, and team development.

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; proactively 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 an 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 volunteer hours each year.
Enterprise AI tools and ongoing training.