Customer Operations Lead — AI-Driven Program Delivery

Socket.dev; Dallas (TX); On-site; USD 90,000 - 125,000; Full time

Benefits offered by this job

Professional Development

Generous Time Off

Parental Leave

Retirement & Pension Plans

Fertility and Family Support

Healthcare

Pet Insurance

Lifestyle Spending Accounts

Commuter Benefits

Annual Bonus

Volunteering Opportunities

AI Enterprise License

Job summary

PMG’s Customer Operations team is seeking a Lead to drive planning, coordination, and delivery across client engagements. You will manage scopes, timelines, and dependencies while collaborating with Strategy, Media, and Creative to ensure timely deliverables and clear client communications.

You will also optimize workflows, document best practices, and scale AI pilots into repeatable processes, elevating billing accuracy and stakeholder satisfaction.

Qualifications

• 4+ years experience independently managing complex projects and timelines across multiple stakeholders.
• Strong project management skills with detail orientation and deadline accountability.
• Experience coordinating with clients and cross-functional teams to ensure timely updates and deliverables.

Responsibilities

• Independently manage project scopes, timelines, milestones, and deliverables across client teams, ensuring alignment with plans.
• Own creation and maintenance of detailed project plans, monitor progress, identify dependencies, and adjust plans to mitigate risks.
• Act as liaison between clients and internal teams, providing timely updates across emails, calls, and meetings.
• Collaborate with Client Strategy, Media, and Creative to ensure timely inputs, approvals, and feedback loops.
• Prepare teams for meetings with clear agendas, objectives, inputs, owners, and follow-up actions.
• Track decisions and action items with owners and deadlines, ensuring accountability.
• Oversee monthly billing processes across media channels, ensuring accuracy of inputs.
• Coordinate inputs for client presentations and manage content and dependencies.
• Identify risks and roadblocks early and coordinate solutions with stakeholders.
• Create and maintain clear project documentation for visibility into timelines and decisions.
• Operationalize AI and automation pilots by standardizing workflows and rolling out within client teams.
• Bridge experimentation and broader implementation with clear training and adoption plans.
• Use AI/tech to improve workflow efficiency and decision-making.

Skills

Project management

Cross-functional collab

Client comms

Risk management

Process documentation

AI & automation

Billing knowledge

Job description

PMG’s Customer Operations team is seeking a Lead to drive planning, coordination, and delivery across client engagements. You will manage scopes, timelines, and dependencies while collaborating with Strategy, Media, and Creative to ensure timely deliverables and clear client communications.

You will also optimize workflows, document best practices, and scale AI pilots into repeatable processes, elevating billing accuracy and stakeholder satisfaction.