Customer Operations Lead: AI & Process Optimization

PMG; Dallas (TX); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Annual bonus

Healthcare benefits

Parental leave

401(k) matching

Job summary

PMG is seeking a Lead in Customer Operations to orchestrate complex client projects across Strategy, Media and Creative teams. You will own scopes, plans, dependencies, and deliverables, acting as the central liaison to clients and internal teams to ensure timely, accurate results.

You will help turn AI pilots into repeatable workflows, refine processes, document best practices, and scale operations across client engagements while maintaining a strong client-focused mindset and high standards of

Qualifications

• 4+ years experience independently managing complex projects across multiple stakeholders.
• Strong project management skills with ability to plan, anticipate risks and meet deadlines.
• Experience directly with clients, providing timely updates and acting as a reliable contact.
• Coordinate across cross-functional teams such as Strategy, Media and Creative.
• Excellent written and verbal communication with stakeholders at all levels.
• Experience improving workflows and implementing scalable solutions.
• Interest in applying AI and automation to improve workflows.
• Curiosity and adaptability with a focus on client success and collaboration.

Responsibilities

• Manage project scopes, timelines, milestones and deliverables across client teams.
• Create and maintain detailed project plans; identify dependencies and mitigate risks.
• Serve as liaison between clients and internal teams; provide timely updates.
• Collaborate with Strategy, Media, Creative to ensure timely approvals and inputs.
• Prepare teams for meetings with clear agendas and action items.
• Track decisions and follow-ups; ensure deadlines are met.
• Oversee monthly billing processes across media channels.
• Coordinate inputs for client presentations; manage content and deadlines.
• Identify risks and escalations; develop solutions.
• Document timelines, responsibilities, decisions and next steps.
• Operationalize AI/automation pilots; standardize workflows and scale.
• Bridge experimentation and implementation; document tools and training.
• Use AI/automation to elevate quality and efficiency.

Skills

Project management

Client management

Cross-functional collaboration

Communication

Organization

AI/Automation interest

Job description

PMG is seeking a Lead in Customer Operations to orchestrate complex client projects across Strategy, Media and Creative teams. You will own scopes, plans, dependencies, and deliverables, acting as the central liaison to clients and internal teams to ensure timely, accurate results.

You will help turn AI pilots into repeatable workflows, refine processes, document best practices, and scale operations across client engagements while maintaining a strong client-focused mindset and high standards of