Director, Customer Operations & Delivery Excellence

PMG Digital Company; Dallas (TX); In loco; USD 150.000 - 210.000; Tempo pieno

Vantaggi offerti da questo lavoro

Annual bonus

Career development

Generous PTO

Parental leave

Retirement benefits

Fertility support

Healthcare

Pet insurance

Wellbeing stipend

Commuter benefits

Volunteer hours

AI training

Descrizione del lavoro

PMG is seeking a Director in Customer Operations to lead multi-team execution, align priorities, and optimize client delivery. You will shape end-to-end plans, manage dependencies, and partner with Finance on pricing and renewals while driving scalable, data-driven improvements across our operating model.

You will collaborate with Strategy, Media, Creative, and other teams to translate client feedback into tangible operational enhancements, leveraging AI tools to institutionalize repeatable

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Customer ops leadership

Project management

Budgeting & forecasting

Staffing planning

Stakeholder management

Data-driven decisions

AI & automation

People leadership

Descrizione del lavoro

PMG is seeking a Director in Customer Operations to lead multi-team execution, align priorities, and optimize client delivery. You will shape end-to-end plans, manage dependencies, and partner with Finance on pricing and renewals while driving scalable, data-driven improvements across our operating model.

You will collaborate with Strategy, Media, Creative, and other teams to translate client feedback into tangible operational enhancements, leveraging AI tools to institutionalize repeatable