Director, Customer Operations & Process Excellence

PMG; Dallas (TX); In loco; USD 150.000 - 220.000; Tempo pieno

Vantaggi offerti da questo lavoro

Bonus program

Professional development

Generous time off

Parental leave

Retirement benefits

Fertility support

Healthcare options

Pet insurance

Lifestyle spending

Commuter benefits

Volunteer hours

AI tools training

Descrizione del lavoro

PMG is seeking a Director in Customer Operations to lead cross-functional client engagements and align teams across strategy, media, creative, and data for optimal delivery. You’ll drive scoping, timelines, and budgets, and partner with finance to manage renewals and billing.

You will mentor teams, advance scalable processes, and translate feedback into measurable improvements, leveraging AI to streamline workflows and outcomes.

Competenze

• Experience leading customer operations or complex project delivery across multiple teams.
• Strong project management skills with prioritization and risk management.
• Business and financial acumen: scoping, budgeting, forecasting, renewals, and billing.

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 operations leadership

Project management

Financial acumen

Staffing & capacity planning

Communication & influence

Analytical judgment

AI and automation experience

People-focused leadership

Strumenti

Salesforce

Descrizione del lavoro

PMG is seeking a Director in Customer Operations to lead cross-functional client engagements and align teams across strategy, media, creative, and data for optimal delivery. You’ll drive scoping, timelines, and budgets, and partner with finance to manage renewals and billing.

You will mentor teams, advance scalable processes, and translate feedback into measurable improvements, leveraging AI to streamline workflows and outcomes.