Customer Operations Director

Role Overview

As a Customer Operations Director at PMG, you will lead operations across customers, categories, or verticals, aligning people, processes, and tools with customer priorities and business goals. You will own integrated project plans, scopes, timelines, and deliverables, proactively managing dependencies, resolving risks, and holding teams accountable.

What You Will Do

Your day-to-day responsibilities will include leading operations, owning project plans, partnering with Finance and customer leadership, coordinating with Resourcing and functional leaders, maintaining accurate pipeline and forecasting information, and serving as a trusted operational partner to customers and internal teams.

Why It Might Be a Fit

This role is a fit for those who are passionate about bringing clarity to complex work, building strong relationships, improving how teams collaborate, and using technology to make client operations more effective. You will have the opportunity to improve how teams operate, refine processes, document best practices, and support adoption across client teams.

Requirements

• 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.

Benefits

• Performance-Based Rewards
• Professional Development
• Generous Time Off
• Parental Leave
• Retirement Benefits
• Fertility and Family Support
• Healthcare
• Pet Insurance
• Lifestyle Spending Account
• Commuter Benefits
• Volunteering Opportunities
• AI Tools and Training