--- title: 'Customer Operations Director at PMG' canonical: 'https://feeny.ai/job/customer-operations-director-pmg-dallas-0t4yvqdsx3kw' type: 'job' last_seen: '2026-11-05' --- # Customer Operations Director at PMG - **Company:** PMG - **Location:** Dallas, TX - **Posted:** 2026-11-04 - **Last confirmed live:** 2026-11-05 - **Apply:** https://job-boards.greenhouse.io/pmg/jobs/8883708002 ## Job description We are PMG PMG, a global independent platform company engineered for impact, integrates business strategy, media, creative, and data within a single operating model powered by our proprietary operating system, Alli. With more than 1,000 employees, PMG partners with brands including Apple, Nike, Dropbox, Experian, Sephora, and Whole Foods. Our work has earned top industry honors, including Cannes Lions and Adweek’s Media Plan of the Year, and PMG has won 40+ workplace culture awards, including being the only company to rank among Ad Age’s Best Places to Work for 11 consecutive years. Who You Will Be Working With At PMG, our Customer Operations team helps create the structure, communication, and operational excellence that enable our client teams to do their best work. We connect people, processes, and priorities across teams to keep complex engagements moving forward, ensuring work is organized, stakeholders are aligned, and clients have confidence in how their business is being managed. You’ll collaborate closely with Client Strategy, Media, Creative, and other cross-functional partners, serving as a central point of coordination across project timelines, scopes, deliverables, documentation, and client communications. You’ll help teams anticipate dependencies, identify risks, and maintain clear feedback loops so that work progresses efficiently and commitments are delivered accurately and on time. Beyond day-to-day project management, you’ll have the opportunity to improve how teams operate. You’ll help turn successful AI and automation pilots into repeatable workflows, refine processes, document best practices, and support adoption across client teams. By connecting experimentation with practical implementation, you’ll help PMG build smarter and more scalable ways of working. As a Director in Customer Operations, if you’re passionate about bringing clarity to complex work, building strong relationships, improving how teams collaborate, and using technology to make client operations more effective, this is the place to make an impact. ## What You Will Be Doing - 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. ## What You Will Bring - 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. ## What We Offer Performance-Based Rewards: Your impact should be part of your reward. This role is eligible for PMG’s annual bonus program—a standout part of our total compensation offering and an opportunity to share in our success. Bonus awards are informed by individual impact and performance, as well as team and company results, and are subject to applicable program terms. Professional Development: Keep growing through learning and development programs, mentorship opportunities, and support for career advancement. Generous Time Off: Take the time you need to recharge, connect with loved ones, and enjoy life outside work. Parental Leave: Receive paid parental leave during life’s important family moments. Retirement Benefits: Build for your future with competitive retirement benefits, including employer contributions or matching where applicable. Fertility and Family Support: Access fertility and family-building benefits for eligible employees and their spouses or partners. Healthcare: Choose from medical, dental, and vision coverage designed to support you and your family. Pet Insurance: Access optional coverage for the four-legged members of your family. Lifestyle Spending Account: Receive company-funded support for eligible health and well-being expenses. Commuter Benefits: Access support for your commute where available. Volunteering Opportunities: Receive eight paid hours each year to give back to your community. AI Tools and Training: Access enterprise AI tools and ongoing training that helps PMGers use AI effectively, creatively, and responsibly. Our benefits and compensation programs may vary by location and eligibility and are subject to applicable plan terms. We’ll share full details during the hiring process. What Sets Us Apart Being part of PMG means joining a company culture that’s unmatched in digital. We're dedicated to working hard to serve our employees and clients, delivering value, results, and innovation—which often requires true grit and agility. We believe in taking care of ourselves and each other to continuously improve in every way. In alignment with our core values to be inclusive and always change for the better, PMG is committed to creating a more diverse and inclusive culture, and we are proud to be an equal opportunity employer. We believe that we only change for the better by bringing diverse perspectives to our company. PMG recruits, employs, trains, compensates, and promotes regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. ## About PMG ## Core Business - Primary industry: Advertising, Marketing, and Marketing Technology (Martech) - Target customers: B2B, enterprise brands (ambitious, growth-oriented companies) - Mission / Purpose: "Unlocking potential for people and brands." The company describes itself as "Engineered for Impact." ## Products & Services - **Alli (Proprietary Operating System)**: A unified platform that integrates data, tools, and human expertise for planning, execution, and measurement. Alli includes an Intelligence Core (data unification, forecasting, generative personas), an Engine (automation, real-time measurement), and connects to a curated ecosystem of applications. - **Growth Blueprinting**: Strategy and transformation service that aligns brand positioning, category disruption, loyalty/community solutions, and martech/adtech audits. - **Intelligence Core**: Data, media, creative, market, and audience intelligence service that powers integrated planning, measurement, and activation. - **Marketing Orchestration**: Full-funnel media leadership, always-on optimization, commerce-connected media strategies, and omnichannel customer experience mapping. - **Momentum Lab**: Rapid innovation service using agility sprints, test-and-learn frameworks, and co-created programs. - **Signal-Led Creativity**: Data-informed brand storytelling, creator amplification, addressable creative production, and dynamic creative orchestration. ## Market Standing - **Valuation**: Not disclosed (private company) - **Key Metric**: $7B+ in annual media spend managed globally (per PMG’s About page) - **Notable Investors/Partners**: Google Premier Partner, Amazon Advanced Partner, TikTok Badged Partner, Truthset, LiftLab, Attain - **Growth Signals**: - Expanded global footprint with new offices in Mexico City and Toronto (announced February 2026) - Expanded AI offerings with new solutions and leadership (February 2026) - Named one of Ad Age’s Best Places to Work for 10 consecutive years (as of September 2024) - Ranked #44 on Fast Company’s 100 Best Workplaces for Innovators (2024) ## Competitive Advantages - Proprietary Alli operating system that unifies data, tools, and people – reducing operational friction and providing a single source of truth. - Deep, exclusive relationships with major platforms (Google, Amazon, TikTok) enabling early access to betas, custom executions, and dedicated support. - Integrated model combining strategy, intelligence, creativity, and technology under one roof, rather than siloed agency services. - Culture of innovation and continuous improvement, reflected in multiple workplace awards and a focus on experimentation (Momentum Lab). ## Strategic Focus - Expanding AI capabilities (new AI solutions and leadership hires announced in early 2026) - Global geographic expansion (new offices in Latin America and Canada in 2026) - Continued investment in proprietary technology (Alli) to automate and optimize marketing execution - Deepening platform partnerships to offer clients first-mover advantages ## Why Work Here - **Culture**: Award-winning workplace (Ad Age Best Places to Work for 10 years, Fast Company Best Workplaces for Innovators). Strong emphasis on inclusion, with Employee Resource Groups (ERGs) for BIPOC, remote/hybrid employees, and others. Structured development programs, mentorship, and enterprise AI tools available to all employees. - **Work Model**: Hybrid/remote-friendly – offices in Dallas, Austin, Fort Worth, Atlanta, New York, Boston, Cleveland, London, Brighton, Düsseldorf, San José, Toronto, Mexico City. A dedicated ERG supports remote and hybrid employees. - **Perks & Benefits**: - Minimum 4 weeks paid time off, plus personal days and holidays - Company-paid disability coverage - Paid parental leave (birth, adoptive, foster, intended parents) and fertility/surrogacy/adoption support - Competitive retirement matching with immediate vesting - Annual bonus opportunities tied to company performance - Comprehensive medical, dental, vision, and pet insurance - Monthly lifestyle accounts, stocked offices, baristas, team celebrations - **Career Development**: Graduate Leadership Program for recent grads; structured career paths; access to AI tools for skill-building. 65 open positions across Client Services, Commerce, Creative, Customer Operations, Data & Technology, Media, and People & Culture. ## Sources 1. [pmg.com](https://www.pmg.com/) – Company homepage and overview 2. [pmg.com/about](https://www.pmg.com/about) – About page (mission, founder, Alli, $7B+ media spend) 3. [pmg.com/what-we-do](https://www.pmg.com/what-we-do) – Detailed service offerings and partnerships 4. [pmg.com/team-and-culture](https://www.pmg.com/en-gb/team-and-culture) – Culture, benefits, awards, inclusion, ERGs 5. [pmg.com/job-openings](https://www.pmg.com/team-and-culture/job-openings) – Careers page listing 65 open positions ## Other roles at PMG - [SEM Senior Lead](https://feeny.ai/job/sem-senior-lead-pmg-chicago-yjd0f8v29rzf) — Chicago, IL - [SEM Senior Associate](https://feeny.ai/job/sem-senior-associate-pmg-chicago-vjkspf0w20zy) — Chicago, IL - [SEM Lead](https://feeny.ai/job/sem-lead-pmg-chicago-xbrs4hef7bf5) — Chicago, IL - [SEM Manager](https://feeny.ai/job/sem-manager-pmg-chicago-erdwsxxr0x51) — Chicago, IL - [Paid Social Senior Associate](https://feeny.ai/job/paid-social-senior-associate-pmg-chicago-2cwfe5wd3sa6) — Chicago, IL - [Paid Social Principal](https://feeny.ai/job/paid-social-principal-pmg-chicago-dj28xq1d6gzd) — Chicago, IL - [Influencer & Branded Content Senior Manager](https://feeny.ai/job/influencer-branded-content-senior-manager-pmg-london-1fwdd9k11s15) — London, United Kingdom - [Client Strategy Senior Director](https://feeny.ai/job/client-strategy-senior-director-pmg-dallas-7k8322e8mfqy) — Dallas, TX / Chicago, IL - [Client Strategy Director](https://feeny.ai/job/client-strategy-director-pmg-dallas-egpbkca4qyk5) — Dallas, TX / Chicago, IL - [Client Strategy Senior Lead - Media](https://feeny.ai/job/client-strategy-senior-lead-media-pmg-dallas-mzy1a5982jg5) — Dallas, TX / Chicago, IL