Customer Operations Lead

Job Description

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 Lead 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

• Independently manage project scopes, timelines, milestones, and deliverables across client teams, ensuring work remains aligned with established plans and commitments.

• Own the creation and maintenance of detailed project plans, proactively identifying dependencies, monitoring progress, and adjusting plans to mitigate risks and keep work moving forward.

• Serve as a reliable liaison between clients and internal teams, providing timely project updates and maintaining clear communication across email, calls, meetings, and other client touchpoints.

• Collaborate with Client Strategy, Media, Creative, and other cross-functional partners to ensure documentation, inputs, approvals, and feedback loops are timely, accurate, and effective.

• Prepare teams for client and internal meetings by establishing clear agendas, objectives, required inputs, owners, and follow-up actions.

• Track decisions, action items, and deliverables following meetings, ensuring owners and deadlines are clear and commitments are followed through.

• Oversee monthly billing processes across media channels, coordinating necessary inputs and ensuring billing information is complete and accurate.

• Act as a central point of coordination for inputs needed across key client presentations, helping teams organize content, manage dependencies, and meet deadlines.

• Proactively identify project risks, gaps, and potential roadblocks, escalating when appropriate and coordinating with stakeholders to develop solutions.

• Create and maintain clear project documentation that gives teams and clients visibility into timelines, responsibilities, decisions, and next steps.

• Operationalize successful AI and automation pilots by standardizing workflows, refining processes, documenting best practices, and leading small-scale rollouts within client teams.

• Serve as a bridge between experimentation and broader implementation, helping ensure new tools and processes are clearly documented, effectively trained, and consistently adopted.

• Use AI, automation, and technology to elevate the quality and efficiency of work, streamline processes, reduce manual effort, and enable faster, more informed decision-making.

What You Will Bring

• 4+ years experience independently managing complex projects, timelines, scopes, deliverables, and dependencies across multiple stakeholders and workstreams.

• Strong project management skills, including the ability to develop detailed project plans, anticipate risks, adjust priorities, and maintain accountability against deadlines.

• Experience working directly with clients and serving as a reliable point of contact for project updates, timelines, deliverables, and follow-up.

• Proven ability to coordinate effectively across cross-functional teams such as Client Strategy, Media, Creative, and other disciplines to keep work aligned and moving forward.

• Strong organizational skills and attention to detail, with experience maintaining accurate documentation, tracking decisions and action items, and coordinating inputs across multiple teams.

• Experience supporting financial or billing workflows, with the ability to coordinate monthly processes and maintain accuracy across multiple inputs or media channels.

• Strong written and verbal communication skills, with the ability to bring clarity to complex projects and communicate effectively with both internal and client stakeholders.

• Demonstrated ability to identify project risks, dependencies, and operational challenges early and coordinate appropriate solutions.

• Experience improving workflows or operational processes by identifying inefficiencies and implementing practical, scalable solutions.

• Interest in and experience applying AI, automation, or technology to improve workflows, with the ability to help translate successful pilots into documented and repeatable processes.

• A commitment to curiosity and adaptability as a Continual Learner, exploring new technologies and ways of working while prioritizing client success with a Customer-Focused mindset that delivers reliable, meaningful value.

• A dedication to being People-Focused, building strong cross-functional relationships, creating clarity for others, and Leading by Example through accountability, collaboration, and consistent follow-through.

What We Offer

• Professional Development : Take advantage of our learning and development programs, mentorship opportunities, and career advancement support.

• Generous Time Off : Enjoy generous paid time off and holiday allowances to recharge and spend time with loved ones.

• Parental Leave : We provide paid parental leave to support your family during important life events.

• Retirement & Pension Plans : Plan for your future with competitive retirement or pension programs, including contribution matching.

• Fertility and Family Support : Access fertility benefits for all team members and their spouses.

• Healthcare : Coverage and support for everyday medical expenses and routine care, tailored by geography.

• Pet Insurance : Protect your pet's health and your finances.

• Lifestyle Spending Accounts : Enjoy 100% company-funded accounts to promote healthy habits and well-being.

• Commuter Benefits : Access support for travel and commuting needs, where available.

• Annual Bonus : All employees are eligible for an annual bonus.

• Volunteering Opportunities : Receive 8 give-back hours to volunteer in your local communities.

• AI Enterprise License : Access AI Enterprise accounts and participate in weekly AI training sessions to empower and ensure AI safety.

Benefits vary by country, location, and geography to reflect local laws, norms, and expectations.

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.