Customer Operations Lead

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.

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.

• 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…