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Creative Agency Service Lead

United States

Creative Agency Service Lead

  • United States
Lionbridge enables more than 800 world-leading brands to increase international market share, speed adoption of products and effectively engage their customers in local markets worldwide. Using our innovative cloud technology platforms and our global crowd of more than 100,000 professional cloud workers, we provide translation, digital marketing, global content management and application testing solutions that ensure global brand consistency, local relevancy and technical usability across all touch points of the customer lifecycle. Based in Waltham, MA, Lionbridge maintains solution centers in 28 countries.

Employee Sub-Group: Regular FT Salaried
Work Schedule:
Location: Work from Home, Any
Position Title: Creative Agency Team Lead

Req: 33757

Creative Agency Service Lead

Remote/Work-From-Home role. Must reside within the Continental US.

About the role:

Lionbridge Technologies is actively seeking a Creative Service Lead to work in tandem with and support our Creative Services Manager and Agency Coordinator. We're an award-winning company enabling more than 800 brands to increase international market share, speed adoption of products and effectively engage their customers in local markets worldwide . This particular role is part of team embedded within Cisco Systems Inc.'s internal brand agency, The Hatch, which won In-house Agency of the Year in 2020. This is a unique opportunity to work as part of this internal agency to bring innovative ideas to the table and provide creative solutions to Cisco.

We are looking for smart, detail-oriented problem-solvers with outstanding communication, organization, client services and Account/Project Management skills to enable our team to better service clients by understanding budgets, resources and operations.

What you will do:

As the Service Lead of the Creative Agency, you will play a key role in supporting the Creative Services Manager and executing the daily, more detailed tasks that help achieve the business goals and strategies laid out by the Creative Services Manager and leadership team. You must be a true lover of data, who is talented at extracting accurate/meaningful data, analyzing the data and making changes/recommendations to improve operations based on the data. You will also support the Account Management team in ensuring projects are up to date, estimates are accurate and reflect business goals, and understanding the creative team's capacity and assigning creative resources accordingly.
  • Operational excellence:
    • Day to day guidance, support, leadership and coordination of service-related matters such as escalations, schedules, assignments, reporting, financials, event planning and holiday prep.
    • Ownership of meeting contracted SLAs, KPIs.
    • Implementation and streamlining of processes and navigating change management initiatives.
    • Data extraction, reporting and data analysis to drive change.
  • Service and Project Management:
    • Day to day support and guidance with project related activities such as quote/proposal review, project-resourcing, audits, questions/escalations, off-hours support, etc.
    • Understanding designer capacity and AM capacity, and working with the Agency Coordinator to assign projects accordingly.
  • Team Support and development
    • Day to day management of direct reports:
      • Responsible for supporting a small group of developers/designers in Costa Rica with admin tasks and work-related activities.
      • Hardware tracking and coordination of IT and HR support.
      • Yearly goal setting and performance reviews.
      • Mentoring, training, and development plans.
      • Hiring, on-boarding and training of new team members.
      • Team 1:1s and hosting of team meetings.
      • PTO leave and backup planning.
      • Ensure accuracy of team's time tracking and monthly reporting.
      • Biweekly Operations meeting with Program Manager/ Director.
      • Weekly meetings with Costa Rica onsite Director of Operations and Digital Business Unit for visibility into client's program.


Essential Qualifications:

  • 5+ years of a leadership role experience in a creative agency, digital production hub or similar environment.
  • Project Management experience: Scope of Work planning, requirement gatherings, budget planning, risk assessment, change management, etc.
  • Creative background in graphic design and/or the marketing and digital fields preferred.
  • Experience managing remote groups including but not limited to web developers, designers, photographers, Art Directors, Account and Project Managers.
  • Experience working with teams and clients across regions and in different time zones.
  • English proficiency for business (C1 level or above).
  • Experience using Project Management Software; preferably Workfront.
  • Experience as a creative reviewer or working within Brand Guidelines in general (style, usability) .


All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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Lionbridge embraces equal employment opportunity and a diverse workforce, making hiring and employment decisions based on individual merits and talent without regard to any protected status.

If you believe you need a reasonable accommodation in the online job application process for a posted position, please contact us at (978) 964-4898. To ensure that proper attention can be provided to those requesting a reasonable accommodation, this number should not be used for general inquiries regarding the status of a candidate’s application.