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Global Program Director


Global Program Director

  • Remote
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: Cupertino , California
Position Title: Global Program Director

Req: 26831

Global Program Director

The Global Program Director functions as a customer-facing, results-driven and innovative operations leader. The role will have accountability for customer relationships, end-to-end program delivery and driving profitable growth. For Lionbridge, we see the Global Program Director working in a customer success role by building mutually beneficial Business relationships with our Customers, which help them solve their Business challenges and allow Lionbridge to grow its own business within these Customers.

What You Will Do:

Customer Engagement - The role requires class-leading customer engagement, involving strong written and verbal communication skills; ability to empathize with and respond to customers' needs; problem-solving skills; and the ability to function effectively in a fast-moving, rapidly-changing environment. The Global Program Director will take the lead in business discussions with customers covering operational and commercial topics. These discussions will take place in full partnership / collaboration with Lionbridge's Sales team.

Customer Satisfaction - Leads the way to create exceptional Customer experiences and delivers results in Customer Satisfaction. Acts as overall escalation point for customer account(s) as it relates to quality management. Proactively monitors and shares customer feedback through the Customer Care Database ensuring that appropriate actions are taken and shared with customers in a timely manner.

Operational Excellence - Leads in defining, rolling-out and measuring processes for all Lionbridge services as a Sr. Leader. The Global Program Director will lead and certify for operational readiness, provide support in hiring and will focus on lowering costs related to Customer solutions and services. Collaboration with multi-location, cross-functional teams is key, particularly with offshore delivery facilities, technology services and management teams to maintain and improve customer satisfaction, revenue and margin. Track and monitor performance of global delivery teams and external suppliers to achieve high levels of customer satisfaction, quality and profitability. Provide support as a key interface with Customers at the last stage of the sales cycle, through the provision of thought leadership as solutions are crafted.

Business & Financial - The Global Program Director owns the overall financial health of their assigned account(s). You will advocate and drive the identification and successful delivery of new services to meet customer needs and Lionbridge margin targets; as well as actively seek out opportunities for increasing revenue from existing and potentially new business streams. You will work with site, GDC and SBU leadership in driving teams to improve processes, as well as implement and refine the deployment of technology. You will support and develop people. Monitoring outsourcing performance, including vendor selection and quality of deliverables. The GPD will have an input into the maintenance, updating and renewal of commercial contracts (e.g. MSAs, Confidentiality Agreements, SOWs etc.). Manage margin and other KPIs on assigned program(s) in line with corporate performance and profitability goals. Lead team members in the achievement of these goals. In collaboration with Lionbridge's Sales teams, the GDP will provide support and input to commercial discussions with customer contacts (e.g. Procurement functions and senior customer stakeholders) where relevant.

To Be Successful You Will Have:
  • 5+ years of strong End-to-End Localization Process experience. Localization Program Direction is required for this role.
  • Direct experience providing Program Direction within an LSP is strongly preferred.
  • Strong experience in leading and developing people and large teams. This role will have direct reports that have several direct reports to each of them.
  • Direct enterprise-customer experience with geographically-disperse teams.
  • Strong experience working with remote and virtual teams.

What You Can Expect In Return:
  • Lionbridge serves the majority of the Fortune 100, giving you direct access to some of the World's Leading Organizations.
  • A very diverse team, employing world-class professionals from all over the world; with a very diverse background of expertise.
  • A World-Leading company in the Crowd, Content and Localization space.
  • A 25-year-old, privately held and stable organization, that has seen exponential growth year after year.
  • Growth opportunities to continue to develop and fine-tune your career.

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