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Global Program Director

Bellevue, Washington, United States

Global Program Director

Bellevue | Washington | 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, Mass., Lionbridge maintains solution centers in 28 countries.

Employee Sub-Group: Regular FT Salaried
Work Schedule:
Location: Bellevue , Washington
Position Title: Global Program Director

The Senior Global Program Director functions as a Customer-facing, results-driven, and innovative operations leader. The role will have accountability for customer success and all-up operations performance for a portfolio of programs across different lines of business within a Global client. Driving profitable growth within that customer is also a key goal. The Senior Global Program Director will coordinate a team of Program Directors and Program Managers dedicated to build mutually beneficial business relationships with our Customers, which help them solve their Business challenges and allow Lionbridge to grow its own business with these Customers.

Customer Engagement - The will be the first point of escalation for customer challenges within the programs in the portfolio. As such, it 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.

Team Leadership - The Senior Global Program Director will lead a high performing team of Program Directors and Program Managers delivering high quality services to highly sophisticated and demanding customer organizations. As the leader of the team, the roles will be involved in business discussions with customers covering operational and commercial topics. These discussions will take place in full partnership / collaboration with Lionbridge's Sales team. They will identify and mentor high potential team members to help develop them into future Lionbridge leaders in their areas of expertise.

Customer Satisfaction - Leads the way to create exceptional Customer experiences and helps the team deliver results in Customer satisfaction. Proactively monitors and acts on customer feedback through the Customer Care Database ensuring that the respective teams will take appropriate actions and share them with customers in a timely manner.

Operational Excellence - Leads in defining, rolling out, and measuring processes for all Lionbridge services. The Senior 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.

Business & Financial - The Senior Global Program Director owns the overall financial health of the customer relationship they are responsible for. They will advocate and drive the identification and successful delivery of new services to meet customer needs and Lionbridge margin targets. They will lead their teams to work with site, GDC and Business leadership in driving process improvement as well as implementing and refining the deployment of technology.

In collaboration with Lionbridge's Sales teams, the Sr. GPD will provide support and input to commercial discussions with customer contacts (e.g. Procurement functions and senior customer stakeholders) where relevant.

Key Responsibilities:
  • Personally, engage with customers as a senior leader: understand customers' business needs and challenges: lead global teams to execute on defined solutions across all service offerings.
  • Through customer engagements, be aware of, and actively seek out opportunities for increasing revenue from existing and potentially new business streams.
  • Help their leads recognize Customer needs and proactively focus on fulfilling these needs through innovative thinking and collaboration with internal technical, production, quality, Community and management teams.
  • Drive team performance through margin and other KPIs in line with corporate performance and profitability goals. Lead teams in the achievement of these goals.
  • Collaborate with and support Lionbridge Sales teams to fully exploit revenue growth opportunities.
  • Work with operations leadership, Lionbridge's Sales team and GDC teams to ensure customer satisfaction and implement continual process improvement, measurement/benchmarking, and automation across all lines of service delivery.
  • Review program financial data with their team leaders and decide how to ensure financial targets are achieved.
  • Oversee operational revenue forecasts and partner with Sales teams on the development of and delivery against sales forecasts.
  • 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 being crafted.
  • Seek collaboration opportunities between the different Lines of Business for the customer they lead.
  • Drive onboarding of new Customers or new business streams with existing Customers as appropriate.


Additional responsibilities:
  • Be the primary communication link and escalation path across assigned customer programs.
  • Provide timely and accurate forecasts of our expected revenue with appropriate highlighting of risk.
  • Provide guidance and direction to global operations teams for owned accounts.
  • Consistently drive excellent Customer experience and service.
  • Establish and monitor KPIs and QBR processes internally and with customers.
  • Provide executive updates and overviews on overall health of customer accounts to local and regional Lionbridge management as required.

Requirements of position:
  • This position requires extensive inter-personal skills, excellent business planning skills, cross-group coordination at all levels, business acumen, and the ability to work on several diverse projects at the same time.
  • Knowledge of key sales processes and tools.
  • Passionate about our customers, our technology and our people.
  • Strong analytical/problem solving skills, demonstrated success in driving complex programs, outstanding organizational skills and agility, strong communication skills (verbal and written), proven project management skills and be a motivated self-starter.
  • Superior judgment, team building, budgeting, and the ability to work under continual deadline pressure required.
  • Experience in effecting change i.e. driving institutional change through effective cross-group collaboration and group evangelization.
  • Strong oral and written communication skills, including slide concept creation, requirements documents and presentation-building.
  • Adaptability, flexibility and the ability to deal with ambiguity and juggle multiple assignments and deadlines associated with working in a fast-paced and changing environment.
  • Strong project management and negotiation skills while working within established business priorities and constraints.
  • Innovative and creative.
  • Able to establish instant credibility, and be a leader who both speaks and acts with confidence.
  • A consistent, "can do" attitude, and will act quickly to rally individuals and teams around a common vision
  • 10+ years of experience in project management, program management, finance or marketing. Prior localization, software, entertainment/gaming industry experience a plus
  • BA/BS required. Advanced business degree preferred.

IND17

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 careers@lionbridge.com for assistance.