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Global Program Director

United States

Global Program Director

  • United States
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 with these Customers.

Customer Engagement - The role requires class-leading customer engagement involving strong written and verbal communication skills, ability to empathise 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 localization 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. 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.

Business & Financial - The Global Program Director owns the overall financial health of their assigned account(s). They will a dvocate and drive the identification and successful delivery of new services to meet customer needs and Lionbridge margin targets . They will work with site, GDC and SBU leadership in driving teams to improve processes as well as implementing and refining the deployment of technology. They will support and develop people. Monitoring outsourcing performance including vendor selection and quality of deliverables is also within the scope of this role. The GPD will have an input into the maintenance, updating and renewal of commercial contracts (e.g. MSAs, Confidentiality Agreements, SOWs etc.).

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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.

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