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Global Program Manager

Basel, Basel City, Switzerland

Global Program Manager

Basel | Basel City | Switzerland

Global Program Manager

Position overview:

The Global Program Manager role is an operational role which is focused on 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. In this role it is likely that you will manage a team of project manager(s) and have ultimate ownership of the success of all programs under your remit.

The Global Program Manager 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.

Key Responsibilities:

  • Personally, engage with customers as a Customer Success 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.
  • Recognize Customer needs and proactively focus on fulfilling these needs through innovative thinking and collaboration with internal technical, production, quality, Community and management teams.
  • Own program financials from an operational perspective and ensure that all financial targets are met.
  • Drive margin improvements manage other key KPIs and deliver appropriate reporting on operational performance on assigned programs.
  • Manage operational revenue forecast and partner with sales teams on delivery against sales forecasts.
  • 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.
  • 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 and cost analyses as solutions are being crafted.
  • 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 program(s).
  • Manage program workflows including financial processes, technical solutions and headcount planning.
  • Provide timely and accurate forecasts of our expected revenue with appropriate highlighting of risk.
  • Provide guidance and direction to global operations teams for owned account(s).
  • Consistently drive excellent customer experience and service.
  • Establish and monitor KPIs and QBR processes internally and with customer(s).
  • Provide executive updates and overviews on overall health of customer accounts to local and regional Lionbridge management as required.
  • Engage in efficiency improvement and/or operational process development initiatives and projects as required.


Requirements of position:

  • 6 years' experience in project management, program management, finance or marketing. Prior agency, entertainment/gaming industry experience a plus.
  • Knowledge of key sales processes and tools.
  • Experienced people manager.
  • Strong analytical/problem solving skills, demonstrated success in driving complex programs and 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.
  • Be innovative and creative.
  • Able to establish instant credibility, and be a leader who both speaks and acts with confidence.
  • Demonstrate a consistent, "can do" attitude, and act quickly to rally individuals and teams around a common vision.
  • Fluency in English is mandatory, along with fluency in the local market language(s). Fluency in additional languages would be a significant advantage
  • BA/BS required. Advanced business degree preferred.

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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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