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Global Program Manager

United States

Global Program Manager

  • 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: Work from Home , Any
Position Title: Global Program Manager

Req: 30103

OPI Global Program Manager

Position overview:

The Over-the-Phone Interpretation (OPI) Global Program Manager will function as a strategic, client-facing, results-driven, and innovative operations leader. The role will have accountability for customer relationships, profitability, and managing customer and interpreter usage of the interpretation platform.

Customer Satisfaction - Escalation point for the customer accounts regarding any aspect of OPI service delivery. The Global Program Manager will drive successful onboarding of new customers, contribute to steady-state customer meetings, and help resolve customer concerns.

Operational Excellence - Defining, rolling out, and measuring processes for Lionbridge's OPI service. The Global Program Manager will lead operational readiness, support in hiring, and focus on lowering costs related to client solutions and services. The Global Program Manager will escalate technical feedback and help monitor improvement initiatives.

Business & Financial - Help improve profitability across processes, people, and technology. This could include evaluation of outsourcing performance and behavior, innovation of process and technology to increase productivity and/or profitability, and more.

Key Responsibilities:
  • Assist with diagnosis and resolution of technical questions raised by interpreters or customers about the interpretation platform.
  • Personally engage with customers as operational leader: understand customer business issues and lead global teams to execute on defined solutions.
  • Increase organic program revenue across a number of customers while managing margin and other KPIs.
  • Work with operations leadership to ensure customer satisfaction and implement continual process improvement, measurement/benchmarking, and automation.
  • Track and monitor performance of global delivery teams and external suppliers to achieve high levels of customer satisfaction, quality, and profitability.
  • Forecast operational revenue weekly and partner with sales team on sales forecast.
  • Meet with prospective clients at the last stage of the sales cycle, provide thought leadership as solutions are being crafted, and drive transition and onboarding of new clients as appropriate.

Additional responsibilities:
  • Drive consistently excellent customer and interpreter experience and service.
  • Provide executive updates and overview on overall health of the interpretation business to the Operations leaders and Global Client Solutions leadership.
  • Serve as the eyes and ears for the Global Program Organization, ensuring swift escalation of client-related issues to leadership team (before issues grow) in a proactive manner.

Requirements of position:
  • Passion about our customers, our technology and our people.
  • Demonstrated prior experience with budgeting and business acumen.
  • Proven experience in effecting change, driving institutional change through effective cross-group collaboration and group evangelization.
  • Strong oral and written communication skills, including slide concept creation, process documentation, 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 constraint.
  • Creativity and innovation, with an eye toward efficiency and process improvement.
  • A leader who speaks and acts with the confidence gained through experience.
  • A consistent "can do" attitude; the ability act quickly to rally organizations around a common vision.
  • 5-8 years' experience in project management, program management, or other operations management preferred.
  • BA/BS required.

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.