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Global Program Manager

United States

Global Program Manager

  • United States
Employee Sub-Group: Regular FT Salaried

Work Schedule:

Location: Work from Home , Any

Position Title: Global Program Manager

Req: 38777

Global Program Manager, Life Sciences

Participate as one of six US program management leaders within the Lionbridge Life Science business unit, reporting to Director of US operations for Life Sciences. The role has accountability for customer success and operations performance for a localization portfolio of life sciences customers (6-12 customers).

Customer Engagement - The GPM 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.

Customer Satisfaction - Helps the team deliver results in Customer satisfaction. Proactively monitors and acts on customer feedback ensuring that the respective teams will take appropriate actions and share them with customers in a timely manner.

Team Leadership - The GPM will indirectly lead a global team of project managers, language leads, DTP and Engineer specialists on their accounts.

Business & Financial - The GPM owns the overall financial health of the customers in their portfolio.

Key Responsibilities:

Client Services Management:
  • Nurture an environment of continuous improvement in all areas of project management with primary focus on delivery to specific customer requirements.
  • Work with Sales and Solutions Teams to help clients plan & execute translation strategies and work with project management teams to plan for efficiently and effectively managing this work.
  • Work closely with Global Operations Management to measure project management team performance based on customer and sales feedback, and continually evaluate benchmarks.

  • Financial Ownership:
  • Partner with the Sales Team to drive revenue growth.
  • Review and report on all group costs with a view to successfully achieving target margins.
  • Systematically (re)evaluate operating models to ensure maximum efficiency for owned accounts.
  • Approve quotes and project/program plans from members of the Project Management group.
  • In partnership with Sales Team, provide revenue forecast input to monthly operations forecast and annual budget.
  • Full financial ownership, which includes budgeting, revenue recognition, invoicing and accounts receivable.

  • Team Development:
  • Directly manage small number of US project managers in your team, and indirectly manage offshore project managers who work on your customer accounts.
  • Responsible for performance evaluation of US team members who report to you.

  • Operations & Production Management:
  • Responsible for a portfolio of Life Sciences accounts, and the successful delivery of services to those customers.
  • Work in partnership with Global Delivery Centers to ensure adequate supply of qualified resources are available for owned projects/accounts Monitor quality and delivery performance to ensure defined customer needs are consistently met.
  • Partner with Global Community Management to manage localization vendor relations, driving up quality, efficiency in parallel with cost-efficient sourcing.

  • Success Measures & Metrics:
  • For the Life Sciences accounts in your portfolio, manage Key Performance Indicators (KPIs) related to target revenue, profitability, quality, on time delivery.
  • Evaluate and report on performance against customer expectation and company averages.
  • Ensure all CAPA records are up to date and all root cause analyses, corrective actions, and follow up resolutions are accurately tracked and followed up on.

  • Skills and Qualifications:
  • A minimum of 6 years' localization experience in operations roles (project management, program management)
  • Multiple-account management experience (your portfolio will have 6-12 customers)
  • Experience with Life Science clients is a strong plus
  • Proven team building, management, and leadership skills
  • Account development experience
  • High-level client exposure
  • Excellent verbal and written skills
  • Strong presentation skills

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.

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.