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Quality and Process Manager

Remote

Quality and Process Manager

Remote

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 , Massachusetts
Position Title: Language Manager

Req: 23823

Description:
Language team leadership role within the Life Sciences Business Unit focused on:
• Fostering a culture of customer service excellence aimed at consistently meeting stringent industry and customer-specific quality
performance requirements.
• Managing and coaching a team of direct reports as well as influencing and guiding non-direct reports.
• Identifying and promoting efficiencies for language tools and processes.
Ownerships & Responsibilities:
1. Language Services Management with Customer Focus
- Nurture an environment of continuous improvement in all areas of language services with primary focus on quality and delivery to
specific customer requirements.
- Work with Sales and Solutions Teams to help planning language strategies for Life Sciences clients. Work with project management
teams to help efficiently and effectively executing this work.
- Support the sales process by contributing to RFI/RFP responses. Provide input and support on Test Translations.
- Work closely with Global Operations Management to measure language team performance based on customer feedback, and
continually evaluate benchmarks. Ensure all language services-related complaints or CAPA records are up to date and all root cause
analyses, corrective actions, and follow up resolutions are accurately tracked and followed up on.
- Provide guidance and education to clients and the Life Sciences team on how to improve localization processes and consistency
between accounts and divisions.
- Participate in post project review meetings; monitor linguistic client needs and levels of satisfaction; ensure that linguistic topics in
action plans are monitored and appropriate actions have been taken.
- Stay informed about all account requirements and concerns to be able to guide assigned support accordingly and to fulfill the clientfacing
role within Language Services if applicable.
- Understand US Life Sciences ISO QMS and participate in customer audits as necessary. Understand Life Sciences SOPs and provide
input if required.
2. Language Lead Team Leadership
- Responsible for recruitment, training, development, and performance evaluation of US Life Sciences Language Leads team
- Monitor, direct and develop capacity and capability planning, working in partnership with Life Sciences Centers of Excellence, Global
Delivery Centers, and contactors, as necessary. Ensure team has necessary tools & resources to efficiently complete their
responsibilities and exceed customer delivery expectations.
- Develop budget for group needs aligned with sales forecast models and scale the team proactively to support the growth and nature
of business. Responsible for evaluating, improving and enhancing the productivity and cost-efficiency of the group.
- Lead regular team meetings to discuss resource allocation, vendor management, company-wide initiatives, tools and optimization etc.
- Support training of language leads and related resources: identify training needs, propose training plan and provide guidance
regarding problem solving, client communication, resource issues, etc.
- Be aware of issues within team projects, assist with troubleshooting and encourage problem-solving techniques. Promote team spirit.
- Become a true driver for language technology. Work to improve operational efficiencies, processes and procedures in the localization
workflow.
3. Vendor Management
- Partner with Global Vendor Management to manage localization vendor relations, driving up quality, efficiency in parallel with costefficient
sourcing.
- Identify resource selection strategy for each account/project including continuous quality tracking.
- Prepare and/or provide training and other support to vendors as necessary.
4. Global Partnership Building
- Partner with other designated managers and global sites to leverage and measure performance of mutually beneficial best practices.
- Represent US Life Sciences in various company initiative related to quality, training, language services development and language
technology.
5. Other duties as assigned by Director of Operations or VP/General Manager.
Requirements:
• 5+ years of professional experience in or translation-related position
• 2+ years of management experience
• Knowledge of Translation Memory tools and other computer-assisted translation (CAT) software
• Experience with the localization process for Life Sciences accounts or deep interest in quickly becoming familiar with it
• Strong command of the English Language as well as Native fluency in a second language is essential
• Ability to commit to a culture of excellence and interest in continuous improvement
• Ability to apply subject matter expertise and act as a consultant to clients and team members on linguistic topics
• High attention to detail and good organizational skills
• Strong customer service, negotiation and problem-solving skills
• Strong computer skills, excellent command of Microsoft Office applications
• Ability to work well with others in a multi-cultural and fast-paced environment
• Strong multi-tasking and project management skills
• Proven team building, management, and leadership skills
• Excellent verbal, written and presentation skills
Education
Master's Degree in Linguistics or Translation preferred.

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