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Senior Global Program Director

United States

Senior Global Program Director

  • United States
Employment Type: Regular FT Salaried

Work Location: Bellevue, Washington

Position Title: Senior Global Program Director

Requisition ID#: 41363

What is LQS:

Lionbridge Language Quality Services (LQS) provides independent language quality management to customers who are looking for and objective assessment of the translation quality in their products. The LQS organization is firewalled from the rest of Lionbridge operations in order to guarantee an unbiased analysis, no matter who the localization provider is.

Lionbridge LQS offers end-to-end quality management services, including: analysis of the source content, consultancy on the optimal localization approach for the customer, style guide and glossary creation and maintenance, review and scoring of translated content using industry standard metrics for comparison across different vendors, Business Intelligence data and dashboards with action-driven KPIs.

Position overview:

The Sr. Program Director for Language Quality Servicves (LQS) will function as a strategic, client facing, results-driven, and innovative operations leader. The role will have accountability for customer relationships, end to end program delivery, and driving profitable growth.

Customer Satisfaction - Act as overall escalation point for the customer account as it relates to quality management. The Program Director will take the lead in operational discussions with the customer and proactively monitor and share publicly customer feedback through the Customer Care Database ensuring appropriate actions are taken and shared with the customer in a timely manner.

Innovation - The LQS team is transforming from a traditional language review service into an AI driven end-to-end language consulting service, from supporting the content creation process with language insights, to planning, building and supporting the localization workflow, to auditing the impact of the content in our customer's end users.
The Sr. Global Program Director needs to embrace and lead this transformation by helping productize the new offerings and interact with the development team to spec and prioritize the technical needs of those products.

Operational Excellence - Act as a consultant for our customers in order to define the best approach to end-to-end quality, beyond the language review of translated content.
Lead in defining, rolling out, and measuring processes for all Lionbridge LQS services. The Program Director will lead and certify for operational readiness, support in hiring, and focus on lowering costs related to client solutions and services.

Business & Financial - The Sr. Program Director owns the overall financial health of the account and works with site and SBU leadership to drive teams to improve all areas process, people and technology. This could include but not limited to evaluation of outsourcing performance and behavior, innovation of process and technology to increase productivity and/or profitability.

Team Leadership - Lead, motivate, mentor, and grow a team of LQS professionals in multiple locations. The LQS team has a distributed structure with resources in the US, Europe, Costa Rica and Asia. The Sr. Global Program Director is responsible for managing and supporting the team, including goal setting, performance reviews, etc.

What You Will Do
  • Personally engage with customers as senior operational leader: understand customer business issues and lead global teams to execute on defined solutions across all service offerings
  • Accountable for increasing organic program revenue, managing margin and other KPIs.
  • Work with operations leadership to insure 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
  • Responsible for operational revenue forecast and partners with sales team on sales forecast
  • Help support as a key interface with clients at the last stage of the sales cycle, provide thought leadership as solutions are being crafted, and drive transition and onboarding new clients as appropriate
  • Be the primary communication link and escalation path across the customer program
  • Manage global workflow including financial process, technical solutions and headcount planning
  • Provide timely and accurate forecasts of our expected revenue with appropriate highlighting of risk
  • Provide guidance and performance coaching to global operations team for this account
  • Drive consistently excellent Customer experience and service
  • Establish and monitor KPIs and QBR process internally and with customer
  • Provide executive updates and overview on overall health of the account to the Operations leaders and Global Client Solutions leadership

To Be Successful You Will Have
  • This position requires extensive inter-personal skills, excellent business planning skills, cross-group coordination at all levels, business acumen, and the ability to work on several diverse projects at the same time
  • Knowledge of key sales processes and tools
  • Passion about our customers, our technology and our people
  • Strong analytical/problem solving skills, demonstrated success in driving complex strategies and projects, 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
  • 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, 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 constraint.
  • Demonstrates an overt creativity and innovation capability.
  • Able to establish instant credibility, and will be a leader who both speaks and acts with the confidence gained through experience
  • A consistent, "can do" attitude, and will act quickly to rally organizations around a common vision
  • 8-10 years' experience in project management, program management, finance or marketing, prior agency, entertainment/gaming industry experience a plus
    - BA/BS required. Advanced business degree preferred.

In return you can expect:
  • To work with great team members, who are as passionate as you!
  • An emphasis on individual growth and continuous learning
  • To make an impact on a great, industry leading team!
  • To contribute to our amazing team and to Lionbridge's People-First Culture.

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.

*** Candidates should be aware that Lionbridge maintains a policy requiring all employees to be fully vaccinated. Newly hired employees must be vaccinated by their start date, unless living or working in a state that prohibits vaccine mandates and the position is not associated with a Federal contract. Lionbridge is an equal opportunity employer and will provide a reasonable accommodation to those unable to be vaccinated where it is not an undue hardship to the Company to do so as provided under federal, state, and local law.

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.