VP, Community Management

VP of Community Management

Mission

The Lionbridge VP of Community Management is responsible for leading the strategy and day to day operations for Lionbridge's global community of >25,000 linguistic freelancers. Lionbridge is seeking a strategic and operational leader to manage the strategic planning, process improvement, community engagement, business partnering, training, and quality and cost management functions. To do this they will focus on strategic and resource planning, driving technology automation, measuring performance and managing a global team that oversees the day to day activities to onboard, train, manage and ensure on time and high-quality delivery to our customers.

What You Will Do

• Oversee a 60-person global community management team, focused on the strategies, plan and day to day operations to meet customer needs and support growth
• Meet Customer and Community Satisfaction Goals, NPS, and Margin Goals
• Manage a shared services team focused on pricing, process improvement, technology automation, negotiation, and compliance
• Execute successful cost reduction initiatives with demonstrated financial savings
• Community relations - manage the team responsible for engaging and supporting our community of linguists and other specialized resources,
• Measure and monitor quality of community performance through client stakeholders, metrics and feedback
• Develop, maintain, and promote key performance indicators to ensure continuous improvement and optimization.
• Develop strong partnerships with other Lionbridge leaders to ensure the global community management is closely aligned to other business objectives.

To Be Successful You Will Have

• Minimum 10 years of experience, preferably some of which is in localization
• Proven experience leading strategy for technology and automation, such as online marketplace
• Minimum 3 years of experience leading a global team
• Proven experience in process improvement, budget control, performance analysis, and contract management
• Previous experience developing and implementing sourcing strategies

In Return You Can Expect

• You will work for the world's #1 globalization company, a Forbes "America's Best Large Employer and "Best Employers for Women" Company
• You will work with a team as passionate and collaborative as you are
• This role provides an opportunity to deliver significant business impact through delivering incredible Net Promoter Scores and retaining our customers.
• The opportunity to put your ideas and best practices into production

About Us

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.

If you are interested in the scope and opportunity of this role please click to apply.