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Company

myGwork - LGBTQ+ Business Community · 2 days ago

Director of Linguistic Validation Operations

United States

Full-time

Remote

Director/Executive

$145K/yr - $195K/yr

5+ years exp

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Responsibilities

Engage with customers as senior operational leader.

Analyze and evaluate customer business issues and lead teams to execute on defined solutions across all business unit service offerings.

Accountable for increasing organic program revenue, managing margin and other KPIs.

Collaborate with operations leadership to ensure customer satisfaction and implement continual process improvement, measurement/benchmarking, and automation across all lines of service delivery.

Record, analyze and evaluate the performance of delivery teams and external suppliers to achieve high levels of customer satisfaction, quality, and profitability.

Responsible for the analysis, evaluation and generation of operational revenue forecast and partners with sales/account management team on the evaluation and generation of sales forecast.

Provide support as a key interface with clients at the last stage of the sales cycle; provide thought leadership for solution generation; and drive transition and on-boarding of new clients as appropriate.

Serve as an escalation point for customer accounts in collaboration with account management teams.

Lead operations discussions with the customer, and proactively monitor and share customer feedback received through the client feedback database ensuring appropriate actions are taken and shared with the customer in a timely manner.

Lead in formulating, interpreting, implementing, and measuring processes for service offerings.

Develop and certify programs for operational readiness, support in hiring, and focus on lowering costs related to client solutions and services.

Accountable for the overall financial health of the accounts, including gross margin performance.

Collaborate with site and senior business unit leadership to drive teams in improving all areas including process, people and technology. This could include but is not limited to evaluation of the P&L statements, outsourcing performance and behavior, and innovation of process and technology to increase productivity and/or profitability.

Understands and adheres to company Quality Management System (QMS) requirements. Performs root cause analysis.

Supervise, set performance standards, and evaluate assigned personnel for the purpose of ensuring their department and individual performance objectives are met.

Analyze department work levels and receives appropriate approval for changes in staffing levels/positions to meet business unit work needs. Participate in the selection process for new employees, as needed.

Performs other related duties, as assigned, for the purpose of ensuring the efficient and effective functioning of the Linguistic Validation unit, or other company goals and objectives.

Qualification

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Fluent EnglishProject CoordinationOperations ManagementRelationship ManagementLeadership ExperienceBusiness DegreeCustomer Service ExperienceProcess DevelopmentPMP CertificationTraining Skills

Required

Four-year college/university degree in Business, English, Foreign Language, Social or Applied Sciences, or other related field.

Fluent English verbal and written communication skills along with strong presentation skills.

Five to seven years demonstrated experience coordinating complex projects within the translation/localization industry with preference for background in medical translations.

Successful customer service/account management experience, generally a minimum of five years within the translations industry.

Three to five years demonstrated successful leadership experience as department or program manager with preference within Linguistic Validation.

A progressive record of increasing responsibility in management leading up to a senior management position including demonstrated successful performance in operations management.

Exceptional track record of successfully managing relationships with clients, internal stakeholders, and management team.

Experience operating in a fast growing international company with revenues at or above $70m.

Ability to provide leadership for employees and provide clear direction, while meeting goals and objectives in a respectful manner.

Ability to communicate with, train and lead employees through changes in procedures, client requirements, and other operational issues.

Strong communication and negotiation skills including relationship building and presentation.

Ability to develop systems and processes from the ground up, communicate those systems outwardly, and win support from colleagues and supervisors as needed.

Excellent follow-through skills with the ability to drive processes and decisions to closure.

Ability to exercise discretion and independent judgment in relation to work responsibilities, working with minimum supervision.

Strong analytical and problem-solving skills.

Ability to communicate clearly with stakeholders and resolve issues or complaints in a professional and efficient manner.

Strong organizational skills in a fast-paced, deadline driven environment.

Ability to prioritize and coordinate competing work demands, and maintain composure under pressure.