Program Manager

Position summary:

The Program Manager is a key player in contributing to the company´s operational success. They are responsible for ensuring seamless team collaboration and development, program delivery, strategic customer service and quality control and evaluation.

A successful Program Manager will have solid program management skills, excellent problem solving skills, and the ability to build strong relationships with client and internal teams in face to face and virtual environments.

Position responsibilities:

• Own the service delivery for the program, across geographically dispersed client and TransPerfect teams

• Enhance organizational excellence by establishing operational benchmarks, timelines, and resources needed to achieve strategic goals, proactively recommending and driving improvements as necessary; set standards for accountability and measurements of success

• Engage with the client and internal teams to design and implement new initiatives to further develop process improvement, quality procedures, and efficient workflow models

• Be the pivotal point of contact for the client with responsibility for communication, setting achievable service and delivery expectations, and ensuring these are fulfilled and satisfaction levels are consistently maintained

• Ensure the client has knowledge of the defined process and best industry practices to develop trust in program services and solutions delivery

• Collaborate with internal teams to establish, strengthen and expand client relationships and support development of new business opportunities and overall profitable revenue growth

• Identify gaps and trends to support the Client Services team to maximize revenue potential through expansion and /or diversification of services and solutions

• Partner with the Production team to dissect and shape new offerings and support client-facing teams to build value proposition around these proposed offerings

• Build and strengthen the relationships between the diverse teams working on the account

• Drive strategic planning and strategy implementation to aid and report on improved customer satisfaction, consistent quality delivery, process efficiency, and increased profitability

• Complete any other tasks as assigned by a manager/supervisor

Essential skills and experience required:

• Excellent written and verbal English communication skills

• University degree or its equivalent

• Minimum of 5 years of experience in program/account management roles working with a high-performance, collaborative, constructive peer group and key, enterprise-level clients

• Leadership skills and experience managing teams

• Thorough understanding of project management

• Ability to work effectively under pressure to meet tight deadlines and challenging goals

• Dynamic, engaging, independent and self-motivated with a results-oriented mindset

• Energized in matrix organizations where excellence is achieved through relationships rather than formal reporting structures

• Proficient in using technology as a management reporting tool and experience working with IT staff to develop and implement program evaluation systems

• Impeccable attention to detail

• Advanced skills in Microsoft Office applications

• Exceptional problem solving and critical thinking skills

• Ability to maintain professionalism, focus and a result-orientation attitude under pressure and tight deadlines

Desired skills and experience:

•  Prior experience working in the translation/localization industry

• Knowledge of additional languages at professional working proficiency

• Six Sigma certification or experience

• PMP or Prince 2 certification or experience