Program Director

Program Director

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Under the general supervision of a Vice President of Operations, the Program Director is a strategic, client-facing, results-driven, and innovative operations leader. The role is accountable for customer relationships, end-to-end program delivery, and driving profitable growth. The Program Director is responsible for the management of multiple client program teams of varying size and complexity; monitoring their performance for profitability, client satisfaction, on-time delivery, and quality;

and identifying and implementing changes as necessary in support of business goals.

The Program Director supports the development of functional business strategy by providing insights, analysis and guidance related to current and anticipated future state of programs. The role may develop, implement, and follow through on approved action plans to achieve strategic objectives and coordinate corrective measures where appropriate.

At RWS, we enable the world’s largest enterprises to communicate with global audiences through cutting-edge language technology, AI-driven solutions, and expert services. Our RWS Transform division empowers organizations to accelerate digital transformation, scale global content, and unlock growth in every market.

Linguistic Validation (LV) is a specialized business unit within RWS Regulated Industries that focuses on the translation, validation, licensing, and electronic implementation of Clinical Outcome Assessments (COAs). COAs are questionnaires completed during clinical trials which allow sponsors to collect data about treatment effectiveness, side effects, and health status directly from patients and caregivers.

The LV Team is over 20 years of experience in the COA field, positioning us as the industry leader. Our team performs a wide variety of functions in addition to translation, including recruitment and interviewing of patients around the world, development of novel research for presentation and publication, expertise in licensing and copyrights, and management of electronic implementation of COAs (eCOA) in over 80 languages.

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• Engages with customers as a senior operational leader.
• Analyzes and evaluates customer business issues and leads teams to execute defined solutions across all service offerings.
• Is accountable for increasing organic program revenue, managing margin and other KPIs.
• Collaborates with operations leadership to ensure customer satisfaction and implements continual process improvement, measurement/benchmarking, and automation across all lines of service delivery.
• Records, analyzes, and evaluates the performance of delivery teams and external suppliers to achieve high levels of customer satisfaction, quality, and profitability.
• Is responsible for the analysis, evaluation and generation of operational revenue forecast and partners with the sales team on the evaluation and generation of sales forecast.
• Provides support as a key interface with clients at the last stage of the sales cycle; provides thought leadership for solution generation; drives transition and onboarding of new clients as appropriate.
• Serves as the overall escalation point for assigned customer account(s).
• Leads operational discussions with the customer and proactively monitors and shares customer feedback received through the client feedback database ensuring appropriate actions are taken and shared with the customer in a timely manner.
• Leads in formulating, interpreting, implementing, and measuring processes for company service offerings.
• Develops and certifies programs for operational readiness, supports hiring, and focuses on lowering costs related to client solutions and services.
• Is accountable for the overall financial health of the accounts.
• Collaborates 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 including but not limited to ISO standards.
• Supervises, sets performance standards, and evaluates assigned personnel for the purpose of ensuring their department and individual performance objectives are met.
• Analyzes department work levels and receives appropriate approval for changes in staffing levels/positions to meet business unit work needs. Participates in the selection process for new employees.

Any combination of education and experience providing the required skill and knowledge for successful performance would be qualifying. Typical qualifications would be equivalent to:

• College/university degree in Business,…