Program Director; Linguistic Validation

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.

• 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 forecasts and partners with the sales team on the evaluation and generation of sales forecasts.
• 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 the 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.

• College/university degree in Business, English, Foreign Language, Social or Applied Science, or related field.
• Demonstrated experience coordinating complex projects within the translation/localization industry, with a preference for a background in medical/ pharmaceutical/ life sciences translations. Experience in managing Linguistic Validation projects.
• Successful customer service/account management experience within the translation industry.
• Demonstrated successful leadership or mentoring experience.
• A progressive record of increasing responsibility in management leading up to a senior management position, including successful performance in operations management.
• Exceptional track record of successfully managing relationships with clients, internal stakeholders, and the management team.
• Experience operating in a fast-growing, publicly traded international company.
• PMP or PgMP Certification is a plus.
• Verbal and written fluency in at least one foreign language is a plus.

• 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.
• Excellent follow-through skills with the ability to drive processes and decisions to closure.
• Strong analytical and problem-solving skills.
• Ability to communicate clearly with stakeholders and resolve issues or…