Localization Operations Lead — Remote-First

Overview

Smartling is an AI-native translation platform that's redefining how the world's biggest brands go global - ranked #3 on Fast Company's Most Innovative Companies list. We're growing rapidly at scale and are backed by Battery Ventures, a global technology-focused investment firm. While most companies are still figuring out how to use AI, we've spent years building it into the core of our platform - and we're just getting started.

Overview

Smartling is an AI-native translation platform that's redefining how the world's biggest brands go global - ranked #3 on Fast Company's Most Innovative Companies list. We're growing rapidly at scale and are backed by Battery Ventures, a global technology-focused investment firm. While most companies are still figuring out how to use AI, we've spent years building it into the core of our platform - and we're just getting started.

As a Senior Localization Operations Specialist on Smartling's Managed Services team, you'll own complex, larger-scale customer accounts and serve as an operational advisor to both clients and junior team members. This role blends hands-on execution with strategic thinking - you'll optimize workflows, lead escalation resolution, and help clients mature their localization programs, all while mentoring the next generation of Loc Ops Specialists.

We are looking for a hire based on the US East Coast at this time.

You Will

• Own complex or high-volume customer accounts end-to-end - from process design through delivery and retrospective.
• Design and optimize localization processes to improve efficiency, scalability, and quality across diverse client accounts and operational environments.
• Lead escalation resolution with minimal oversight, driving issues to closure while maintaining clear, proactive communication with clients throughout the resolution process.
• Partner with customers and cross-functional teams to improve localization processes and support the scaling of their programs effectively.
• Proactively identify operational risks - including volume spikes and tooling gaps - and mitigate them before they impact delivery or quality.
• Mentor junior Localization Coordinators and Operations Specialists on process design, platform usage, and execution best practices.

• 3-5 years of experience in localization project management or operations, including ownership of complex accounts.
• Deep hands-on experience with Smartling or comparable enterprise translation management systems (TMS).
• Demonstrated ability to design, optimize, and govern localization processes at scale across complex, multi-account environments.
• Strong track record of managing escalations and navigating challenging customer conversations, providing advisory support, education, and guidance to drive successful resolution.
• Experience mentoring or coaching junior Localization Coordinators and Operations Specialists, with the ability to clearly explain complex concepts and provide effective training in a localization or operations context.
• Excellent written and verbal communication skills, with experience engaging senior client stakeholders.
• Solid understanding of localization industry trends, AI-enabled tooling, translation memory (TM) strategy, and localization frameworks.

• Working knowledge of file engineering fundamentals, scripting languages, and localization engineering concepts, including file formats, encoding standards, and placeholder/tag management.
• Experience supporting global, enterprise-tier clients with complex, multi-stream localization programs.
• Fluency or working proficiency in a second language

• Strategic. You think beyond immediate deliverables, considering how today’s decisions impact the client’s localization program at scale.
• Resili…