Localization Program Manager

Localization Program Manager

The Localization Program Manager reports directly to the Senior Director, Production and is responsible for providing successful Program Management for a portfolio of complex Enterprise accounts.

The Localization Program Manager is responsible for implementing and maintaining successful service delivery strategies to meet SLAs and desired business outcomes.

The Localization Program Manager drives cross-functional and multi-stakeholder initiatives both internally and externally, and is accomplished at collaborating with team members at every level.

Key Responsibilities

• Produces competitive and well reasoned quotations, with necessary caveats and assumptions.
• In collaboration with Solutions and Product, will drive the implementation, testing and iteration of complex technical production workflows to ensure optimal efficiency.
• Demonstrates strong analytical capabilities to monitor and control production team performance against KPIs
• Directs tasks for production resources to meet and exceed KPIs and customer SLAs.
• Regularly reports internally and externally on production metrics, performance against objectives (including KPIs and customer SLAs), explaining trends, addressing shortfalls proactively with cross-functional action plans.
• Communicates seamlessly with client contacts, local colleagues, freelancers and internal project team members.
• Manages production escalations, drives RCA and CAPA to completion.
• Conducts post-mortems on key account initiatives, sharing results and planning follow-up actions with key stakeholders to ensure continuous improvements and learnings.
• Implements process and workflows, escalating requirements for customizations / deviations for appropriate consideration.
• Demonstrates a deep understanding of all production workflows and processes related to their accounts.
• Maintains up to date plans and documentation for account.
• Monitors and enforces adherence to correct production procedures.
• Leads the account portfolio team, identifies opportunities for training and development.
• Works in close collaboration with Revenue and Customer Success to ensure comprehensive coverage and implementation of customer requirements while focusing on Production-specific SLAs.

Skills and Experience :

Benefits