Strategic Localization Program Manager

3 weeks ago

London, Greater London, United Kingdom Clear Ventures Full time

Job Summary

We are seeking a highly skilled Strategic Localization Program Manager to join our team at Clear Ventures. As a key member of our production team, you will be responsible for providing expertise and consultation to our partners and customers, driving successful onboarding for complex localization programs.

About the Role

As a senior member of our team, you will work closely with a range of customer stakeholders and internal functions to implement and maintain the optimal program management framework for our customers. You will be responsible for stakeholder and risk management, developing new processes or initiating process and product improvements to meet SLAs, and tracking and managing large-scale account performance to KPIs and SLAs.

Key Responsibilities

  • Consult and work closely with Enterprise customers to understand their business needs and align LILT's SLAs and KPIs to measure, achieve, and exceed these.
  • Lead implementation of processes and systems to meet customer requirements – including workflow, project management, invoicing, and service delivery.
  • Lead the onboarding of new customers.
  • Scope new services, including pricing proposals and SLAs.
  • Provide local support in the required time zone for direct customer engagement on strategic topics and initiatives.
  • Lead complex remediations from beginning to end; participate in LILT's continuous improvement program.
  • Maintain and exceed performance against KPIs, to include, but not limited to: Account Health Onboarding (Time to first dollar) Customer SLAs Issue resolution time.
  • Draw on strong analytical capabilities to monitor and control production team performance against KPIs.
  • Direct tasks for production resources to meet and exceed KPIs and customer SLAs.
  • Regularly report internally and externally on production metrics, performance against objectives (including KPIs and customer SLAs), explaining trends, addressing shortfalls proactively with cross-functional action plans.
  • Communicate seamlessly with client contacts, local colleagues, freelancers, and internal project team members.
  • Manage production escalations, drive RCA and CAPA to completion.
  • Conduct post-mortems on key account initiatives, sharing results and planning follow-up actions with key stakeholders to ensure continuous improvements and learnings.

Requirements

  • 8+ years' related experience managing Enterprise-level localization programs.
  • Excellent client-facing and internal communication skills.
  • Solid organizational skills including meticulous attention to detail and multitasking skills.
  • Analytical and organized problem-solving abilities.
  • Able to meet deadlines and work under pressure.

Benefits

  • Compensation: At market salary, meaningful equity, pension scheme contribution, and time off plus company holidays.
  • Health care: Employees receive coverage of medical, dental, and vision insurance. LILT pays for basic life assurance (UK ONLY).
  • Monthly lifestyle benefit stipend via the Fringe platform to allow employees to customize benefits to their lifestyle.

About Clear Ventures

We are an equal opportunity employer. We extend equal opportunity to all individuals without regard to an individual's race, religion, color, national origin, ancestry, sex, sexual orientation, gender identity, age, physical or mental disability, medical condition, genetic characteristics, veteran or marital status, pregnancy, or any other classification protected by applicable local, state, or federal laws. We are committed to the principles of fair employment and the elimination of all discriminatory practices.

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