Key Responsibilities

Client Service

Defines and implements metrics to achieve client satisfaction.
Leads the effort with other project team members, Technical Services and Quality Assurance to create and maintain custom client workflows.
Engages with key client contacts to educate them on new initiatives and process improvements.
Provides reports on account Key Performance Indicators (KPIs).
Leads the client post-mortem process.
Acts as a point of escalation for client and project issues.
Manages account relationships (relevant for day-to-day activities) to enable positive service experience.
Leads presentations educating clients about particular projects, project types or about RWS in general.
Maintains positive client perceptions.
Ensures client satisfaction by proactively seeking and offering solutions.
Responds to client requests in a timely manner.

Project Management

Approves quotations created by others.
Engages in quotation preparation including complex and strategic requests.
Ensures ISO requirements are being met.
Identifies, communicates, and manages production risks as appropriate to eliminate potential pitfalls or obstacles.
Ensures strict adherence to deadlines, budgets, and the completion of high-quality deliverables.
Supports the use of project management best practices and attention to quality objectives.
Launches and coordinates standard and complex projects which includes functions such as negotiating budgets, scheduling, resource allocation and work assignments.
Oversees strategic project and account kick-offs.
Produces reports and develops internal post-mortems to help improve processes and reduce risk.
Reviews Profit & Loss report for projects. Provides rationale and corrective action for items not meeting budget.
Ensures the receipt of all purchase orders, approves invoices and escalates payment issues where necessary.
Collaborates with cross-functional teams on CAPAs.
Ensures timely and professional completion of root cause investigations and CAPA reports.
Supports escalation and team oversight during absence of (Associate) Program Manager.

Resource Coordination

Works closely with Supply Chain on resource needs and planning.
Works with Quality Assurance to ensure the highest level of quality.
Creates and sends POs to external resources.
Ensures project resources have the necessary tools and information to accomplish tasks.
Alerts resources of schedule or scope changes.
Provides feedback to Supply Chain on resource performance.

Account Development

Works with Account Management/Business Development teams to achieve set KPIs.
Collaborates with Account Management/Business Development teams to discuss identified risks and opportunities for account growth.
Ensures key stakeholders are informed as appropriate regarding critical account activities, potential threats and opportunities and recommends appropriate actions.
Supports execution of approved account opportunities and their implementation.
Participates in account-related meetings and leads presentations.
Gathers information to forecast upcoming work for production team.
Supports Global Account team to improve overall budget, efficiency, and quality.

Teamwork

Mentors junior staff where appropriate.
May organize or allocate workloads across project team members for maximum capacity utilization.
Makes recommendations for process improvements that improve efficiency, quality and profitability.
Supports project team members as necessary to perform and complete daily project tasks.

Skills & Experience

Ability to provide leadership to others in a respectful manner.
Ability to communicate with, train and collaborate with employees through changes in procedures, clients requirements, and other production issues.
Ability to make decisions, collaborate with and assist employees through problems on job-related issues.
Strong organizational skills in a fast-paced, deadline-driven environment
Ability to prioritize and coordinate competing work demands and maintain composure under pressure.
Fluent communication skills of written and verbal English.
Ability to report work orally and in writing as required.
Ability to understand, apply and use personal computers and software applications.
A team player who can collaborate effectively with a diverse group of individuals.
Ability to establish and maintain cooperative working relationships.
Ability to exercise discretion and independent judgment in relation to performance of work responsibilities, working with minimal supervision.
Ability to maintain confidentiality of information regarding company financial and other information.
Ability to resolve customer service and production issues in a professional and efficient manner.
Quality focus and detail oriented.
Ability to determine root cause analysis.
Ability to exercise discretion and independent judgment in relation to work responsibilities, working with minimal supervision.
Four-year college degree or equivalent in Business, English, Foreign Language, Social or Applied Sciences, or related field.
Five or more years demonstrated experience coordinating complex projects within the localization or translation industry.
Successful customer service/account management experience, generally a minimum of four years, including at least three years of experience within the translation industry.
Demonstrated successful leadership or mentoring experience, minimum two years.
Advanced computing skills, including experience with TRADOS or other translation management tools (CAT, or Computer Aided Translation tools) and publishing applications (e.g., Frame-Maker, InDesign, etc.).
PMP Certification a plus.
Verbal and written fluency in at least one foreign language a plus.

Senior Project Manager (Night Shift)