Lango is a technology-enabled language management ecosystem with one simple mission: to unify the entire language service workflow in one place. It is the first and only platform to consolidate and automate all language services including translation, interpretation, and Deaf/HOH services.
Lango is growing rapidly both organically and through acquisitions to create the leading tech-enabled Language Service Platform, using its massive enterprise-grade data set to develop industry-transforming AI technology. We currently serve over 4,500 customers across the United States with a focus on specialized, regulated sectors such as healthcare, education, government, and legal.
Lango is a global company with offices in Austin and New York City as well as Europe and Latin America. We are backed by Mucker Capital.
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The Director of Translation Operations directs and oversees all staff, vendors, technology, and processes related to the delivery of translation projects to our customers. We focus on a client-first mindset, fit-for-purpose quality, on-time deliveries, client satisfaction, and profitable operations. This individual is in charge of deploying planning for all translation operations, ensuring that customer satisfaction, retention, sales growth, and P&L consistently meet and exceed plan.
Strategic Duties
- Provides input to the CEO and fellow Leadership Team members in the preparation of all strategic planning and budgeting initiatives
- Translates strategic plans into operating plans and directs the implementation and execution of them throughout respective area of responsibility
- Optimizes organizational design and technology stack for current and future volumes
- Works with sales and account management to optimize pricing models
Team Management
- Manages high-performing PM and QA teams within agreed budget
- Creates, implements, measures and holds staff accountable for achievement of all Key Performance Indicators and Metrics related to translation services
- Conducts regular performance reviews and ongoing coaching to ensure the success of each direct report
- Ensures ongoing communications with staff are taking place to maintain maximum employee involvement with and awareness about all company activities and initiatives
- Coordinates the distribution of work to teams
- Works collaboratively with the Vendor Manager to continuously evaluate the quality and productivity of the vendors chosen to support all project management initiatives
- Leads team with integrity and maintains a trusting, inclusive, and productive environment Client Care
- Upholds organization policies and standards, ensuring that all customer contractual requirements such as specific government contracts, regulations and certifications are being met on a daily basis • Oversees the resolution of client complaints, with a focus on systematized process improvement
- Monitors Key Account satisfaction
- Collaborates with Sales Department to grow accounts
Process Management
- Oversees the documentation of all translation processes to ensure that consistent, efficient workflows are in place, yielding optimal productivity and performance
- Project manage complex IP and litigation projects from scoping, planning, scheduling, quality assurance, and delivery to client
- Identifies process improvement opportunities and develops plans to address them
- Evaluates the usage of translation technologies and implements new best practices
- Owns the partnerships with third-party service organizations that provide specialized services to the company, such as Translation Management software and tools, and after-hours support
- Maintains up-to-date knowledge of all technology-related innovations taking place within the industry; evaluates and makes recommendations for implementation
- Keeps leadership aware of market knowledge and intelligence
Requirements
- At least 5 years of experience at the Manager / Director within a Language Services organization
- Minimum of 3 years supervising a team of Project Managers
- Proven planning, budgeting, and implementation skills
- Demonstrable presentation and influencing skills
- Excellent written and oral communication skills
- Analytical and critical thinking skills — troubleshooting skills and ability to identify root cause and provide solutions
- Ability to work in a fast-paced, high pressure environment while balancing multiple priorities
- Working knowledge of MS Office Suite and Adobe Creative Cloud (In Design and Illustrator)
- Knowledge of Plunet Business Manager and memoQ preferred
- Knowledge of MT platforms including MS Translator
Job Type: Full-time
Pay: From $80,000.00 per year
Work Location: Remote