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The Program Manager is a key player in contributing to the company's operational success. They are responsible for ensuring seamless team collaboration and development, program delivery, strategic customer service and quality control and evaluation.
A successful Program Manager will have solid program management skills, excellent problem solving skills, and the ability to build strong relationships with client and internal teams in face to face and virtual environments.
Position responsibilities
Own the service delivery for the program, across geographically dispersed client and TransPerfect teams
Enhance organizational excellence by establishing operational benchmarks, timelines, and resources needed to achieve strategic goals, proactively recommending and driving improvements as necessary; set standards for accountability and measurements of success
Engage with the client and internal teams to design and implement new initiatives to further develop process improvement, quality procedures, and efficient workflow models
Be the pivotal point of contact for the client with responsibility for communication, setting achievable service and delivery expectations, and ensuring these are fulfilled and satisfaction levels are consistently maintained
Ensure the client has knowledge of the defined process and best industry practices to develop trust in program services and solutions delivery
Collaborate with internal teams to establish, strengthen and expand client relationships and support development of new business opportunities and overall profitable revenue growth
Identify gaps and trends to support the Client Services team to maximize revenue potential through expansion and/or diversification of services and solutions
Partner with the Production team to dissect and shape new offerings and support client-facing teams to build value proposition around these proposed offerings
Build and strengthen the relationships between the diverse teams working on the account
Drive strategic planning and strategy implementation to aid and report on improved customer satisfaction, consistent quality delivery, process efficiency, and increased profitability
Complete any other tasks as assigned by a manager/supervisor
Essential skills and experience required
Excellent written and verbal English communication skills
University degree or its equivalent
Minimum of 5 years of experience in program/account management roles working with a high-performance, collaborative, constructive peer group and key, enterprise-level clients
Leadership skills and experience managing teams
Thorough understanding of project management
Ability to work effectively under pressure to meet tight deadlines and challenging goals
Dynamic, engaging, independent and self-motivated with a results-oriented mindset
Energized in matrix organizations where excellence is achieved through relationships rather than formal reporting structures
Proficient in using technology as a management reporting tool and experience working with IT staff to develop and implement program evaluation systems
Advanced skills in Microsoft Office applications
Exceptional problem solving and critical thinking skills
Ability to maintain professionalism, focus and a result-orientation attitude under pressure and tight deadlines
Desired skills and experience
Prior experience working in the translation/localization industry
Knowledge of additional languages at professional working proficiency
Six Sigma certification or experience
PMP or Prince 2 certification or experience
TransPerfect and its companies provides equal employment opportunities to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by local law.
We celebrate diversity as one of our core values and we have a clear goal: to be an inclusive workplace where a diverse mix of talented people want to come, stay and do their best work. Together with passionate, creative and collaborative colleagues, we are working to ensure accessibility is for everyone.
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