Localization Program Manager

Jonckers • Full-time • Remote (United States) • 4m ago

ABOUT

Acclaro is the trusted partner to some of the world's biggest brands and fastest-growing global companies. It’s our mission to harness the powerful combination of human expertise and cutting-edge technology, putting brands into the heads, hearts, and hands of people everywhere

Our AI-powered business management and language platform, WordsOnline, ensures a faster time to market with measurable results. Our global team and community of language, country, and technology experts leverage their knowledge to craft localization strategies that help our customers succeed in any market.

POSITION DESCRIPTION

The Localization Program Manager is a strategic, client-facing role responsible for leading global production and account success for a portfolio of accounts. The Localization Program Manager leads a distributed team of project managers, linguists, and technical leads and is responsible for project/service delivery, account financials, building business relationships with customers, and customer satisfaction.

Location: Remote, US

Time zone coverage: Pacific Time (GMT-8)

Working hours: 9 am to 6 pm, with an 8-hour workday and a 1-hour break

Reports to: Director of Operations

RESPONSIBILITIES

Act as lead operations contact for customers; understand customers’ business objectives and guide team to solve challenges and deliver services to meet those needs.

Define and customize client translation and localization programs, with the goal of helping clients achieve their global objectives.

Lead global project team of project managers, linguists, and technical leads in delivering exceptional customer service.

Drive account-focused process initiatives to increase efficiencies through automation and continuous improvement.

Provide localization expertise to guide clients on localization processes and best practices.

Seek opportunities to increase revenue from existing clients.

Responsible for customer retention and successful management of existing lines of business to support organic and profitable account growth.

Serve as escalation point for client issues, lead prompt and thorough root cause analysis and issue resolution process.

Own account financials.

Oversee ongoing work across project team; provide day to day support for complex localization projects including tool management, translation and technical production services.

Monitor performance against program SLA and KPIs.

Lead account level meetings, client interactions, prepare and present QBRs.

Troubleshoot, solve and when needed, escalate project-related issues to senior operations management.

Offer transparency, accessibility and accountability to clients and internal team for all projects.

REQUIREMENTS

Proven previous experience as Program Manager or other managerial position

3+ years' experience in external client services at a localization or similar agency.

Bachelor's Degree in related field or equivalent military or professional experience

Demonstrated experience managing continuous localization programs.

Extensive knowledge of localization tools, standards, and translation processes.

Direct experience working with Translation Management Systems.

Experience directly managing project managers with a focus on coaching and mentorship.

Exceptional oral, written, and interpersonal communication skills and awareness of cross-cultural issues.

Strong customer service, analytical and problem-solving skills.

Innovative and creative and well-organized with an ability to prioritize and proactively offer solutions.

Leadership and supervisory skills.

Desirable

PMP certification.

Proficiency in at least one additional language other than English.

Acclaro is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other protected characteristic as outlined by federal, state or local laws. We make hiring decisions based solely on qualifications, merit and business needs at the time.