Job Purpose:
Under the general supervision of the Vice President of Operatins, the Director of Linguistic Validation (LV) Operations will function as a strategic, client facing, results-driven and innovative operations leader. The role will have accountability for cultivating customer relationships, end to end program delivery, and driving profitable growth. The Director of LV Operations will direct, develop, implement and administer the functions and operations of the Linguistic Validation business unit teams; monitoring their performance for profitability, client satisfaction, on-time delivery and quality; and implementing changes as necessary in support of business goals and in conformance with company policies and practices.
About Linguistic Validation
Linguistic Validation (LV) is a specialized business unit within RWS Regulated Industries that focuses on the translation, validation, licensing, and electronic implementation of Clinical Outcome Assessments (COAs). COAs are questionnaires completed during clinical trials which allow sponsors to collect data about treatment effectiveness, side effects, and health status directly from patients and caregivers.
The LV Team is over 20 years of experience in the COA field, positioning us as the industry leader. Our team performs a wide variety of functions in addition to translation, including recruitment and interviewing of patients around the world, development of novel research for presentation and publication, expertise in licensing and copyrights, and management of electronic implementation of COAs (eCOA) in over 80 languages.
For more information, visit: RWS
Job Overview:
Key Responsibilities
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Engage with customers as senior operational leader.
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Analyze and evaluate customer business issues and lead teams to execute on defined solutions across all business unit service offerings.
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Accountable for increasing organic program revenue, managing margin and other KPIs.
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Collaborate with operations leadership to ensure customer satisfaction and implement continual process improvement, measurement/benchmarking, and automation across all lines of service delivery.
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Record, analyze and evaluate the performance of delivery teams and external suppliers to achieve high levels of customer satisfaction, quality, and profitability.
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Responsible for the analysis, evaluation and generation of operational revenue forecast and partners with sales/account management team on the evaluation and generation of sales forecast.
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Provide support as a key interface with clients at the last stage of the sales cycle; provide thought leadership for solution generation; and drive transition and on-boarding of new clients as appropriate.
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Serve as an escalation point for customer accounts in collaboration with account management teams.
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Lead operations discussions with the customer, and proactively monitor and share customer feedback received through the client feedback database ensuring appropriate actions are taken and shared with the customer in a timely manner.
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Lead in formulating, interpreting, implementing, and measuring processes for service offerings.
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Develop and certify programs for operational readiness, support in hiring, and focus on lowering costs related to client solutions and services.
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Accountable for the overall financial health of the accounts, including gross margin performance.
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Collaborate with site and senior business unit leadership to drive teams in improving all areas including process, people and technology. This could include but is not limited to evaluation of the P&L statements, outsourcing performance and behavior, and innovation of process and technology to increase productivity and/or profitability.
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Understands and adheres to company Quality Management System (QMS) requirements. Performs root cause analysis.
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Supervise, set performance standards, and evaluate assigned personnel for the purpose of ensuring their department and individual performance objectives are met.
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Analyze department work levels and receives appropriate approval for changes in staffing levels/positions to meet business unit work needs. Participate in the selection process for new employees, as needed.
Additional Duties
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Performs other related duties, as assigned, for the purpose of ensuring the efficient and effective functioning of the Linguistic Validation unit, or other company goals and objectives.
Note: The above description is illustrative of tasks and responsibilities. It is not meant to be all inclusive of every task or responsibility. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
Skills & Experience
Any combination of education and experience providing the required skills and knowledge for successful performance would be qualifying. Typical qualifications would be equivalent to:
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Four-year college/university degree in Business, English, Foreign Language, Social or Applied Sciences, or other related field. Master’s Degree preferred.
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Fluent English verbal and written communication skills along with strong presentation skills.
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Five to seven years demonstrated experience coordinating complex projects within the translation/localization industry with preference for background in medical translations.
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Successful customer service/account management experience, generally a minimum of five years within the translations industry.
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Three to five years demonstrated successful leadership experience as department or program manager with preference within Linguistic Validation.
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A progressive record of increasing responsibility in management leading up to a senior management position including demonstrated successful performance in operations management.
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Exceptional track record of successfully managing relationships with clients, internal stakeholders, and management team.
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Experience operating in a fast growing international company with revenues at or above $70m.
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PMP Certification a plus.
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Ability to provide leadership for employees and provide clear direction, while meeting goals and objectives in a respectful manner.
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Ability to communicate with, train and lead employees through changes in procedures, client requirements, and other operational issues.
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Strong communication and negotiation skills including relationship building and presentation.
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Ability to develop systems and processes from the ground up, communicate those systems outwardly, and win support from colleagues and supervisors as needed
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Excellent follow-through skills with the ability to drive processes and decisions to closure.
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Ability to exercise discretion and independent judgment in relation to work responsibilities, working with minimum supervision
- Strong analytical and problem-solving skills.
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Ability to communicate clearly with stakeholders and resolve issues or complaints in a professional and efficient manner.
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Strong organizational skills in a fast-paced, deadline driven environment.
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Ability to prioritize and coordinate competing work demands, and maintain composure under pressure.
Base Pay
$145,000 - $195,000 / year
Actual rate of pay may vary based on factors including, but not limited to: position offered, location, education, training, and/or experience. Total compensation may also include variable incentives, bonuses, benefits, and/or other perks, as outlined in any formal offer made.
Candidates must reside in State advertised to be considered
Life at RWS:
At RWS, we’re here for one purpose: unlocking global understanding.
As a unique, world-leading provider of technology-enabled language, content, and intellectual property services, we remove the barriers to communication to make global connection possible. Our unrivalled experience and deep understanding of language have been developed over more than 60 years. As we look to shape the future, our ambition is to create a world where understanding is universal for everyone.
We work with over 80% of the world’s top 100 brands, more than three-quarters of Fortune’s 20 ‘Most Admired Companies’ and almost all the top pharmaceutical companies, investment banks, law firms and patent filers. Our client base spans Europe, Asia Pacific and North and South America. Our 65+ global locations across five continents service clients in the automotive, chemical, financial, legal, medical, pharmaceutical, technology and telecommunications sectors.
Over the past 20 years we’ve been evolving our own AI solutions as well as helping clients to explore, build and use multilingual AI applications. With 45+ AI-related patents and more than 100 peer-reviewed papers, we have the experience and expertise to support clients on their AI journey.
If you like the idea of working with smart people who are passionate about breaking down language barriers and giving back to their communities, then you’ll love life at RWS. Our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong.
We want every employee to grow as an individual and excel in their career. In return, we expect all our people to live by the values that unite us: to partner with colleagues and clients, to adopt a pioneering spirit, to be positive in progressing the work we do, and always to deliver what we promise.
RWS Values
Get the 3Ps right – Partner, Pioneer, Progress – and we´ll Deliver together as One RWS.
For further information, please visit: RWS
RWS embraces DEI and promotes equal opportunity, we are an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. RWS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability, or sexual orientation. RWS will not tolerate discrimination based on any of these characteristics.
Covid Vaccination - All RWS employees hired for positions that require working on-site at RWS offices, customer offices, travel on behalf of RWS, and/or in-person meetings will be required to comply with the RWS USA COVID-19 Vaccination and Testing Policy. RWS complies with federal, state, and local laws regarding accommodations related to this policy.
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