The Program Manager is responsible for the operational success of TransPerfect by promoting seamless team collaboration, engaging in process development, ensuring long-term program sustainability, and tracking and evaluating Key Performance Indicators (KPIs) at a program-wide level.

Role Responsibilities

The Program Managers are responsible for overseeing and coordinating the various projects, strategic initiatives across TransPerfect, and ensuring that deadlines are met in a timely manner. They own the overall financial health of the program they are running, work with the Production Director and Senior Management to drive teams to enhance all areas processes, including evaluation of outsourcing performance, process and technology innovation to improve productivity and profitability.

• 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
• Take ownership of program-level performance reporting and improvement: analyze internal dashboards and monitor client KPI analysis
• Set projects and programs KPIs, monitor and control them to align client’s requirements, and as needed, take corrective actions
• Organize and integrate data to analytics and reporting tools – make sure all relevant data is tracked in accurate and timely manner so all reports are available
• Serve as a point of contact for the client with responsibility for communication, setting achievable service and delivery expectations, and ensuring these are fulfilled and satisfaction levels consistently tracked and maintained
• Support strategic planning and strategy implementation initiatives to aid improved customer satisfaction, consistent quality delivery, process efficiency, and increased profitability
• Engage with internal teams to design and implement new initiatives to drive process improvement, quality procedures, and efficient workflow models. Promote cross-divisional information-sharing and training across DataForce and TransPerfect teams.
• Holds line management responsibility, ensuring the team is at optimum performance, fully utilized, receives constructive feedback, and taking care of their well-being
• Establish, strengthen and expand client relationships and support development of new business opportunities and overall profitable revenue growth
• Identify up-selling opportunities and gaps and trends to support the Sales team to maximize revenue potential through expansion and/or diversification of services and solutions
• Educate and inform client contacts regarding processes and services provided and best industry practices and build strong client relationships and trust in program services and solutions delivery
• Serve as an escalation point on individual projects as well as the overall program

Role Requirements – Knowledge, Skills and Abilities

• Exceptional communication skills – being able to communicate important project updates both verbally and in writing
• Use platforms/systems to plan, organize, and prioritize to ensure the successful completion of projects
• Resource planning skills – effectively and strategically distributing resources and budgets
• Organization skills and the ability to work under pressure
• Effective use of planning tools and time management
• Outstanding teamwork and collaboration skills – ability to interact with all stakeholders
• Problem-solving skills – effective analysis and creative solutions for any problems that might arise
• Demonstrated analytical, critical-thinking, problem-solving and decision-making skills – ability to analyze a situation and plan and implement a solution
• Knowledge of file management and other administrative procedures
• Established competency in the use of business applications and collaboration tools, including but not limited to the Microsoft suite of applications (Outlook, Excel, Word, PowerPoint, SharePoint, Teams) and Google Workspace suite of products

Role Requirements – Education and/or Experience

• Minimum Bachelor’s degree or its equivalent
• AI/Program Management industry experience
• Demonstrated experience managing AI Machine Learning data-related projects (including speech, text and computer vision data collection, data curation and annotation projects)
• Demonstrated experience managing projects with crowdsourcing and remote resourcing solutions
• 5+ years’ relevant program/project finance management or in other roles with similar responsibilities
• Demonstrated success in end-to-end management of projects
• Ability to apply technology in solving business problems
• Experience managing information technology, data management, or similar technical projects
• Excellent leadership skills – ability to manage/supervise teams
• Business English language proficiency

Preferred Role Requirements

• PMI certification or equivalent
• Experience working in a multinational/multicultural virtual working environment
• Proficiency in working with support ticketing systems
• Experience in working in a cross-functional/matrix organization
• Fluency in a language other than English language is a plus

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