Production Strategist

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Requirements:

• 8+ years’ related experience managing Enterprise-level localization programs for large Technology companies
• Customer onboarding experience
• Able to to develop and lead large-scale localization programs both autonomously and through mobilizing a team of resources
• Experience in Risk Management, RCA and CAPA procedures as they apply to Enterprise programs
• Excellent client-facing and internal communication skills
• Solid organizational skills including meticulous attention to detail and multitasking skills
• Analytical and organized problem solving abilities
• Able to meet deadlines and work under pressure

Responsibilities:

• Consult and work closely with Enterprise customers to understand their business needs and align LILT’s SLAs and KPIs to measure, achieve and exceed these.
• Lead implementation of processes and systems to meet customer requirements - including localization workflow, project management, invoicing and service delivery.
• Application of procedures to localization workflows.
• Lead program risk management to identify, communicate and escalate risks, potential issues, plan to and mitigate them. Draws on experience from previous risk scenarios to advise on optimal preventative action based on lessons learnt.
• Lead the onboarding of new customers.
• Scope new services, including pricing proposals and SLAs.
• Provide local support in the required time zone for direct customer engagement on strategic topics and initiatives.
• Lead complex remediations from beginning to end; participate in LILT’s continuous improvement program.
• Maintain and exceed performance against KPIs, to include, but not limited to: Account Health Onboarding (Time to first dollar) Customer SLAs Issue resolution time
• Draw on strong analytical capabilities to monitor and control production team performance against KPIs
• Direct tasks for production resources to to meet and exceed KPIs and customer SLAs
• Regularly report internally and externally on production metrics, performance against objectives (including KPIs and customer SLAs), explaining trends, addressing shortfalls proactively with cross-functional action plans.
• Communicate seamlessly with client contacts, local colleagues, freelancers and internal project team members.
• Manage production escalations, drive RCA and CAPA to completion.
• Conduct post-mortems on key account initiatives, sharing results and planning follow-up actions with key stakeholders to ensure continuous improvements and learnings.