Sr. Program Manager, Internationalization & Localization (Remote from Bulgaria)

5+ years of experience in program management, technical product management, or a related leadership role focused on i18n and l10n Specific, demonstrated experience managing the localisation pipeline for Customer Support, Help Centre, or Technical Documentation content Proven familiarity with core internationalisation principles and best practices for developing world-ready software Expert-level understanding of the localisation technology stack, including various TMSs and i18n tooling (e.g., Globalyzer) and their integration with content platforms Demonstrated experience driving complex, cross-organisational i18n initiatives and successfully evangelising best practices and requirements to technical and non-technical stakeholders Strong communication, problem-solving, and stakeholder management skills Understanding of cultural nuances, regional preferences, and market differences in product design and content delivery Technical background or experience working closely with CI/CD pipelines and repository management (e.g. GitLab) Experience in measuring the impact of localised support content on customer satisfaction (CSAT) and support costs Legally eligible to work in Bulgaria Fluency in English is required

Define and own the end-to-end Internationalisation program strategy and roadmap Drive cross-organisational i18n initiatives and feature readiness Act as the primary advocate and evangelist for i18n best practices Own the localisation workflow for all customer-facing Support assets Partner closely with Customer Support and Writing teams to define localisation scope, prioritisation, and quality metrics Ensure technical content is structured optimally for translation Manage and optimise the integration between CMS and TMS Track and report on l10n-related operational and business KPIs Establish strong, collaborative relationships with Product Managers, Engineers, UX Designers, Leadership, and external Language Service Providers (LSPs) Manage vendor relationships, define Service Level Agreements (SLAs), and oversee performance reviews