Senior Project Manager (Night Shift)

Key Responsibilities

Client Service

• Defines and implements metrics to achieve client satisfaction.
• Leads the effort with other project team members, Technical Services and Quality Assurance to create and maintain custom client workflows.
• Engages with key client contacts to educate them on new initiatives and process improvements.
• Provides reports on account Key Performance Indicators (KPIs).
• Leads the client post-mortem process.
• Acts as a point of escalation for client and project issues.
• Manages account relationships (relevant for day-to-day activities) to enable positive service experience.
• Leads presentations educating clients about particular projects, project types or about RWS in general.
• Maintains positive client perceptions.
• Ensures client satisfaction by proactively seeking and offering solutions.
• Responds to client requests in a timely manner.

Project Management

• Approves quotations created by others.
• Engages in quotation preparation including complex and strategic requests.
• Ensures ISO requirements are being met.
• Identifies, communicates, and manages production risks as appropriate to eliminate potential pitfalls or obstacles.
• Ensures strict adherence to deadlines, budgets, and the completion of high-quality deliverables.
• Supports the use of project management best practices and attention to quality objectives.
• Launches and coordinates standard and complex projects which includes functions such as negotiating budgets, scheduling, resource allocation and work assignments.
• Oversees strategic project and account kick-offs.
• Produces reports and develops internal post-mortems to help improve processes and reduce risk.
• Reviews Profit & Loss report for projects. Provides rationale and corrective action for items not meeting budget.
• Ensures the receipt of all purchase orders, approves invoices and escalates payment issues where necessary.
• Collaborates with cross-functional teams on CAPAs.
• Ensures timely and professional completion of root cause investigations and CAPA reports.
• Supports escalation and team oversight during absence of (Associate) Program Manager.

Resource Coordination

• Works closely with Supply Chain on resource needs and planning.
• Works with Quality Assurance to ensure the highest level of quality.
• Creates and sends POs to external resources.
• Ensures project resources have the necessary tools and information to accomplish tasks.
• Alerts resources of schedule or scope changes.
• Provides feedback to Supply Chain on resource performance.

Account Development

• Works with Account Management/Business Development teams to achieve set KPIs.
• Collaborates with Account Management/Business Development teams to discuss identified risks and opportunities for account growth.
• Ensures key stakeholders are informed as appropriate regarding critical account activities, potential threats and opportunities and recommends appropriate actions.
• Supports execution of approved account opportunities and their implementation.
• Participates in account-related meetings and leads presentations.
• Gathers information to forecast upcoming work for production team.
• Supports Global Account team to improve overall budget, efficiency, and quality.

Teamwork

• Mentors junior staff where appropriate.
• May organize or allocate workloads across project team members for maximum capacity utilization.
• Makes recommendations for process improvements that improve efficiency, quality and profitability.
• Supports project team members as necessary to perform and complete daily project tasks.

Skills & Experience

• Ability to provide leadership to others in a respectful manner.
• Ability to communicate with, train and collaborate with employees through changes in procedures, clients requirements, and other production issues.
• Ability to make decisions, collaborate with and assist employees through problems on job-related issues.
• Strong organizational skills in a fast-paced, deadline-driven environment
• Ability to prioritize and coordinate competing work demands and maintain composure under pressure.
• Fluent communication skills of written and verbal English.
• Ability to report work orally and in writing as required.
• Ability to understand, apply and use personal computers and software applications.
• A team player who can collaborate effectively with a diverse group of individuals.
• Ability to establish and maintain cooperative working relationships.
• Ability to exercise discretion and independent judgment in relation to performance of work responsibilities, working with minimal supervision.
• Ability to maintain confidentiality of information regarding company financial and other information.
• Ability to resolve customer service and production issues in a professional and efficient manner.
• Quality focus and detail oriented.
• Ability to determine root cause analysis.
• Ability to exercise discretion and independent judgment in relation to work responsibilities, working with minimal supervision.
• Four-year college degree or equivalent in Business, English, Foreign Language, Social or Applied Sciences, or related field.
• Five or more years demonstrated experience coordinating complex projects within the localization or translation industry.
• Successful customer service/account management experience, generally a minimum of four years, including at least three years of experience within the translation industry.
• Demonstrated successful leadership or mentoring experience, minimum two years.
• Advanced computing skills, including experience with TRADOS or other translation management tools (CAT, or Computer Aided Translation tools) and publishing applications (e.g., Frame-Maker, InDesign, etc.).
• PMP Certification a plus.
• Verbal and written fluency in at least one foreign language a plus.