Operations Manager

Language Lead

Purpose of the role: The Language Lead supervises a list of linguists and owns the quality of deliverables for their language on the assigned accounts.

The following is a non-exhaustive list of responsibilities and areas of ownership for this role:

• Coordinates the team of linguists
• As a people manager, participates in recruitment, training, work assignment, and performance management of the assigned team of linguists
• Monitors achievement of KPIs for self and assigned team
• Identifies training needs for translation teams; creates, maintains, and delivers the training program
• Coaches and mentors linguists
• Reviews translations and gives feedback to the linguists; communicates feedback received from 3rd party reviewers and client. Supports linguists in understanding corrections including in the arbitration process
• Supports linguists in asking any questions during production and escalates to Welocalize as needed
• Acts as liaison for terminology, style issues, product features & questions for assigned accounts. Responds to translators' queries
• Determines root causes of issues and implements actions for improvement
• Supports the onboarding of new teams (when applicable)
• Identifies and highlights workload or workflow issues and provides solutions to the Welocalize team
• Supports Welocalize initiatives, such as internship and Transforming Talent programs

Quality management planning and execution:

• Supports their own team in working with the Quality Department to monitor the overall linguistic quality and quality planning for the designated accounts
• Helps define and execute on quality expectations per language for the accounts in their remit
• Supports the Quality Department in performing RCAs and designing corrective actions in case of client escalations
• Ensures language level quality oversight by KPI tracking and status reporting
• Identifies products, contents that might be a challenge, as well as linguists that might be underperforming, and makes recommendations to reallocate products, contents, etc. Communicates translation team assignment preferences to PM team and flags to Quality if linguists need to be replaced

Client engagement:

• As a Language Lead for their assigned accounts, joins calls with client linguistic teams to discuss quality and strategy (including corrections, requirements, clarify any misunderstandings/unclear corrections or requirements) and takes the lead on linguistic issues discussed
• Documents meetings with the client and follows up with linguists to make sure everybody is aligned
• Makes sure the client feedback is implemented
• Performs direct reviews with SMEs, where applicable

Linguistic production:

• Performs translation and review tasks as required
• Creates and maintains linguistic assets, translation memories, and client-facing documentation for assigned accounts. Communicates asset updates to linguistic team
• Reviews and evaluates test translations of potential candidates
• Performs LQAs as requested
• Participates in the arbitration process

Requirements:

• Experienced linguist with extensive translation and review experience on various content types
• Native language knowledge in [target language]
• Fluent in English
• Leadership and people management skills