Career Opportunities: Global Program Director (26831) Req
Id 26831 - Posted 07/24/2020 -
Operations Management - United States -
California - Work From Home
Lionbridge enables more than 800 world-leading brands to
increase international market share, speed adoption of products and
effectively engage their customers in local markets worldwide.
Using our innovative cloud technology platforms and our global
crowd of more than 100,000 professional cloud workers, we provide
translation, digital marketing, global content management and
application testing solutions that ensure global brand consistency,
local relevancy and technical usability across all touch points of
the customer lifecycle. Based in Waltham, MA, Lionbridge maintains
solution centers in 28 countries.
Employee Sub-Group: Regular FT Salaried
Location: Cupertino , California
Position Title: Global Program Director
Global Program Director
The Global Program Director functions as a customer-facing,
results-driven and innovative operations leader. The role will have
accountability for customer relationships, end-to-end program
delivery and driving profitable growth. For Lionbridge, we see the
Global Program Director working in a customer success role by
building mutually beneficial Business relationships with our
Customers, which help them solve their Business challenges and
allow Lionbridge to grow its own business within these
Customer Engagement – The role requires class-leading customer
engagement, involving strong written and verbal communication
skills; ability to empathize with and respond to customers’ needs;
problem-solving skills; and the ability to function effectively in
a fast-moving, rapidly-changing environment. The Global Program
Director will take the lead in business discussions with customers
covering operational and commercial topics. These discussions will
take place in full partnership / collaboration with Lionbridge’s
Customer Satisfaction – Leads the way to create exceptional
Customer experiences and delivers results in Customer Satisfaction.
Acts as overall escalation point for customer account(s) as it
relates to quality management. Proactively monitors and shares
customer feedback through the Customer Care Database ensuring that
appropriate actions are taken and shared with customers in a timely
Operational Excellence – Leads in defining, rolling-out and
measuring processes for all Lionbridge services as a Sr. Leader.
The Global Program Director will lead and certify for operational
readiness, provide support in hiring and will focus on lowering
costs related to Customer solutions and services. Collaboration
with multi-location, cross-functional teams is key, particularly
with offshore delivery facilities, technology services and
management teams to maintain and improve customer satisfaction,
revenue and margin. Track and monitor performance of global
delivery teams and external suppliers to achieve high levels of
customer satisfaction, quality and profitability. Provide support
as a key interface with Customers at the last stage of the sales
cycle, through the provision of thought leadership as solutions are
Business & Financial – The Global Program Director owns the
overall financial health of their assigned account(s). You will
advocate and drive the identification and successful delivery of
new services to meet customer needs and Lionbridge margin targets;
as well as actively seek out opportunities for increasing revenue
from existing and potentially new business streams. You will work
with site, GDC and SBU leadership in driving teams to improve
processes, as well as implement and refine the deployment of
technology. You will support and develop people. Monitoring
outsourcing performance, including vendor selection and quality of
deliverables. The GPD will have an input into the maintenance,
updating and renewal of commercial contracts (e.g. MSAs,
Confidentiality Agreements, SOWs etc.). Manage margin and other
KPIs on assigned program(s) in line with corporate performance and
profitability goals. Lead team members in the achievement of these
goals. In collaboration with Lionbridge’s Sales teams, the GDP will
provide support and input to commercial discussions with customer
contacts (e.g. Procurement functions and senior customer
stakeholders) where relevant .
To Be Successful You Will Have:
5+ years of strong End-to-End Localization Process experience.
Localization Program Direction is required for this role.
Direct experience providing Program Direction within an LSP is
Strong experience in leading and developing people and large
teams. This role will have direct reports that have several direct
reports to each of them.
Direct enterprise-customer experience with
Strong experience working with remote and virtual teams.
Lionbridge serves the majority of the Fortune 100, giving you
direct access to some of the World’s Leading Organizations.
A very diverse team, employing world-class professionals from
all over the world; with a very diverse background of
A World-Leading company in the Crowd, Content and Localization
A 25-year-old, privately held and stable organization, that has
seen exponential growth year after year.
Growth opportunities to continue to develop and fine-tune your