1.0 OVERVIEW

The Program Manager will be responsible for the operational success of TransPerfect ensuring seamless team

collaboration and development, program delivery, strategic customer service and quality control and evaluation.

A successful Program Manager will have solid program management skills, excellent problem solving skills, and

the ability to build strong relationships with client and internal teams in face to face and virtual environments.

2.0 DESCRIPTION

 Own the service delivery for the program, across geographically dispersed client and TransPerfect teams

 Enhance organizational excellence by establishing operational benchmarks, timelines, and resources needed

to achieve strategic goals, proactively recommending and driving improvements as necessary; set standards

for accountability and measurements of success

 Engage with the client and internal teams to design and implement new initiatives to further develop process

improvement, quality procedures, and efficient workflow models

 Be the pivotal point of contact for the client with responsibility for communication, setting achievable service

and delivery expectations, and ensuring these are fulfilled and satisfaction levels consistently maintained

 Ensure the client has knowledge of the defined process and best industry practices to develop trust in

program services and solutions delivery

 Collaborate with internal teams to establish, strengthen and expand client relationships and support

development of new business opportunities and overall profitable revenue growth

 Identify gaps and trends to support the Client Service team to maximize revenue potential through expansion

and /or diversification of services and solutions

 Partner with Production team to dissect and shape new offerings and support client-facing teams to build

value proposition around these proposed offerings

 Build and strengthen the relationships between the diverse teams working on the account

 Drive strategic planning and strategy implementation to aid and report on improved customer satisfaction,

consistent quality delivery, process efficiency, and increased profitability

 Complete any other tasks as assigned by a manager/supervisor

3.0 REQUIRED SKILLS

 Excellent written and verbal communication skills in native language as well as in English

 Independent, self-motivated, results-oriented, and dynamic

 Exceptional problem solving/critical thinking skills

 Ability to work effectively under pressure to meet tight deadlines and challenging goals

 Proficient in using technology as a management reporting tool and experience working with information

technology staff to develop and implement program evaluation systems

 Energized in matrix organizations where excellence is achieved through relationships rather than formal

reporting structures

 Thorough understanding of project management

 Advanced use of Microsoft Office applications

 Attention to detail

4.0 REQUIRED EXPERIENCE AND QUALIFICATIONS

 Minimum 5 years of experience in program/account management

 Minimum Bachelor’s degree or equivalent

 Experience working with a high-performance, collaborative, constructive peer group

 Leadership experience in managing teams

5.0 DESIRED SKILLS AND EXPERIENCE

 Prior translation industry experience

 Six Sigma certification or experience

 PMP or Prince 2 certification or experience