Vice President, Interpreting Services

Primary Goal: 

The VP Interpreting Services will maintain a consistent, highly professional interaction experience for contract interpreters as they raise issues, report successes and request services from GLOBO. The VP will serve as an escalation point for the contract interpreters and others on the team, will focus on delivering robust interpreter requirements and user acceptance testing processes for all interpreter applications and will develop the processes to deliver integrated workflows for GLOBO. The VP will coach and supervise a staff of Linguist Talent Recruiters to ensure weekly, monthly, and quarterly performance metrics are met and will develop Linguist Talent Recruiting Processes. An excellent VP of Interpreting Services must be an organized, reliable, and results-driven professional with an aptitude to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. This is a high-visibility role utilizing technology, people, and processes to deliver world-class services across a wide variety of industries.

Leadership: 

Provide thought leadership to deliver world-class services 

Capable of acting as a change manager to create new relationship opportunities with an acquired company, new clients, interpreters and GLOBO teams 

Ability to manage and inspire cross-functional global teams 

Ability to formulate and articulate a perspective and present it in a way to create understanding and alignment 

Strong financial acumen to develop business cases and to ensure successful implementation of the solutions 

Support delivery of policy change for the GLOBO Interpreters 

Provide guidance, mentoring, training, and support to team members

Lead and monitor a wide range of high visibility projects and solve problems to keep projects moving forward and on track to deliver legendary customer service to Interpreters

Manage interpreters expectations, drive client deliverables, and exercise scope

control to ensure interpretation needs are met- across multiple time zones

Creatively design solutions for complex requirements 

Develop and maintain strong functional and technical product knowledge 

Effectively communicate and work with C-Level sponsors, internal and client project teams, international and multi-cultural clients 

Provide guidance and oversight of staffing for sales demos and customer support

Manage cross-division and cross-function initiative interdependencies and secure required resources and funding. Where necessary, facilitate prioritization regarding shared resources across workstreams

Track and manage risks, actions, issues, decisions, and metrics for the overall interpretation team

Execution: 

Deliver to team objectives, deliverables and Interpreter communications

Ensure delivery of new business processes, capabilities and new tools to support all interpreters

Ensure the Interpreter Development Specialists are performing tasks as expected

Conduct effective training and product demonstrations calls with interpreters remotely 

Establish and drive communication of GLOBO Operations Team Workflows 

Develop clear KPIs and metrics for the interpreters and shift programs

Conduct effective resource planning to maximize the productivity of resources

(people, technology, etc.)

Collect and analyze Language data (sales rates, costs, customer service metrics, etc.)

Assume responsibility of budgeting, tracking expenses, measure ROI and Gross margin for all Interpreters

Hire, coach, and provide training to personnel to maintain high customer service standards

Mentor and coach personnel for career development

Evaluate performance with key metrics (accuracy, call-waiting time, etc.)

Prepare reports for different departments or upper management

Improve interpreter on-boarding process 

Handle ongoing feedback and management of contract interpreters

Drive continuous feedback to improve Interpreter experience

Quickly responding to interpreter issues

Create detailed SOP's to be used as training guides

Compose looker reports by collecting and analyzing data to measure quality, engagement, retention, churn, etc.

Hold regular internal and external meetings to review SLA's

Create and maintain programs for interpreter engagement and retention

Support Sales and Client Experience with demos, client meetings and other events as needed

Build the GLOBO brand with interpreters

Create and maintain ongoing professional development and resources for interpreters

Other duties as assigned

Required minimum experience and education:

Minimum 5 years of customer service experience required

Minimum 10 years of experience working with contract interpreters in Language Services

BA degree or higher (years experience can be substituted)

Solid understanding of reporting and budgeting procedures

Experience in basic financial analysis (cost-effectiveness, cost-benefit, etc.)

Proficient in MS Office/Google Suite and call center equipment/software programs

Outstanding communication and interpersonal skills

Excellent organizational and leadership skills with a problem-solving ability

Positive and patient

Experience with Looker a plus

Demonstrated proficiency with Microsoft Office Word and PowerPoint and superior knowledge of Excel

Experience with Google Docs and Apple/Mac Operating System preferred

Additional Required Competencies:

The position requires strong leadership, collaboration, project management, communication, and change management skills 

Ability to work independently in a decentralized environment, without the reliance on direct authority 

Experience leading global integration and transformational cross-functional projects 

Proven experience transitioning new products or services into existing processes 

Organizational skills and clear and concise communications are a MUST 

Business acumen and critical thinking that can lead teams to solutions 

Ability to manage multiple initiatives and projects and prioritize needs 

Demonstrated proficiency to effectively present complex topics in an easy-to-understand manner and facilitating meetings with directors, vice presidents, and business owners 

Ability to diagnose problems which could be related to strategy, process, technology, or people and put in place appropriate actions/measures 

Must be a self-starter and quick learner with ability to assertively engage with resources at all levels within the organization 

Proven capacity to manage simultaneous processes from start to finish 

Excellent knowledge of Google Suite 

Experience with Asana a plus 

Experience partnering with the Information Systems department and leading system implementation projects 

Global awareness and sensitive to multiple cultures 

Language: Fluent in English. Additional languages are an asset 

Shared Services Experience is a plus 

Authorized to legally work for any employer in the United States

Willingness to submit to any requested background checks

Travel: Travel to interpreter events or future acquisitions may be required 

GLOBO Foundations - Core Competencies: GLOBO has created a roadmap to success outlining the key KSAs and competencies in each job band. As a director, to perform the essential functions of this position and the job successfully, an individual should demonstrate the following competencies.

Drive Results - Create a team structure accountable for results and rock attainment by setting direction and priorities for work within areas of responsibility; Balance company resources against results.

Communicate Effectively - Influence across boundaries; Cultivates and builds upon an executive presence, inspiring team members and functional partners.

Developing Self and Others - Develop cross-training and team skills to improve productivity; Identify team opportunities and create a high-performing department.

Growth-Focused - Interpret change to help others through ambiguity; Initiate change/growth and participate visibly throughout initiatives. 

Customer Centricity - Sets priorities and makes decisions in developing various effective ways to deal with service challenges; Regularly updates understanding of customers’ needs and quickly adapts solutions, as needed, to changing customer demands.

Supervisory Responsibilities: This position does direct supervisory responsibilities.

Work Environment: This position predominantly operates in a hybrid professional and/or remote office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. While performing the duties of this job, the employee may be required to stand up or to sit for up to eight hours or more at a time. The employee must use his/her hands to handle or feel objects, tools, or controls and reach with hands and arms. The employee is occasionally required to walk, sit, climb, or balance, and stoop, kneel, or crouch. The employee may be required to occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus. 

Persons with mental or physical disabilities, as defined by the Americans With Disabilities Act, are eligible for this position as long as they can perform the essential functions of the job after reasonable accommodations are made to their known limitations. If the accommodation cannot be made because it would cause the employer undue hardship, such persons may not be eligible for this position.