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Partner Engagement Manager

fully flexible
Remote: 
Full Remote
Contract: 
Full time
Experience: 
Mid-level (2-5 years)
Work from: 
Romania

Offer summary

Qualifications:

University degree in Translation or Applied Languages., 3+ years in translation/localization experience., Proven experience in client-centric environments., Adept at data analysis and reporting..

Key responsabilities:

  • Measure, monitor, and optimize supplier performance.
  • Liaise with various teams to ensure capacity requirements are met.

Welocalize logo
Welocalize Large http://www.welocalize.com
1001 - 5000 Employees
About Welocalize
For over 25 years, Welocalize has helped some of the world's largest organizations improve customer engagement through the power of localized content. Since our founding in 1997, we've been a leader in applying innovative technology and adopting AI to deliver the highest quality translations quickly, efficiently, and at scale. Our proven track record showcases tangible business outcomes, including higher marketing conversion rates, regulatory compliance, increased customer satisfaction and retention, intellectual property protection, higher adoption rates, and improved data with enhanced models. At the heart of our innovation is OPAL, our advanced Service Delivery Platform, ensuring every translation is fast, effortless, and impeccably accurate. This technology, combined with our extensive network of over 250,000 linguistic experts in more than 250 languages, allows us to deliver multilingual content transformation services that are unmatched in quality and relevance. Our global team of industry specialists is dedicated to enabling your teams to achieve global business outcomes. From translation and localization to NLP-enabled machine learning training data, and data annotation, we blend cutting-edge technology with human insight across every project.
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Job description

As a trusted global transformation partner, Welocalize accelerates the global business journey by enabling brands and companies to reach, engage, and grow international audiences. Welocalize delivers multilingual content transformation services in translation, localization, and adaptation for over 250 languages with a growing network of over 400,000 in-country linguistic resources. Driving innovation in language services, Welocalize delivers high-quality training data transformation solutions for NLP-enabled machine learning by blending technology and human intelligence to collect, annotate, and evaluate all content types. Our team works across locations in North America, Europe, and Asia serving our global clients in the markets that matter to them. www.welocalize.com

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

MAIN PURPOSE OF JOB

The Partner Engagement Team is responsible for measuring, monitoring, and optimizing performance of suppliers within a particular set of languages. Performance includes, but is not limited to, on-time delivery, adherence to all client and project specific requirements, and defect-free deliverables. This Team is responsible for understanding customer capacity requirements as communicated by the Program Squads and liaising with Talent Procurement to ensure such capacity requirements can be met. As part of ensuring capacity, the Partner Engagement Team will monitor supplier utilization and advise supplier selection to the Program Squads accordingly.

MAIN DUTIES
  • The following is a non-exhaustive list of responsibilities and areas of ownership of Partner Engagement Manager:
  • Through engagement with Program Squad, make data-driven decisions regarding the most suitable resources for a specific account and/or content specialty. Suitability may be based on quality, OTD, market / language strategy, capacity needs, content specialty, or client specific requirements.
  • Responsible for overall performance (internal & external resources) of the languages, capacity planning, resource utilization, OTD, and quality.
  • Liaise with Program Squad to understand customer capacity requirements and take appropriate actions to ensure such requirements are consistently met.
  • Lead communication and onboarding of resources to (new) client programs, ensuring device set-up and management, account access, availability and suitability for such work.
  • Lead offboarding of resources per Welocalize and Client related guidelines.
  • Participate in the new projects or pilot programs to assure coverage, required SME profiles and training materials.
  • Maintain resource skilling as it pertains to clients / Pantheon (proprietary) programs / Client tools
  • Maintain/update training materials for program assigned resources.
  • Monitor utilization to ensure resource usage is in alignment with strategies as defined by Program Operations, Partner Success, and Language Operations. Engage with Program Squads should adjustment in resource usage be necessary. Verify utilization and sign-off for billing purposes.
  • Communicate with and support Talent Procurement in the creation of new recruitment campaigns to identify and onboard new resources to Welocalize. Open RFRs and job requisitions, organize candidate tryouts and participate to interviews.
  • Ensure regular quality measuring of resources in alignment with Welocalize LQA strategy and client account requirements.
  • Monitor and flag resources performing beneath defined Welocalize thresholds. Resource performance is inclusive of OTD, time-to-accept task, language quality, adherence to instructions, etc.
  • Initiate and drive Quality Improvement Plan (QIP), Performance Improvement Plan (PIP), RCAs or CAPAs, as needed. If QIP is deemed unsuccessful, inform Talent Procurement. If PIP is deemed unsuccessful, work with HR and Management to manage performance and, if applicable, replace the resource.
  • Initiate and drive KPI related arbitrations in line with production and/or Quality teams
  • Liaises with clients on resource-related matters, new LOBs, changes in language team structure, etc.
  • Address client’s performance related escalations
  • Sign-off quality feedback between various vendors involved in the program
  • Facilitate QBRs (Quarterly Business reviews) by preparing and presenting KPI/utilization/LOB related data.
  • Gives technical support and process training to the resources. Drives the adoption/utilization of new tools and processes. Promotes process improvement.
  • Attend Client meetings.

    • QUALIFICATIONS AND REQUIRED SKILLS
  • Education & Experience
  • University degree in Translation/Applied Languages or equivalent combination of education and experience 
  • 3+ years of experience in translation/localization
  • Proven experience in a fast-paced, client-centric environment, ideally in the translation or localization industry.
  • Excellent e-mail management skills
  • Knowledge of the language services industry and a keen interest in its technology, process, competitive landscape, and emerging trends.
  • Adept at data literacy; ability to produce reports and to understand and utilize data to make decisions.
  • Basic understanding of project management, costs and margin behavior
  • Flexible attitude with the ability to manage multiple priorities in a fast-paced, time-sensitive, and deadline-driven work environment.
  • Problem-solving mindset that can proactively assess and mitigate risk.
  • Can work within a team, contributing to the team's success, or work independently as needed.
  • Ability to prioritize ongoing projects based on business needs and urgencies that can arise.
  • Excellent communication skills (written and verbal, fluent in English).
  • Key Competencies
  • Is a strong Listener and effective Collaborator.
  • Understands the importance of Objective & Key Results (OKRs) and is Results Orientated
  • Actively drives Performance and Delivers results.
  • Proactively develops clear solutions to complex problems

    • Required profile

    Experience

    Level of experience: Mid-level (2-5 years)
    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    AnalyticsCustomer EngagementLanguage LocalisationLanguage TranslationPerformance ImprovementResource AllocationProject ManagementProcess ImprovementData Literacy

    Other Skills

    • Quality Assurance
    • Time Management
    • Teamwork
    • Communication
    • Problem Solving
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