Localization Program Manager - Washington, United States - Lilt

Description

Job Description

LILT is the leading AI solution for enterprise translations. Our stack made up of our Contextual AI Engine, Connector APIs, and Human Adaptive Feedback enables global organizations to adopt a true AI translation strategy, focusing on business outcomes instead of outputs. With LILT, innovative, category-defining organizations like Intel, ASICS, WalkMe, and Canva are using AI technology to deliver multilingual, digital customer experiences at scale.

While our core AI technology might share similarities with ChatGPT and Google Translate, it's what we do with it that makes LILT truly revolutionary. Our patented Contextual AI Engine goes beyond basic translations, understanding the nuance of our customer's content and target audience to deliver hyper-accurate, business-focused results. Our connector-first approach seamlessly integrates with our customer's existing workflows, and our human-adapted feedback loop ensures continuous improvement, making LILT a constantly evolving AI partner for your global ambitions.

Get the best of both worlds at LILT Dive into dynamic in-office energy 2 days a week, sparking creativity and forging bonds with your awesome team. Then, seamlessly shift gears and crush your to-do list from the comfort of your home base for the rest of the week. It's the perfect harmony of productivity and personal freedom. Want a peek inside? Visit our Careers page

This position can be based out of our Indianapolis, IN office and will be expected to work in the office in a hybrid capacity. Additional locations include the Washington D.C., New York City, and Boston metropolitan areas where you will start as fully remote and then transition to hybrid once offices are opened in those locations. Fully remote applicants will also be considered.

Authorization to work in the U.S. is a precondition of employment.

The Production Team at LILT

LILT's Production Team is a global workforce, operating across four continents. We are passionate about localization and making information accessible to all. The Team spans project management, program management, quality, and talent management, working with some of the world's largest organizations.

Working in LILT's Production Team you will have access to leading tools, collaborative teammates, and opportunities to make a real impact.

What You'll Do

The Program Manager reports directly to the Director of Program Management and is responsible for ensuring successful program management for select accounts. They work with customers to implement and maintain successful service delivery strategies to meet SLAs and desired business outcomes. They drive cross-functional and multi-stakeholder initiatives both internally and externally, and are accomplished at collaborating with team members at every level.

• Manage the end to end localization process for a portfolio of large-scale Program customers
• Act as primary point of contact for customer stakeholders, with associated responsibilities of stakeholder onboarding and education on best practices in localization
• Respond to and meet directly with stakeholders to plan & scope projects
• Manage existing program documentation and collaborate with customers to produce technical documentation
• Identify and recommend process improvements to both customer and LILT internally to optimize workflows
• Regularly report internally and externally on production metrics, performance against objectives (including KPIs and customer SLAs), explaining trends, addressing shortfalls proactively with cross-functional action plans
• Communicate seamlessly with internal and external stakeholders
• Manage production escalations, drive RCA and CAPA to completion and pursue continuous improvement
• Conduct post-mortems on key account initiatives, sharing results and planning follow-up actions with key stakeholders to ensure continuous improvements and learnings
• Demonstrate a deep understanding of all production workflows and processes related to their accounts

Key Responsibilities

• Consult and work closely with a range of customers to understand their business needs and align LILT's SLAs and KPIs to measure, achieve and exceed these
• Provide local support in the required time zone for direct customer engagement on strategic topics and initiatives
• Act as customer engagement representative, initiating and leading training sessions as well as providing guidance to customer stakeholders
• Maintain and exceed performance against KPIs, to include, but not limited to:
  • Account Health
  • Customer SLAs
  • RCA and CAPA

Skills and Experience

• Bachelor's degree; Master's degree preferred
• 3+ years related experience in a localization Sr project manager and/or program management role; experience with large enterprise customers and/or Regulated Industries preferred
• Excellent client-facing and internal communication skills; experience leading customer engagement with customers preferred
• Experience managing localization production for enterprise customer(s)
• Strong analytical and organized problem solving abilities
• Able to meet challenging deadlines and work under high pressure

Our Story

Our founders, Spence and John met at Google working on Google Translate. As researchers at Stanford and Berkeley, they both worked on language technology to make information accessible to everyone. They were amazed to learn that Google Translate wasn't used for enterprise products and services inside the company and left to start a new company to address this need – LILT.

At its core, LILT has always been a machine learning company since its incorporation on March 6, 2015. At the time, machine translation didn't meet the quality standard for enterprise translations, so LILT assembled a cutting-edge research team tasked with closing that gap. While meeting customer demand for translation services, LILT has prioritized investments in Large Language Models, believing that this foundation was imperative to the future of enterprise translation.

Benefits

• Compensation: At market salary, meaningful equity, 401(k) matching, and flexible time off plus company holidays
• Medical Benefits: Employees receive coverage of medical, dental, and vision insurance, plus FSA/DFSA, HSA, and Commuter benefits. In addition, LILT pays for basic life insurance, short-term disability, and long-term disability
• Paid parental leave is provided after 6 months.
• Monthly lifestyle benefit stipend via the Fringe platform to allow employees to customize benefits to their lifestyle

LILT is an equal opportunity employer. We extend equal opportunity to all individuals without regard to an individual's race, religion, color, national origin, ancestry, sex, sexual orientation, gender identity, age, physical or mental disability, medical condition, genetic characteristics, veteran or marital status, pregnancy, or any other classification protected by applicable local, state or federal laws. We are committed to the principles of fair employment and the elimination of all discriminatory practices.

Compensation Range: $70K - $90K