Production Strategist, Production

RESPONSIBILITIES

• Drive the use of AI across the Production team, responsible for finding agent-driven solutions to optimise all aspects of the production workload.

• Consult and work closely with a range of Enterprise customers to understand their business needs and align LILT’s SLAs and KPIs to measure, achieve and exceed these.

• Lead implementation of processes and systems to meet customer requirements — including customised workflow, project management, invoicing and service delivery — with automation and agentic tooling at the core of solution design.

• Leads the onboarding of new customers, taking an AI-first approach to accelerate and standardise onboarding.

• Scopes new services, including pricing proposals and SLAs, using intelligent tooling to support scoping, estimation and proposal development.

• Provides local support in the required time zone for direct customer engagement on strategic topics and initiatives.

• Lead complex remediations from beginning to end; participate in LILT’s continuous improvement program, using automation to identify root causes and prevent recurrence.

• Work cross functionally to develop AI agents to manage multi step processes, allowing Production Staff to focus on high level goals and edge cases.

• Eliminate waste and quality issues from Production processes by agentising workflows and processes as much as possible.

• Maintain and exceed performance against KPIs, with automated monitoring and reporting, to include, but not limited to:

• Account Health

• Onboarding (Time to first dollar)

• Customer SLAs

• QRM resolution time

• Healthy account portfolio financials

DUTIES

• Onboards new customers and service lines with the appropriate people, processes and tools.

• Produces competitive and well reasoned quotations, with necessary caveats and assumptions.

• In collaboration with Solutions and Product, will drive the implementation, testing and iteration of complex technical production workflows to ensure optimal efficiency.

• Demonstrates strong analytical capabilities to monitor and control production team performance against KPIs

• Directs tasks for production resources to meet and exceed KPIs and customer SLAs

• Regularly reports internally and externally on production metrics, performance against objectives (including KPIs and customer SLAs), explaining trends, addressing shortfalls proactively with cross-functional action plans.

• Communicates seamlessly with client contacts, local colleagues, freelancers and internal project team members.

• Manages production escalations, drives RCA and CAPA to completion.

• Conducts post-mortems on key account initiatives, sharing results and planning follow-up actions with key stakeholders to ensure continuous improvements and learnings.

• Implements account onboarding, process and workflows, escalating requirements for customizations/deviations for appropriate consideration.

• Demonstrates a deep understanding of all production workflows and processes related to their accounts.

• Maintains up to date plans and documentation for account

• Monitors and enforces adherence to correct production procedures

• Leads the account portfolio team, identifies opportunities for training and development

• Works in close collaboration with Revenue and Customer Success to ensure comprehensive coverage and implementation of customer requirements while focusing on Production-specific SLAs

PREFERRED EDUCATION

• Bachelor’s or Master’s degree in Languages, Translation, Linguistics

REQUIRED EXPERIENCE

• 8+ years’ related experience managing Enterprise-level localisation programs

• Excellent client-facing and internal communication skills

• Solid organizational skills including meticulous attention to detail and multitasking skills

• Analytical and organized problem solving abilities

• Able to meet deadlines and work under pressure

PREFERRED EXPERIENCE

• Experience in onboarding new