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