Job Opportunities API

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