About the job
Key Responsibilities:
Comprehensive Project Delivery & SLA Oversight
Oversee the entire project management process autonomously.
Accountable for all project deliverables while adhering to service level agreements (SLAs).
Ensure timely project completion in accordance with customer SLAs.
Set and confirm realistic deadlines, ensuring tasks are completed promptly.
Skillfully manage and prioritize multiple tasks across different clients.
Maintain responsiveness to internal and external communications within established SLAs.
Quickly address inquiries from stakeholders.
Resource Management & Team Leadership
Maintain and oversee core teams and resource pipelines to support project activities.
Identify resource needs for production projects.
Conduct self-sourcing from our vendor database and initiate sourcing requests for new vendors.
Facilitate effective communication with linguists for all projects.
Delegate administrative tasks to project coordinators and interns.
Train supporting personnel on essential production methodologies and processes.
Quality Assurance, Risk Management, & Financial Oversight
Accountable for customer management (CM), quality, and on-time delivery (OTD) KPIs.
Ensure quality control at the project level, including review, verification, quality assurance (QA), and linguistic quality evaluation (LQE).
Address quality complaints and feedback from stakeholders effectively.
Conduct risk assessments to identify potential issues and develop mitigation strategies.
Perform ongoing risk evaluations for all production areas.
Escalate issues to management with suggested solutions.
Submit customer support tickets for any production blockers using Jira.
Process and approve invoicing and payments efficiently.
