Program Manager

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The Program Manager will be responsible for the operational success of TransPerfect ensuring seamless team collaboration and development, program delivery, strategic customer service and quality control and evaluation.

A successful Program Manager will have solid program management skills, excellent problem solving skills, and the ability to build strong relationships with client and internal teams in face to face and virtual environments.

DESCRIPTION

• Own the service delivery for the program, across geographically dispersed client and TransPerfect teams
• Enhance organizational excellence by establishing operational benchmarks, timelines, and resources needed to achieve strategic goals, proactively recommending and driving improvements as necessary; set standards for accountability and measurements of success
• Engage with the client and internal teams to design and implement new initiatives to further develop process improvement, quality procedures, and efficient workflow models
• Be the pivotal point of contact for the client with responsibility for communication, setting achievable service and delivery expectations, and ensuring these are fulfilled and satisfaction levels consistently maintained
• Ensure the client has knowledge of the defined process and best industry practices to develop trust in program services and solutions delivery
• Collaborate with internal teams to establish, strengthen and expand client relationships and support development of new business opportunities and overall profitable revenue growth
• Identify gaps and trends to support the Client Service team to maximize revenue potential through expansion and / or diversification of services and solutions
• Partner with Production team to dissect and shape new offerings and support client-facing teams to build value proposition around these proposed offerings
• Build and strengthen the relationships between the diverse teams working on the account
• Drive strategic planning and strategy implementation to aid and report on improved customer satisfaction, consistent quality delivery, process efficiency, and increased profitability
• Complete any other tasks as assigned by a manager / supervisor

REQUIRED SKILLS

REQUIRED EXPERIENCE AND QUALIFICATIONS

DESIRED SKILLS AND EXPERIENCE

Seniority level

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