Production Strategist

Summary

Join LILT's Production team as a Strategist and leverage your expertise to consult with enterprise clients, ensuring seamless onboarding for complex localization programs. You will collaborate with various stakeholders, including solutions architects, engineers, and project managers, to implement and maintain optimal program management frameworks. As a senior team member, you will be responsible for stakeholder and risk management, process improvement, and performance tracking against KPIs and SLAs. This hybrid role offers a blend of in-office and remote work, based in Boston, New York, or Washington D.C. metropolitan areas. The position requires 8+ years of experience managing enterprise-level localization programs for large technology companies. LILT offers competitive compensation, comprehensive medical benefits, paid parental leave, and a monthly lifestyle benefit stipend.

Requirements

• 8+ years’ related experience managing Enterprise-level localization programs for large Technology companies
• Customer onboarding experience
• Able to to develop and lead large-scale localization programs both autonomously and through mobilizing a team of resources
• Experience in Risk Management, RCA and CAPA procedures as they apply to Enterprise 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

Responsibilities

• Consult and work closely with 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 localization workflow, project management, invoicing and service delivery
• Application of procedures to localization workflows
• Lead program risk management to identify, communicate and escalate risks, potential issues, plan to and mitigate them. Draws on experience from previous risk scenarios to advise on optimal preventative action based on lessons learnt
• Lead the onboarding of new customers
• Scope new services, including pricing proposals and SLAs
• Provide 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
• Maintain and exceed performance against KPIs, to include, but not limited to:Account HealthOnboarding (Time to first dollar)Customer SLAsIssue resolution time
• Draw on strong analytical capabilities to monitor and control production team performance against KPIs
• Direct tasks for production resources to to meet and exceed KPIs and customer SLAs
• Regularly report internally and externally on production metrics, performance against objectives (including KPIs and customer SLAs), explaining trends, addressing shortfalls proactively with cross-functional action plans
• Communicate seamlessly with client contacts, local colleagues, freelancers and internal project team members
• Manage production escalations, drive RCA and CAPA to completion
• Conduct post-mortems on key account initiatives, sharing results and planning follow-up actions with key stakeholders to ensure continuous improvements and learnings

Benefits

• At market salary, meaningful equity, 401(k) matching, and flexible time off plus company holidays
• Employees receive coverage of medical, dental, and vision insurance, plus FSA/DFSA, HSA, and Commuter benefits
• In addition, LILT pays for basic life insurance, short-term disability, and long-term disability
• Paid parental leave is provided after 6 months
• Monthly lifestyle benefit stipend via the Fringe platform to allow employees to customize benefits to their lifestyle