AI Program Director

at  Lionbridge

AI PROGRAM DIRECTOR

The AI Program Director functions as a Customer- facing, results-driven, and innovative AI leader. The role will have accountability for new opportunities, on-boarding and customer relationships for AI services and offerings.
The AI Program Director will also lead internal AI strategy, collaborating with all functions to efficiently operationalize AI Services and Offerings. This role will have responsibility for building mutually beneficial Business relationships with our Customers, which help them solve their Business challenges and allow Lionbridge to grow its own business by providing expert advice on integrating ML models with Lionbridge technologies.
Customer Engagement – The role requires class-leading customer engagement involving strong written and verbal communication skills, ability to empathize with and respond to customers’ needs, problem-solving skills and the ability to function effectively in a fast-moving, rapidly-changing environment. The Global Program Director will take the lead in business discussions with customers covering operational and commercial topics. These discussions will take place in full partnership / collaboration with Lionbridge’s Sales team.
Customer Satisfaction – Leads the way to create exceptional Customer experiences and delivers results in Customer satisfaction. Acts as overall escalation point for customer account(s) as it relates to quality management. Proactively monitors and shares customer feedback through the Customer Care Database ensuring that appropriate actions are taken and shared with customers in a timely manner.
Operational Excellence – Leads in defining, rolling out, and measuring processes for all Lionbridge services. The Global Program Director will lead and certify for operational readiness, manage hiring, and will focus on lowering costs related to Customer solutions and services. Collaboration with multi-location, cross-functional teams is key, particularly with offshore delivery facilities, technology services and management teams to maintain and improve customer satisfaction, revenue and margin.
Business & Financial – The Global Program Director owns the overall financial health of their assigned account(s). They will advocate and drive the identification and successful delivery of new services to meet customer needs and Lionbridge margin targets. They will work with site, GDC and SBU leadership in driving teams to improve processes as well as implementing and refining the deployment of technology. They will support and develop people. Monitoring outsourcing performance including vendor selection and quality of deliverables is also within the scope of this role. The GPD will have an input into the maintenance, updating and renewal of commercial contracts (e.g. MSAs, Confidentiality Agreements, SOWs etc.)

ABOUT US

Lionbridge partners with brands to break barriers and build bridges all over the world. For over 25 years, we have helped companies connect with their global customers and employees by delivering translation and localization solutions in 350+ languages. Through our world-class platform, we orchestrate a network of passionate experts across the globe who partner with brands to create culturally rich experiences. Relentless in our love of linguistics, we use the best of human and machine intelligence to forge understanding that resonates with our customers’ clients. Based in Waltham, Massachusetts, Lionbridge maintains solution centers in 24 countries.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

• Personally engage with customers as senior leader: understand customers’ business, AI & Localization needs and challenges: lead global teams to execute on defined solutions across all service offerings.
• Communicate directly with the customer team on AI and Localization topics, along with providing education on key topics as required.
• Personally engage with customers, understand their business needs and challenges. Provide expert advice on integrating ML models with Lionbridge technologies.
• Recognize customer needs and proactively focus on fulfilling these needs through innovative thinking and collaboration with internal technical, production, community, and management teams.
• Provide training and guidance to internal teams on AI-related concepts and processes.
• Work with operations leadership, Lionbridge’s Sales team and GDC teams to ensure customer satisfaction and implement continual process improvement, measurement/benchmarking, and automation across all lines of service delivery.
• Review and report on all AI services and offerings monthly. Along with providing efficiency gains.
• Track, monitor and improve performance of team and external suppliers to achieve high levels of customer satisfaction, quality, and profitability. Drive root cause analysis and program solutioning with the team, ensure teams have relevant training and support to achieve goals.
• Regularly review program financial data and decide how to ensure financial targets are achieved. Ensure that financial reports reflect appropriate KPIs to show performance.
• Through customer engagements, be aware of, and actively seek out opportunities for increasing revenue from existing and potentially new business streams.
• Recognize Customer needs and proactively focus on fulfilling these needs through innovative thinking and collaboration with internal technical, production, quality, Community and management teams.
• Full ownership and accountability for a single Program or group of Programs, in relation to customer CSAT, financial optimization, continuous improvement, resourcing, team management, operational excellence etc.
• Proactively manage margin and other KPIs on assigned program(s) in line with corporate performance and profitability goals. Lead team members in the achievement of these goals.
• Collaborate with and support Lionbridge Sales teams to fully exploit revenue growth opportunities.
• Manage operational revenue forecasts and partner with Sales teams on the development of and delivery against sales forecasts.
• Provide support as a key interface with Customers at the last stage of the sales cycle, through the provision of thought leadership as solutions are being crafted.
• Drive onboarding of new Customers or new business streams with existing Customers as appropriate.Be the primary communication link and escalation path across assigned customer program(s)
• Manage program workflows including financial processes, technical solutions and headcount planning
• Provide timely and accurate forecasts of our expected revenue with appropriate highlighting of risk
• Provide guidance and direction to global operations teams for owned account(s)
• Consistently drive excellent Customer experience and service
• Establish and monitor KPIs and QBR processes internally and with customer(s)
• Provide executive updates and overviews on overall health of customer accounts to local and regional Lionbridge management as required.