Language Operations Specialist - Lisbon

at  Unbabel

WHAT’S THE OPPORTUNITY ABOUT?

Unbabel is a company that provides language solutions to businesses. We have a vision of building universal understanding, and to achieve this goal, we use AI-powered, human-refined machine translation technology.
Unbabel is seeking a Language Operations Specialist who will be responsible for providing technical and linguistic support to help customers scale their language operations. The role of the Language Operations Specialist involves working with customers and internal teams to ensure their translation capabilities are measured and empowered. They will be responsible for onboarding customers onto the Unbabel Portal, which is a platform that enables businesses to manage their translation projects. This will involve working with different teams within Unbabel, such as AI, Product, Engineering, and Revenue teams, to ensure customers have the best possible experience.

REQUIREMENTS

• Bachelor’s degree in linguistics, translation, project management or related fields;
• Experience in program/project management roles working with language operations teams in customer service, LSPs or the like; OR proven experience in advanced program/project management roles working with language operations teams in customer service, LSPs or the like; OR advanced experience in advanced program/project management roles working with language operations teams in customer service, LSPs or the like;
• Outstanding Customer Facing skills: Managing large accounts, exceptional stakeholder management, support extensive change management processes, senior partnership/alliances management proven track record;
• Knowledge of risk management principles and practices;
• Experience working with cross-functional teams, especially technical;
• Strong working knowledge of CRM systems (Salesforce, Zendesk, Freshdesk, Helpshift, Intercom, etc);
• Technical skills and good knowledge of the state-of-the-art in translation/localization studies, linguistic analysis, NLP and/or AI;
• English fluency (spoken and written); proficiency in another language is a plus;
• Ability to quickly grasp technical concepts and to learn in-house tools;
• Exceptional time management, facilitation, and organizational skills;
• Robust working knowledge of change management principles and performance evaluation processes;
• Having a “roll up your sleeves” attitude and adaptable to change.

• Building and developing trusted-advisor relationships with key accounts, client stakeholders and executive sponsors;
• Serving as the primary point of contact for all client operational needs from post initial sale through ongoing operations;
• Contributing to the timely and successful delivery of our solutions according to client expectations and objectives by supporting project and development efforts;
• Helping define KPIs and reports according to both Unbabel and client needs;
• Onboarding customers to the Unbabel platform from start to finish;
• Developing and executing against a comprehensive plan and strict deadlines;
• Formulating, organizing and monitoring interconnected projects involving multiple internal and external stakeholders;
• Owning the customer’s language operations, from linguistic resources implementation and management to engine customization management;
• Ensure quality performance standards are met through planning, prioritizing, testing, and issue resolution;
• Tracking and reporting on quality metrics and performance;
• Working with partners to extend reach & promote adoption;
• Support new opportunities in the Account Team, driving relevant activities to facilitate positive outcomes;
• Ensuring customer satisfaction.