AI Squad Lead

Main Duties

• In concert with Operations leadership, define quarterly Squad OKRs in alignment with the company OKRs.
• Define cross functional squad roles and responsibilities based on achieving OKR results.
• Measure and report OKR result progress on a weekly basis; proactively identify actions and opportunities to achieve and exceed objectives.
• Responsible for performance management (supervision, coaching, career development, and people activities such as time off and expense approval) of direct reports.
• Design, implement, and deliver client solutions/programs.
• Monitor financial and operational metrics (KPIs). Implement and execute production process improvements resulting in increased customer satisfaction, operational leverage, project profitability, and resource productivity.
• Facilitate effective interaction and encourage synergies between the different roles within the same squad.
• Drive the adoption of existing and new production tools (e.g. Relay, PBI, WD) in compliance with defined processes and procedures.
• Oversee issue management: client escalations, CAPAs initiatives, vendor performance or internal escalations.
• Point of Escalation for Squad team members.
• With the squad team, manage and forecast team capacity. Determine when capacity must be increased or reduced based on financial and operational performance metrics.
• Responsible for training of new Squad team members .
• Conduct month end audits to confirm squad is compliant with accurate and timely client billing.

Key Competencies

• Ability to think strategically and articulate ideas and plans with the professional maturity to participate at senior management level.
• Knowledge and awareness of business trends.
• Experience of standing up a modern, effective delivery program.
• Can develop a program plan and sequence of events.
• Can lead customer meetings and capture requirements and set success factors.
• Takes ownership for driving progress (weekly) and can make informed decisions.
• Can drive change on an existing program, across processes, roles and expectations.
• Drives Squad collaboration – facilitates decision making and actions in the context of delivery to the customer.
• Actively drives their projects and teams and has an positive Impact.
• Shows good negotiation skills and situational awareness.
• Can establish & develop processes and procedures as part of a client program in alignment with Welocalize tools and systems.
• Provides mentoring & coaching to all squad team members across all roles.
• Requires customer centric approach and attitude to managing all aspects of the business.

Experience

• Proven project management experience in a fast-paced, client-centric environment, ideally in the translation or localization industry.
• Proven ability to lead large diverse teams, both local and remote.
• Knowledge of the language services industry and a keen interest in its technology, process, competitive landscape, and emerging trends.
• Demonstrated success at managing large accounts and/or projects.
• Curiosity and creativity to question existing processes and approaches and innovate new ones.
• Proven experience in development of processes and ideas.
• Experience in financial and operational management.
• Customer relationship management.
• Must be available to travel for work related commitments.

Supervisory Responsibilities

• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Other Relevant Skills

• Passion for serving customers required
• Strong working knowledge of localization/translation software is an advantage
• Strong competency in data analytics and developing data driven operating procedures
• Excellent communication skills with the ability to influence
• Excellent literacy skills both written and verbal
• Strong sense of ownership of the designated client accounts(s)
• Ability to adapt in a changing work environment
• Ability to consider multiple perspectives to devise the most suitable customer and account strategies
• Ability to think creatively
• Ability to manage multiple priorities in a fast-paced, time-sensitive, and deadline-driven work environment
• Positive attitude towards automation and new technologies

Key Competencies

• Is a strong Listener. Encourages Empowerment of the team. Effectively Manages Escalation from their team in times when standard operating procedures are not able to address customer dissatisfaction.
• Actively Drives Performance of assigned squad and Delivers Results.
• Understands the importance of OKRs and is Results Orientated.
• Can establish & Develop Processes and procedures to improve Operational Efficiency.
• Regularly exhibits Empathetic Leadership Skills and has a passion for Mentoring & Coaching of team members.
• Develops excellent Followership across the company through Sphere of Influence.