Job Description

About Us

LILT is the leading AI solution for enterprise translations. Our stack made up of our Contextual AI Engine, Connector APIs, and Human Adaptive Feedback enables global organizations to adopt a true AI translation strategy, focusing on business outcomes instead of outputs. With LILT, innovative, category-defining organizations like Intel, ASICS, WalkMe, and Canva are using AI technology to deliver multilingual, digital customer experiences at scale.

While our core AI technology might share similarities with ChatGPT and Google Translate, it's what we do with it that makes LILT truly revolutionary. Our patented Contextual AI Engine goes beyond basic translations, understanding the nuance of our customer's content and target audience to deliver hyper-accurate, business-focused results. Our connector-first approach seamlessly integrates with our customer's existing workflows, and our human-adapted feedback loop ensures continuous improvement, making LILT a constantly evolving AI partner for your global ambitions.

The Production Team at LILT

LILT's Production Team is a global workforce, operating across four continents. We are passionate about localization and making information accessible to all. The Team spans project management, customer onboarding and program management, quality, and talent management, working with some of the world's largest organizations.

Working in LILT's Production Team you will have access to leading tools, collaborative teammates, and opportunities to make a real impact.

Where You'll Work

Get the best of both worlds at LILT! Dive into dynamic in-office energy 2 days a week, sparking creativity and forging bonds with your awesome team. Then, seamlessly shift gears and crush your to-do list from the comfort of your home base for the rest of the week. It's the perfect harmony of productivity and personal freedom. Want a peek inside? Visit our Careers page!

This position is based out of our Indianapolis, IN office and will be expected to work in the office in a hybrid capacity OR the Washington D.C., New York City, and Boston metropolitan areas where you will start as fully remote and then transition to hybrid once offices are opened in those locations.

Authorization to work in the US is a precondition of employment.

What You'll Do

Come join our Production team! As a Strategist, you will provide expertise and consultation and best practice approaches to LILT partners and customers, drive successful onboarding for complex localization programs. You will work with a range of customer stakeholders and internal functions, including solutions architects, engineers, product, linguist and project management teams to implement and maintain the optimal program management framework for our customers.

As a senior member of the team, you will be responsible for stakeholder and risk management, develops/designs new processes or initiates process and or product and tooling improvements to meet SLAs, and tracks and manages large-scale account performance to KPIs and SLAs, identifies areas and action plans for improvement.

Key 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 Health
  • Onboarding (Time to first dollar)
  • Customer SLAs
  • Issue 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.

Skills and Experience:

• 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

Benefits

lilt

LILT is an equal opportunity employer. We extend equal opportunity to all individuals without regard to an individual's race, religion, color, national origin, ancestry, sex, sexual orientation, gender identity, age, physical or mental disability, medical condition, genetic characteristics, veteran or marital status, pregnancy, or any other classification protected by applicable local, state or federal laws. We are committed to the principles of fair employment and the elimination of all discriminatory practices.

Job Tags

Freelance, Local area, Remote job, Work from home, Shift work, 2 days per week,

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