Program Manager (Linguistic Validation)

RWS Group is a global AI solutions company that empowers enterprises to communicate with global audiences through advanced language technology. The Program Manager is responsible for implementing account-specific programs, managing project teams, and ensuring client satisfaction while achieving profitability and quality targets.

Responsibilities:

• Ensures that correct processes, methodologies, and risk assessment are used on all projects
• Using revenue forecasting and sales pipeline data, defines and executes Project Management staffing and cross training plans such that trained resources are available as needed and capacity is efficiently utilized
• Monitors process performance against profitability, on time delivery, and quality targets. Proactively identifies risks to ensure attainment of targets and engages cross functionally to mitigate risks
• Owns the operational component of the client relationship, ensuring that client requirements are captured and upheld. Leads and participates in client meetings, status updates, and Quarterly and other Business Reviews
• Actively manages any reported deficiency in RWS deliverables, ensuring appropriate internal escalation and engagement of Sales, Department Management, and Quality Management
• Ensures timely and professional completion of root cause investigations, resolution, effectiveness verification, and client-facing CAPA reports
• Participates in RFP responses for new opportunities and client-facing bid defence meetings
• Partners with key stakeholders are informed as appropriate regarding critical account activities, potential threats and opportunities and recommends appropriate actions
• Conduct regular performance reviews with direct reports and manage required follow-up. Ensures proper employee retention
• Builds, mentors, and manages the Project Management team to ensure each account is appropriately staffed based on volume and complexity
• Monitoring, mentoring and motivation of Project Management team members, including ensuring appropriate training and development, and succession planning
• Owns onboarding and mentoring of team members
• Contribute to team development activities and foster a positive, collaborative culture
• Motivate and support extended project teams, coordinating tasks effectively and escalating resource or quality issues promptly
• Collaborate with internal teams cross-functionally, and senior management to resolve problems and deliver high-quality outcomes
• Participate in initiatives to improve processes, and business strategies
• Closely monitor project financials, ensuring adherence to budgets and profitability targets. Participate in revenue forecasting and lead revenue recognition activities for the assigned portfolio
• Identify opportunities for account growth and contribute to proposals that support revenue expansion
• Escalate risks or issues that may impact commercial outcomes and client retention
• Ensure all work aligns with client requirements and commercial expectations
• Adhere to RWS project processes and procedures
• Apply best methodologies for strategic project planning to include high level of understanding of key stakeholders, decision making authority, clarity of message, and proper client facing communication
• Identify and lead process improvement opportunities, ensuring continuous improvement and operational excellence
• Maintain consistency and quality across all deliverables
• Responsible client KPI data collection and reporting
• Take ownership of personal development by seeking feedback and learning opportunities
• Demonstrate professionalism, accountability, and commitment to client satisfaction and team success

Requirements:

• Four-year college/university degree in Business, Linguistics, Social or Applied Sciences, or other related field
• More than five years demonstrated experience coordinating complex projects within the localization or translation industry
• Experience in Life Sciences or Linguistic Validation is strongly desired
• Successful customer service/account management experience, generally a minimum of six years, including at least five years' experience within the translation industry
• Demonstrated successful leadership or mentoring experience, minimum of four years
• Advanced computing skills, including experience with translation management systems, CAT tools and AI-assisted productivity tools
• PMP Certification a plus
• Verbal and written fluency in at least one foreign language a plus
• Ability to make decisions and lead employees through job-related issues
• Strong documentation skills and knowledge base maintenance
• Demonstrates a developing awareness of commercial priorities and supports accurate task completion and reporting
• Familiar with digital tools such as Microsoft Office and enterprise platforms, with a proactive attitude toward learning new systems and service models
• Understands budget principles and supports cost-conscious approaches to task delivery
• Clear and professional communication skills with colleagues, clients, and internal stakeholders
• Strong project analysis skills and ability to apply measurable metrics and KPIs
• Strong business acumen with the ability to build credibility and comfortably interact with clients
• Demonstrates a solutions-oriented mindset, proactively identifying and resolving challenges
• Able to identify routine delivery challenges and suggest practical improvements
• Supports cross-functional tasks to help maintain delivery alignment and stakeholder satisfaction
• Demonstrates planning and organisational skills that contribute to team efficiency
• Excellent written and verbal communication skills, with the ability to present information clearly
• Applies a practical approach to problem-solving with a focus on consistency and quality
• Experience working in a structured, deadline-driven environment with multiple tasks or projects
• Experience with communication, training and leading of employees through changes in procedures, client requirements, and other production processing issues
• Experience working in a Project and/or Program Management role or similar, with proven experience in client management, and team leadership
• Fostering team collaboration and inclusivity, with emerging confidence in supporting others
• Participates in procedural and operational change management through engagement and feedback
• Models adaptability and resilience, encouraging teams to embrace new tools, processes and ways of working
• Proactively identifies opportunities to improve team performance and service outcomes
• Demonstrates professionalism, integrity, and accountability in all work activities
• Demonstrates and reinforces expected values and behaviours through actions, setting the standard for how the team collaborates, communicates, and delivers
• Forward thinking, proactive, and solutions-oriented
• Shares knowledge and supports the development of others through collaboration and communication
• Confident in working with colleagues across departments
• Able to meet deadlines and work under pressure
• Masters or MBA a plus