Senior Project Manager

RWS Group is a company that empowers the world’s largest enterprises to communicate with global audiences through advanced language technology. The Senior Project Manager oversees day-to-day project activities, ensuring that production and project objectives are met, while also collaborating with teams to address business issues and support improvements.

Responsibilities:

• Define, monitor, and report on client satisfaction metrics and account KPIs while ensuring a positive client experience
• Manage day-to-day client relationships and act as the primary escalation point for client and project-related issues
• Proactively identify, communicate, and offer solutions to client concerns and operational challenges
• Lead client post-mortems and support continuous improvement initiatives to enhance service delivery and reduce risk
• Collaborate with project teams, Technical Services, Quality Assurance, and cross-functional stakeholders to develop and maintain custom client workflows
• Engage and educate clients on new initiatives, process improvements, projects, and services through meetings and presentations
• Ensure timely and professional responses to client requests and communications
• Lead and coordinate standard, complex, and strategic projects including budgeting, scheduling, resource allocation, and work assignments
• Participate in quotation preparation and approve quotations as required
• Ensure compliance with ISO requirements, quality standards, deadlines, budgets, and delivery expectations
• Identify, communicate, and mitigate production risks to minimize operational issues and project delays
• Oversee project and account kick-offs, project reporting, internal post-mortems, and process improvement activities
• Review project Profit & Loss reports and implement corrective actions for budget variances where necessary
• Ensure timely processing of purchase orders and invoices and escalate payment-related issues when required
• Collaborate with cross-functional teams on CAPA activities, root cause investigations, and escalation management
• Support team oversight and escalation handling during absence of the (Associate) Program Manager
• Work closely with Supply Chain and Quality Assurance teams to support resource planning and ensure high-quality deliverables
• Coordinate external resources including purchase order creation and performance feedback
• Ensure project resources have the necessary tools, information, and updates related to schedule or scope changes
• Partner with Account Management and Business Development teams to achieve KPIs and support account growth opportunities
• Identify and communicate account risks, opportunities, and critical activities to relevant stakeholders
• Support implementation of approved account initiatives and participate in account-related meetings and presentations
• Gather forecasting information to support production planning, budgeting, efficiency, and quality improvement initiatives
• Mentor and support junior staff and project team members in daily project activities
• Assist in workload allocation and resource utilization across project teams
• Recommend and support process improvements to enhance efficiency, quality, and profitability
• Perform additional duties as assigned to support successful project delivery and operational effectiveness

Requirements:

• Bachelor's degree or equivalent in a relevant field
• 5+ years of project management experience in the localization/translation industry
• Experience in client service, account management, and team leadership
• Proficiency in CAT tools such as TRADOS and publishing tools like InDesign/FrameMaker
• Strong leadership, communication, and stakeholder management skills
• Excellent problem-solving, decision-making, and organizational abilities
• Ability to manage multiple priorities in a fast-paced environment
• Detail-oriented with strong quality and process improvement focus
• Ability to work independently and collaboratively across teams
• Experience handling escalations, risk management, and root cause analysis
• Maintain confidentiality and professional judgment with minimal supervision
• Manage client relationships, satisfaction metrics, and account KPIs
• Act as escalation point for client and project-related issues
• Lead client meetings, presentations, workflow improvements, and post-mortems
• Coordinate projects including budgeting, scheduling, and resource allocation
• Ensure compliance with quality standards, timelines, budgets, and ISO requirements
• Identify and mitigate project risks while driving operational efficiency
• Review project financials, purchase orders, invoices, and forecasting activities
• Collaborate with cross-functional teams including QA, Supply Chain, and Business Development
• Support account growth initiatives and business development activities
• Mentor junior team members and support workload management
• Drive continuous improvement initiatives to enhance quality, efficiency, and profitability
• PMP certification and multilingual proficiency are a plus