Global Program Director

About:

Acclaro is the trusted partner to some of the world’s biggest brands and fastest-growing global companies. It’s our mission to harness the powerful combination of human expertise and cutting-edge technology, putting brands into the heads, hearts, and hands of people everywhere.

Our AI-powered business management and language platform, WordsOnline, ensures a faster time to market with measurable results. Our global team and community of language, country, and technology experts leverage their knowledge to craft localization strategies that help our customers succeed in any market.

Description:

The Global Program Director is a strategic, client-facing role responsible for leading global production and program success for a client and/or a portfolio of clients. The Global Program Director leads a global distributed team of program and project managers, linguists, and technical leads and is accountable for service delivery, program financials, building and growing business relationships with customers, and customer satisfaction.

Location: United States, remote

Reports to: VP, Customer Success

Responsibilities:

• Develop effective plans of action for running programs from inception to completion.
• Manage operations that support and implement current and future program objectives.
• Strategically map-out program schedule and timeline and ensure it is followed
• Assess and manage program risks
• Be responsible for customer retention and successful management of existing lines of business to support organic and profitable account growth.
• Set program goals and track progress, set-backs, and overall performance.
• Track, record, and compile program performance data.
• Closely monitor and manage to program margin targets and overall P&L for the function.
• Monitor performance against program SLA and KPIs.
• Seek opportunities to increase revenue from existing clients.
• Analyze program data and report results to management.
• Suggest innovative plans and processes to improve program functions.
• Lead program-level meetings, client interactions, and present QBRs.
• Lead global team of program managers, project managers, linguists, and technical leads in delivering exceptional customer service.
• Oversee ongoing work across program team; provide day-to-day support for complex localization projects including tool management, translation and technical production services.
• Offer transparency, accessibility and accountability to clients and internal team for all projects.
• Serve as escalation point for client issues, lead prompt and thorough root cause analysis and issue resolution process.
• Provide strategic vision and strong leadership while directing the program and all direct and indirect reports.
• Ensure programs support and advance the company’s mission.

Requirements:

• Proven previous experience as Program Director or other relevant managerial position.
• 5+ years’ experience in external client services at a localization or similar agency.
• University Degree in related field or equivalent military or professional experience.
• Demonstrated experience managing continuous localization programs.
• Experience directly managing program and project managers with a focus on coaching and mentorship.
• Exceptional oral, written, and interpersonal communication skills and awareness of cross-cultural issues.
• Strong customer service, analytical and problem-solving skills.
• Innovative and creative and well-organized with an ability to prioritize and proactively offer solutions.

Acclaro is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other protected characteristic as outlined by federal, state or local laws. We make hiring decisions based solely on qualifications, merit and business needs at the time.