Language Operations Specialist

About Unbabel Responsibilities

• Building and developing trusted-advisor relationships with key accounts, client stakeholders and executive sponsors;
• Serving as the primary point of contact for all client operational needs from post initial sale through ongoing operations;
• Contributing to the timely and successful delivery of our solutions according to client expectations and objectives by supporting project and development efforts;
• Helping define KPIs and reports according to both Unbabel and client needs;
• Onboarding customers to the Unbabel platform from start to finish;
• Developing and executing against a comprehensive plan and strict deadlines;
• Formulating, organizing and monitoring interconnected projects involving multiple internal and external stakeholders;
• Owning the customer's language operations, from linguistic resources implementation and management to engine customization management;
• Ensure quality performance standards are met through planning, prioritizing, testing, and issue resolution;
• Tracking and reporting on quality metrics and performance;
• Working with partners to extend reach & promote adoption;
• Support new opportunities in the Account Team, driving relevant activities to facilitate positive outcomes;
• Ensuring customer satisfaction.

• Bacheloru2019s degree in linguistics, translation, project management or related fields;

• Experience in program/project management roles working with language operations teams in customer service, LSPs or the like OR;
• Proven experience in advanced program/project management roles working with language operations teams in customer service, LSPs or the like OR;
• Advanced experience in advanced program/project management roles working with language operations teams in customer service, LSPs or the like.
• Outstanding Customer Facing skills: Managing large accounts, exceptional stakeholder management, support extensive change management processes, senior partnership/alliances management proven track record;
• Knowledge of risk management principles and practices;
• Experience working with cross-functional teams, especially technical;
• Strong working knowledge of CRM systems (Salesforce, Zendesk, Freshdesk, Helpshift, Intercom, etc);
• Technical skills and good knowledge of the state-of-the-art in translation/localization studies, linguistic analysis, NLP and/or AI;
• English fluency (spoken and written). Proficiency in another language is a plus;
• Ability to quickly grasp technical concepts and to learn in-house tools.
• Exceptional time management, facilitation, and organizational skills;
• Robust working knowledge of change management principles and performance evaluation processes;
• Having a u201croll up your sleevesu201d attitude and adaptable to change.

• Core hours are from 10am until 6pm, Mon-Fri, with some flexibility where required.
• 18 days paid holiday/year with an additional day starting in the 3rd year.
• Health and Life Insurance.
• Government-mandated Benefits.