Regional Interpreter Manager

About the role

Responsible for overseeing the delivery and quality of interpretation services across multiple office locations within a defined geographic region. This individual will supervise a team of five professional interpreters, providing direction, performance management, coaching, and hands-on support to ensure that all services meet both internal standards and external regulatory requirements. In close coordination with the National Interpreter Manager, the Supervisor will work to enhance interpreter service delivery, improve operational efficiency, and uphold consistency in the application of immigration protocols.

What you'll do

Essential Job Functions & Responsibilities

• Serve as the direct manager for a team of five interpreters, providing consistent oversight, performance evaluations, and professional development plans.
• Design and execute standardized onboarding and ongoing training programs to ensure all interpreters meet linguistic, procedural, and cultural competency expectations.
• Foster a team culture of accountability, professionalism, and service excellence, with regular check-ins and clear communication channels.
• Resolve interpersonal or operational challenges within the interpreter team and escalate issues to the National Interpreter Manager as appropriate.
• Lead the creation and implementation of structured workflows, schedules, and documentation practices that support consistent, efficient interpreter operations across regional offices.
• Establish and monitor Key Performance Indicators (KPIs) to measure the quality and efficiency of interpreter services (e.g., interpretation accuracy, response time, client satisfaction).
• Build systems to manage interpreter availability, appointments, and travel, ensuring optimal allocation of resources across multiple locations.
• Identify bottlenecks or gaps in current processes and lead continuous improvement initiatives to reduce errors, delays, and inefficiencies.
• Ensure interpreters operate in full compliance with immigration law protocols, confidentiality requirements, and industry regulations (such as HIPAA if interfacing with medical cases).
• Review interpreter logs, notes, and client feedback to assess service quality and adherence to guidelines.
• Coordinate with the Compliance and Legal Operations teams to implement updates to protocols or training based on changes in immigration law or firm policy.
• Act as a regional liaison to the National Interpreter Manager, offering updates on team performance, training needs, and client satisfaction.
• Collaborate with legal teams and office managers to forecast interpreter demand, align interpreter assignments with client case schedules, and ensure service continuity.
• Provide input into national-level interpreter initiatives, including technology upgrades, compliance audits, and interpreter performance tools.
• Execute supervisory responsibilities in accordance with the Firm's policies and applicable laws. Responsibilities include providing guidance, support, and direction to team members; conducting performance evaluations; fostering a collaborative and inclusive work environment; ensuring adherence to Firm policies and procedures; and contributing to team member development and operational goals.

Qualifications

Minimum Education and Experience Requirements (Essential Skills, Knowledge & Abilities)

• Bachelor’s degree in business administration, interpretation/translation, linguistics, or a related field preferred. Candidates without a degree may qualify with 5+ years of directly relevant work experience, including both interpretation and supervisory experience.
• Minimum of 3 years working as a Spanish interpreter, preferably within immigration, legal, or healthcare settings.
• At least 3 years of experience managing or supervising teams, ideally in high-demand, service-oriented environments such as legal support services, healthcare interpretation, or client services.
• Demonstrated ability to build team capacity, coach underperforming staff, and handle regional logistics or scheduling needs.
• Proven experience designing, implementing, and evaluating operational processes and training systems.
• Must be able to travel up to 40% within the assigned region. Work may take place at regional offices, remote locations, USCIS field offices, or client service sites as required.
• Highly organized, detail-oriented, and deadline-driven.
• Strong interpersonal and conflict resolution skills.
• Able to work independently while maintaining alignment with broader organizational objectives.
• Bilingual proficiency at CEFR C2 level or higher in both English and Spanish.
• Experienced with Lean methodology or other continuous improvement frameworks (e.g., Six Sigma) to assess and optimize interpreter workflows.
• Hands-on knowledge of immigration court systems, USCIS interviews, or asylum and deportation proceedings is highly desirable.
• Proficiency in Salesforce or similar CRM platforms to track interpreter caseloads, performance metrics, and service requests.