Senior Director of Interpretation Services

GLOBO Corporate

Date: Sep 23, 2022
City: Philadelphia, PA
Contract type: Full time
GLOBO Corporate
Listed on the Philadelphia 100 as one of the fastest-growing companies in the area, GLOBO is adding to our talented team. We are an 11+-year-old technology company and we’re going places! Our platform, GLOBO HQ, enables real-time connection with best-in-class translation, interpretation, and transcreation services, 24/7 in over 200 languages.

What’s it like to work here?

Well, we’re a close-knit team with big ideas and ambitions. We’re entrepreneurial, smart, and successful – plus we’re just a lot of fun to work with. At GLOBO, everyone is invested in our mission, and individuals are recognized for their contributions and achievements. We’re always on the hunt for people who bring energy, ideas, and personality to our growing organization.

About the Role:

The ideal candidate will work with development counterparts to define service product release requirements based on market opportunities and operational improvements. As the interpretation services expert, this candidate will work with the sales and marketing teams to develop the interpretation communications, they will work with the operations team to build scalable service delivery processes, and they will analyze service utilization data to build robust staffing plans. This role will also serve as the internal and external evangelist for product offerings, working to support the sales channel and customers. Communication, teamwork, and data analysis skills are key to being successful in this role. The ideal candidate must be prepared to communicate with all areas/levels of the company.

This candidate will possess a unique blend of business and technical savvy that includes a big-picture vision and the drive to make that vision a reality. Our ideal candidate must be prepared to make decisions with imperfect information, possess the ability to lead without authority, and be comfortable managing ambiguity and complexity. This candidate must also enjoy spending time with the operational data to understand utilization and find innovative solutions to achieve improved Product Margins.

Duties & Responsibilities
  • Responsible for P&L for on-demand and scheduled audio and video interpreting; including providing support for billing and technical issues.
  • Support execution of the business revenue and budget commitment plan and development of pricing strategy to achieve Gross Margin targets.
  • Lead the development, implementation, and compliance of interpretation services’ policies, procedures, and operational strategy.
  • Provide centralized operational analysis and optimization for service delivery system-wide, to include system standardization of LSP utilization, performance tracking/ productivity, product analytics, expense tracking, management reporting, and statistical analysis of all aspects of the interpretation service lines.
  • Provide data analysis and modeling for Interpretation staffing models.
  • Ensure that all regulatory, accreditation and industry-standard requirements are met on a continual basis for the interpretation products.
  • Establish and maintain core interpretation KPIs to exceed contracted service levels and develop dashboards to monitor operational interpretation metrics through the use of data mining and analysis.
  • Contribute to strategy, technical, and marketing aspects of audio, video on demand, and scheduled products in the portfolio.
  • Exemplify a high standard of customer services; respond quickly to internal and external customer issues, work with colleagues to address system-wide breakdowns and proactively collaborate to resolve issues impacting the quality of service delivery.
  • Devise strategies to ensure the growth of programs within the operations department, identify and implement process improvements that will maximize output and minimize cost.
  • Develop implementation strategies for new and expanding clients within cross-functional teams of sales, marketing, customer success, and finance.
  • Provide training and direct support of interpretation products to the Sales, Implementation, and Customer Success teams through participation in the RFP and contracting phases of client onboarding.
  • Provide management oversight of 3rd party LSP vendors.
  • Identify industry trends, new technology, certifications, and/or modifications needed to enhance technological and interpretation service offerings.
  • Efficient and effective use of resources, teamwork, and innovation to develop
  • innovative performance improvements.
  • Skills & Specifications
  • Bachelors’ Degree in relevant field or equivalent career experience
  • 5-7 years of experience in Operations, Demand Forecasting, or Workforce Planning
  • Data and Analytical in nature with experience in data mining and analysis and able to translate data into predictable business insights
  • Experience with Looker preferred
  • Self-starter and independent worker
  • Prior experience with technology-enabled services that are on-demand
  • Strong written and verbal communication skills
  • Experience with international teams and global staff
Things you get extra credit for:
  • Experience in the interpretation and translation services industry
  • Excellent interpersonal and project management skills
  • Experience with Google Docs and Apple/Mac Operating Systems
  • Possess a pleasant outlook – you must see the glass as half full rather than half empty
  • Must be highly sensitive to diverse cultures and languages
Other Requirements:
  • Demonstrated proficiency with Microsoft Office Word and PowerPoint and superior knowledge of Excel
  • Experience with Google Docs and Apple/Mac Operating System preferred
  • Authorized to legally work for any employer in the United States
  • Willingness to submit to any requested background checks
GLOBO is located in the Philadelphia area, but we are open to this role being a remote position.

GLOBO is an equal opportunity employer and we value diversity. Employment is decided on the basis of qualifications, merit, and business need.

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