Work Location: Barcelona, Spain (Hybrid role)
Work Schedule: Mon - Fri, during normal business hours
Engagement Model: Full-time Employment
Estimated Start Date: ASAP
TransPerfect is seeking a Program Manager to join our expanding team in the Barcelona, Spain!
Role Summary
The Program Manager is responsible for the operational success of TransPerfect by promoting seamless team collaboration, engaging in process development, ensuring long-term program sustainability, and tracking and evaluating Key Performance Indicators (KPIs) at a program-wide level.
Role Responsibilities
The Program Manager is responsible for overseeing and coordinating the various projects, and strategic initiatives across TransPerfect and ensuring that deadlines are met in a timely manner. The Program Manager owns the overall financial health of the program they are running. The Program Manager works with the Production Director and Senior Management to drive teams to enhance all areas processes, including evaluation of outsourcing performance, process and technology innovation to improve productivity and profitability.
- Enhance organizational excellence by establishing operational benchmarks, timelines, and resources needed to achieve strategic goals, proactively recommending and driving improvements as necessary, set standards for accountability and measurements of success
- Take ownership of program-level performance reporting and improvement: analyze internal dashboards and monitor client KPI analysis
- Set projects and programs KPIs, monitor and control them to align client's requirements, and as needed, take corrective actions
- Organize and integrate data to analytics and reporting tools - make sure all relevant data is tracked in accurate and timely manner so all reports are available
- Serve as a point of contact for the client with responsibility for communication, setting achievable service and delivery expectations, and ensuring these are fulfilled and satisfaction levels consistently tracked and maintained
- Support strategic planning and strategy implementation initiatives to aid improved customer satisfaction, consistent quality delivery, process efficiency, and increased profitability
- Engage with internal teams to design and implement new initiatives to drive process improvement, quality procedures, and efficient workflow models. Promote cross-divisional information-sharing and training across DataForce and TransPerfect teams.
- Holds line management responsibility, ensuring the team is at optimum performance, fully utilized, receives constructive feedback, and taking care of their well-being
- Establish, strengthen and expand client relationships and support development of new business opportunities and overall profitable revenue growth
- Identify up-selling opportunities and gaps and trends to support the Sales team to maximize revenue potential through expansion and/or diversification of services and solutions
- Educate and inform client contacts regarding processes and services provided and best industry practices and build strong client relationships and trust in program services and solutions delivery
- Serve as an escalation point on individual projects as well as the overall program
