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Program Manager

2 weeks ago

Remote, Canada RWS Full time

Location: Remote with a preference for Quebec

Management of a team of project managers, for a program of accounts, ensuring they are working effectively and developing their skills/competences. The Program Manager is also the main primary interface with key clients in their team and they carry full responsibility for delivering against client satisfaction and responsiveness, delivery, revenue and profitability targets assigned.**Responsibilities**:

- Foster a positive client relationship, based on thought leadership and proactive client management, with a goal of obtaining the highest levels of client satisfaction and responsiveness
- Building, coaching and developing an amazing team. Knowing that your success is your team’s success, you spend time focused on team leadership.
- Close financial monitoring of your portfolio/program including providing customer level financial health assessments and improvement plans if necessary
- Ensuring operational stability within your portfolio/program, meeting core KPI and quality expectations
- Ensure excellent communication flows with the client, team and extended supply chain at all times
- Driving Quarterly Business Reviews and other critical meetings with all key customers
- Data Analytics, reporting and meeting management
- Identification of process advancements and technology opportunities
- Resolution of all client and project issues
- Account strategy and financial planning
- Ensure effective escalation processes are established and used by all team members

**Requirements**:

- Bachelor’s degree or equivalent work experience.
- 5 years + experience in hands-on localization project management
- 3 years + experience managing and coaching teams
- Advanced knowledge of all aspects of localization process including software engineering, DTP, graphics, translation, testing, internationalization, multimedia and extensive knowledge of translation and workflow tools and process
- Strong client facing skills, including excellent oral and written communication skills
- Must be able to set tone for levels of client satisfaction and responsiveness, and able to foster same culture within those reporting to you
- Ability to bring industry trends, thought leadership, and innovative solutions to solve client asks
- Manage non-project related initiatives from inception to execution, including working with client to assess and articulate needs, liaising with technology and operations resources within RWS to influence, track against milestones, etc.
- Advanced written and verbal communication and presentation skills
- Good mentoring and people management skills
- Analytical and structured problem solving abilities
- Flexibility and the ability to travel

**Performance Criteria**
- Account growth, maturity and stability
- Profitability of projects as identified by budgets
- Client satisfaction and responsiveness levels assessed by feedback
- On time (and high quality) deliveries - measured via KPIs
- Proactive capacity and pipeline management - measured by minimizing late deliveries, as well as, proactive notification of internal and client teams
- Recruitment, development and retention of team members
- Numbers and levels of quality issues
- Effectiveness in advancing technology solutions

**Benefits**:

- Possibility to do charity work for 5 days paid.
- 4 weeks’ holiday, your birthday OFF and 5 sick days.
- Fun social committee.
- Access to a vast library of eLearning training.
- Great benefits plan (dental, medical, STD/LTD, EAP )
- Hybrid model, you get to choose when and if you want to come to the office
- Agile work practices

**Life at RWS - **We work hard together to deliver for our customers; our expertise, professionalism and determination to never let others down drives us to be passionate and serious about what we do, deliver customer value, yet always adding a human touch

Schedule:

- 8 hour shift

Application question(s):

- Do you have experience with Program Management?

**Experience**:

- Localization Project management: 5 years (required)