job description
senior project manager
position description
the senior project manager (spm) is the lead member of a team working closely with direct reports, the multilingual publishing (mlp) leads and qa leads and is assigned to one large client or multiple clients. the spm will be expected to spend 30% of his/her time on actual project work and 70% on team management and program initiatives across all the clients within the team.
the spm is responsible for successful project delivery and a positive client experience within the scope of the position’s responsibilities. the spm oversees day-to-day project activities within a team and ensures that production and project objectives are met including budgetary requirements.
the spm reports to a regional director or business unit manager. the spm meets with the account management team regularly to discuss open and emerging business issues for his/her team’s assigned accounts as well as to make recommendations for improvements and lead on their implementation.
the spm has team management responsibilities and direct reports. the spm provides individual performance reviews and sets goals for the team.
objectives
client service:
• define and implement metrics to achieve client satisfaction
• lead the effort with direct reports/mlp/qa to create and maintain custom client workflows
• engage with key client contacts to educate them on new initiatives and process improvements
• provide reports on account key performance indicators (kpis)
• lead the post-mortem process
• act as point of escalation for client and project issues
• manage account relationships (relevant for day-to-day activities) to enable a positive service experience
• lead presentations educating clients about particular projects, project types or about luz in general
• maintain positive client perceptions
• ensure client satisfaction by proactively seeking and offering solutions
• respond to client requests in a timely manner

project management:
• approve bids
• ensure iso requirements are being met
• identify, communicate and manage production risks as appropriate to eliminate potential pitfalls or obstacles
• ensure the accuracy of project data for direct reports
• ensure strict adherence to deadlines, budgets and the completion of high-quality deliverables
• oversee the use of pm best practices and quality objectives
• engage in bid preparation including complex and strategic requests.
• launch and coordinate standard and complex projects which includes functions such as negotiating budgets, scheduling, resource allocation and work assignments
• oversee strategic project and account kick-offs
• produce reports and develop internal post mortems to help improve processes and reduce risk
• ensure the receipt of all purchase orders, approve invoices and escalate payment issues where necessary
• approve project plans (including vendor purchase orders) for specified accounts prior to project launch
• collaborate in the capa process with cross-functional teams

resource coordination:
• work closely with vendor management on resource needs and planning
• engage in rate negotiations
• work with qa to ensure highest level of quality
• create and send pos to external resources
• ensure project resources have the necessary tools and information to accomplish tasks
• alert resources of schedule or scope changes
• provide feedback to vendor management on external resource performance

account development:
• work with account management team to achieve set kpis
• collaborate with account management team to discuss identified risks and opportunities for account growth
• support execution of approved account opportunities and their implementation
• participate in account-related meetings and lead presentations
• gather information to forecast upcoming work for production team
• support global account team to improve overall budget, efficiency and quality


 
teamwork:
• coach, develop and mentor direct reports
• set specific and measurable goals for direct reports and ensure their measurement and review
• conduct regular performance reviews with direct reports and manage required follow-up
• allocate workloads across team members for maximum capacity utilization
• make recommendations for process improvements that improve efficiency, quality and profitability
• collaborate with luz’s recruitment coordinator to hire new team members
skills and qualifications
• strong organizational skills in a fast-paced, deadline-driven environment
• four-year college degree or equivalent
• fluent communication skills of written and verbal english
• advanced computing skills, including experience with trados and other translation management tools (cat, or computer aided translation tools) and publishing applications (e.g., framemaker, indesign, etc.)
• a team player who can collaborate effectively
• quality focus and eye for detail
• good technical and problem solving skills
• accustomed to working in a fast-paced, deadline-driven environment with varying demands
• client-focused service experience
• more than five years of hands-on experience coordinating projects within the localization or translation industry
• 1 to 2 years of direct management responsibilities within a team
• experience in developing and coaching team members and building healthy teams
• proven client account and relationship management experience
bonus
• pmp certification
• verbal and written fluency in at least one foreign language