What are the responsibilities and job description for the AI Program Director position at Lionbridge Technologies?
Lionbridge Technologies AI Program Director Annapolis, Maryland
The AI Program Director functions as a customer-facing, results-driven, and innovative AI leader. The role will have accountability for new opportunities, onboarding, and customer relationships for AI services and offerings.
The AI Program Director will also lead internal AI strategy, collaborating with all functions to efficiently operationalize AI Services and Offerings. This role will have responsibility for building mutually beneficial business relationships with our customers, helping them solve their business challenges while allowing Lionbridge to grow its own business by providing expert advice on integrating ML models with Lionbridge technologies.
Customer Engagement : The role requires class-leading customer engagement involving strong written and verbal communication skills, the ability to empathize with and respond to customers’ needs, problem-solving skills, and the ability to function effectively in a fast-moving, rapidly-changing environment. The Global Program Director will take the lead in business discussions with customers covering operational and commercial topics in full partnership with Lionbridge’s Sales team.
Customer Satisfaction : Leads the way to create exceptional customer experiences and delivers results in customer satisfaction. Acts as the overall escalation point for customer account(s) as it relates to quality management. Proactively monitors and shares customer feedback through the Customer Care Database, ensuring that appropriate actions are taken and shared with customers in a timely manner.
Operational Excellence : Leads in defining, rolling out, and measuring processes for all Lionbridge services. The Global Program Director will lead and certify for operational readiness, manage hiring, and will focus on lowering costs related to customer solutions and services. Collaboration with multi-location, cross-functional teams is key, particularly with offshore delivery facilities, technology services, and management teams to maintain and improve customer satisfaction, revenue, and margin.
Business & Financial : The Global Program Director owns the overall financial health of their assigned account(s). They will advocate and drive the identification and successful delivery of new services to meet customer needs and Lionbridge margin targets. They will work with site, GDC, and SBU leadership in driving teams to improve processes as well as implementing and refining the deployment of technology. They will support and develop people, monitoring outsourcing performance including vendor selection and quality of deliverables.
What you will do :
- Personally engage with customers as a senior leader : understand customers’ business, AI & Localization needs and challenges; lead global teams to execute on defined solutions across all service offerings.
- Communicate directly with the customer team on AI and Localization topics, along with providing education on key topics as required.
- Recognize customer needs and proactively focus on fulfilling these needs through innovative thinking and collaboration with internal technical, production, community, and management teams.
- Provide training and guidance to internal teams on AI-related concepts and processes.
- Work with operations leadership, Lionbridge’s Sales team, and GDC teams to ensure customer satisfaction and implement continual process improvement, measurement / benchmarking, and automation across all lines of service delivery.
- Review and report on all AI services and offerings monthly, along with providing efficiency gains.
- Track, monitor, and improve performance of team and external suppliers to achieve high levels of customer satisfaction, quality, and profitability.
- Regularly review program financial data and decide how to ensure financial targets are achieved.
- Through customer engagements, actively seek out opportunities for increasing revenue from existing and potentially new business streams.
- Manage program workflows including financial processes, technical solutions, and headcount planning.
To be successful you will have :
Our People are Our Pride – Benefits and Perks :
About Us :
Lionbridge partners with brands to break barriers and build bridges all over the world. For over 25 years, we have helped companies connect with their global customers and employees by delivering translation and localization solutions in 350 languages.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
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Salary : $140,000
