Primary Purpose
Under the direct supervision of a Program Manager (including Associate or Senior level), the Project Manager is a key member of a project team, working closely with the other project team members, Language Delivery (LXD) teams, Technical Services and Quality Assurance. The Project Manager is responsible for successful execution of quotes and projects of varying complexity and scope and managing the work of multiple client accounts to ensure client satisfaction, establish consistent high-quality on-time deliverables as well as identify and grow the accounts potential based on predefined objectives. The Project Manager will approve and update client quotes and the project process as needed as well as address issues escalated from others.
The Project Manager serves as a primary client contact for assigned accounts and supports the Program Manager as needed. The Project Manager meets with the various teams to discuss open and emerging business issues for assigned accounts as well as to make recommendations for improvements. The role may require leading implementation of new initiatives and completing special projects as needed. The Project Manager may oversee the activities of one or a few junior team members including work allocation.
Essential Functions
Client Service
- Manages client requirements, needs, and requests such as asset management, reporting and meetings.
- Serves as a primary point of contact to client. Acts as a backup client contact when team members are absent.
- Leads presentations educating clients about particular projects, project types or about RWS Regulated Industries in general.
- Leads the client post-mortem process.
- Manages client relationships and provides regular status reports on projects.
- Maintains positive client perceptions.
- Addresses complex client queries and concerns. Escalates client issues related to highly complex issues or items which may impact client account to immediate supervisor.
- Ensures client satisfaction by proactively seeking and offering solutions.
- Responds to client requests in a timely manner.
Project management
- Identifies, communicates, and manages production risks as appropriate to eliminate potential pitfalls or obstacles.
- Engages in quotation preparation including complex and strategic requests.
- Ensures ISO requirements are being met.
- Launches and coordinates standard and complex projects which includes functions such as negotiating budgets, scheduling, resource allocation and work assignments.
- Performs administrative duties which include project closures, Translation Memory updates and folder structure maintenance.
- Produces reports and develops internal post-mortems to help improve processes and reduce risk.
- Ensures strict adherence to deadlines, budgets, and the completion of high-quality deliverables.
- Ensures the receipt of all purchase orders, approves invoices, and escalates payment issues where necessary.
- Reviews Profit & Loss report for projects. Provides rationale and suggests corrective action for items not meeting budget.
- Leads the creation of custom workflows and project instructions.
- Collaborates with cross-functional teams on CAPAs.
Resource Coordination
- Collaborates with the Supply Chain.
- Engages with Supply Chain. May create and send POs to resources.
- Ensures project resources have the necessary tools and information to accomplish tasks.
- Alerts resources of schedule or scope changes.
- Provides feedback to Supply Chain on resource performance.
Account Development
- Supports Global Account team to improve overall budget, efficiency, and quality.
- Gathers information to forecast upcoming work on various accounts and alerts the team as necessary.
- Assists with account-related meetings and presentations.
- Supports execution of approved account opportunities and their implementation.
Teamwork
- Collaborates with project team members as necessary to perform and complete daily project tasks.
- Makes recommendations for process improvements to have a positive impact on profitability and/or quality.
- Mentors junior staff, as needed.
Additional Duties
- Performs other related duties, as assigned, for the purpose of ensuring the efficient and effective completion and delivery of projects.
Knowledge, Skills, and Abilities
- Ability to provide guidance to others in a clear and respectful manner.
- Ability to communicate effectively with employees through changes in procedures, client requirements, and other production processing issues.
- Ability to make decisions, collaborate with and assist employees through problems on job-related issues.
- Strong organizational skills in a fast-paced, deadline-driven environment.
- Ability to prioritize and coordinate competing work demands and maintain composure under pressure.
- Fluent communication skills of written and verbal English.
- Ability to report work orally and in writing as required.
- Ability to understand, apply and use personal computers and software.
- A team player who can collaborate effectively with a diverse group of individuals.
- Ability to establish and maintain cooperative working relationships.
- Ability to exercise discretion and independent judgment in relation to performance of work responsibilities, working with minimal supervision.
- Ability to maintain confidentiality of information regarding company financial and other information.
- Ability to resolve customer service and production issues in a professional and efficient manner.
- Quality focus and detail oriented.
Qualification Profile
- Any combination of education and experience providing the required skills and knowledge for successful performance would be qualifying. Typical qualifications would be equivalent to:
- Four-year college degree or equivalent in Business, English, Foreign Language, Social or Applied Sciences, or related field.
- Three to five years of hands-on experience coordinating projects within the localization or translation industry.
- Successful customer service/account management experience, generally a minimum of two years.
- Computing skills, including experience with TRADOS or other translation management tools (CAT, or Computer Aided Translation tools) and publishing applications (e.g., FrameMaker, InDesign, etc.).
- Demonstrated successful leadership or mentoring experience preferred.
- Verbal and written fluency in at least one foreign language a plus.
- PMP Certification a plus.