Global Program Manager

Employment Type: [[jobType]]

Work Location: Work from Home, Any State

Position Title: Global Program Manager

Requisition ID#: 54983

We are seeking a highly organized and detail-oriented individual to join our team as a Global Program Manager, Life Sciences. In this role, you will be responsible for overseeing and coordinating multiple projects and initiatives, working closely with cross-functional teams to ensure that projects are delivered on time and within budget. The ideal candidate will have a proven track record of successfully managing complex projects and be able to thrive in a fast-paced environment.

What You Will Do

• Overseeing revenue and profitability growth for assigned customers within the team and Line of Service.
• Fostering a culture of customer service excellence aimed at consistently providing leadership to our customers, and meeting or exceeding customer-specific requirements for quality, customer service, customer satisfaction, and turnaround time.
• Managing, leading and developing the team of Program Managers to ensure a culture of customer service excellence within the team.
• Leading continuous improvement efforts aimed at optimizing operational performance and efficiency.
• Working with internal and external teams ensuring the timely flow of program actions from initiation to onboarding through to delivery, ensuring that accounts meet quality, turnaround time, and budget expectations.
• Provide executive updates and overview on overall health of the account to the Operations leaders and Global Client Solutions leadership.
• Note that the GPM also program manages one or multiple customer accounts.

Client Services Management:

• Accountable for driving continuous improvement efforts, focusing on defining and implementing optimized operational strategies, enabling us to deliver consistently to customer requirements, while ensuring that internal KPI's are met.
• Providing value-add leadership across portfolio of customers.
• Responsible for ensuring Program Management collaboration with Sales to help clients plan & execute translation strategies.
• Responsible for ensuring Program Management collaboration with all Functional Managers and Teams (Tech, Language, Community Management) to help clients plan & execute translation strategies.
• Responsible for close collaboration and operational leadership to assigned global delivery teams, to ensure we are prepared to manage this work efficiently and effectively.
• Collaborate with Director Life Sciences Operations to measure and optimize account performance based on customer and sales feedback, and continually evaluate and define KPIs as well as deploy and implement actions to meet these.

Financial Ownership:

• Assist Program Managers and the Sales Team to drive revenue growth and successfully convert strategic opportunities.
• Review and report on all account costs, actual and projected, to successfully achieve target margins and budgets.
• Collaborate with Program Managers and Director of Life Sciences Operations in (re)evaluating operating models to ensure maximum efficiency for assigned accounts.
• Approve quotes as per Delegation of Authority
• Approve account plans from members of the account team.
• In partnership with the Sales Team, provide revenue forecast input to regular operations forecast and annual budget for assigned program(s).
• Responsible for accuracy and timeliness of financials, which includes budgeting, revenue recognition, invoicing and accounts receivable.
• Accountable for portfolio of accounts meeting defined Financial KPI's and for defining and deploying actions needed in order to meet these.
• Accountable for ensuring Program Managers create and execute C-MIP, meeting defined success criteria
• Operations & Production Leadership:
• Lead the day-to-day client operations of the account and accountable for the commitment to the agreed and consolidated project process.
• Provide leadership and management to program managers assigned to client accounts on account strategies, resolution of escalated risks, and systematically monitoring quality and delivery performance to ensure defined customer needs are consistently met.
• Work in partnership with Production to ensure adequate feedback on performance and needs is supplied for resources assigned to the account(s), in order to ensure needed capabilities are met.
• Contribute to regular resource allocation meetings with Program Managers and Production Management, monitoring functional loads, developing resource optimization and workflow plans.
• Partner with community management to ensure successful management of localization vendor relations, driving up quality, efficiency in parallel with cost-efficient sourcing.

Team Development:

• Responsible for recruitment, training, development, and performance evaluation of program management group for scope of business.
• Ensure team has necessary tools & resources to efficiently complete their responsibilities and exceed customer delivery expectations.
• Develop budget for group needs aligned with sales forecast models and scale the team proactively to support the growth and nature of business.

Success Measures & Metrics:

• Determine, manage, and meet Key Performance Indicators (KPIs) for the defined portfolio of accounts related to target revenue, profitability, quality, on-time delivery, and customer satisfaction (NPS).
• Evaluate and report to Director Life Sciences Operations on performance against customer expectations and company averages.
• Compliance with defined strategy, goals, processes, tools and tasks as defined by Director Life Sciences Operations.
• Ensure all CAPA records are up to date and all root cause analyses, corrective actions, and follow up resolutions are accurately tracked and followed up on. Collaborate with Quality to ensure ongoing trending of CAPA causes, and to define and implement associated improvement actions.
• Foster good, positive high performing culture within the team.
• Adherence to defined values within Lionbridge.

Global Partnership Building:

• Partner with peers and global sites to leverage and measure the performance of mutually beneficial best practices.
• Other duties as assigned.

To Be Successful You Will Have

• Minimum 6+ years of Localization industry experience in project management or comparable roles
• 3 years' clinical outcome assessment industry experience
• 2 years' life sciences industry experience
• 2 years' people management experience
• High-level client exposure with the ability to communicate information thoroughly
• Experience identifying and managing KPIs related to revenue, profitability, quality, and product delivery
• BA/BS required. Advanced business degree preferred (Master's a plus)
• Account development experience
• Strong analytical/problem solving skills.
• A consistent, "can do" attitude.
• Excellent verbal and written skills
• Strong negotiating skills
• Proven leadership skills
• Strong presentation skills

What You Can Expect

• To work for the world's #1 globalization company, one of America's Most Loved Workplaces, and one of Newsweek's America's Greatest Workplaces for Diversity 2024
• To be part of a team as passionate and collaborative as you are
• The opportunity to put your vision, ideas, and best practices into production.

Our People are Our Pride – Benefits and Perks

• Competitive pay based on the work you'll do here and not your previous salary. Expected Compensation range: $105,00 to $115,000 USD/year dependent on experience.
• Health Coverage for you and your family with multiple plan options: Health, Vision, Dental; as well as HSA and FSA eligible programs
• Generous Paid-Time-Off and 10 Company Paid Holidays, as well as Floating Holidays, Paid Volunteer Days and an additional Paid Day Off for your Birthday
• 401k with company match
• Free access to Lionbridge's Employee Wellness Platform and Employee Assistance Program to support both physical and mental health
• Earn extra money in your HSA for completing Wellness Incentive goals through employer contributions
• Career guidance with learning and development opportunities along the way, backed by Lionbridge's Internal Mobility and Referral Bonus programs

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. Through our world-class platform, we orchestrate a network of passionate experts across the globe who partner with brands to create culturally rich experiences. Relentless in our love of linguistics, we use the best of human and machine intelligence to forge understanding that resonates with our customers' clients. Based in Waltham, Massachusetts, Lionbridge maintains solution centers in 24 countries.

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.

Breaking Barriers. Building Bridges.

Lionbridge embraces equal employment opportunity and a diverse workforce, making hiring and employment decisions based on individual merits and talent without regard to any protected status.

If you believe you need a reasonable accommodation in the online job application process for a posted position, please contact us at for assistance.