Language Operations Specialist
Unbabel
- Cebu City, Cebu
- Permanent
- Full-time
- Building and developing trusted-advisor relationships with key accounts, client stakeholders and executive sponsors;
- Serving as the primary point of contact for all client operational needs from post initial sale through ongoing operations;
- Contributing to the timely and successful delivery of our solutions according to client expectations and objectives by supporting project and development efforts;
- Helping define KPIs and reports according to both Unbabel and client needs;
- Onboarding customers to the Unbabel platform from start to finish;
- Developing and executing against a comprehensive plan and strict deadlines;
- Formulating, organizing and monitoring interconnected projects involving multiple internal and external stakeholders;
- Owning the customer's language operations, from linguistic resources implementation and management to engine customization management;
- Ensure quality performance standards are met through planning, prioritizing, testing, and issue resolution;
- Tracking and reporting on quality metrics and performance;
- Working with partners to extend reach & promote adoption;
- Support new opportunities in the Account Team, driving relevant activities to facilitate positive outcomes;
- Ensuring customer satisfaction.
- Bachelor’s degree in linguistics, translation, project management or related fields;
- Experience in program/project management roles working with language operations teams in customer service, LSPs or the like OR;
- Proven experience in advanced program/project management roles working with language operations teams in customer service, LSPs or the like OR;
- Advanced experience in advanced program/project management roles working with language operations teams in customer service, LSPs or the like.
- Outstanding Customer Facing skills: Managing large accounts, exceptional stakeholder management, support extensive change management processes, senior partnership/alliances management proven track record;
- Knowledge of risk management principles and practices;
- Experience working with cross-functional teams, especially technical;
- Strong working knowledge of CRM systems (Salesforce, Zendesk, Freshdesk, Helpshift, Intercom, etc);
- Technical skills and good knowledge of the state-of-the-art in translation/localization studies, linguistic analysis, NLP and/or AI;
- English fluency (spoken and written). Proficiency in another language is a plus;
- Ability to quickly grasp technical concepts and to learn in-house tools.
- Exceptional time management, facilitation, and organizational skills;
- Robust working knowledge of change management principles and performance evaluation processes;
- Having a “roll up your sleeves” attitude and adaptable to change.
- Core hours are from 10am until 6pm, Mon-Fri, with some flexibility where required.
- 18 days paid holiday/year with an additional day starting in the 3rd year.
- Health and Life Insurance.
- Government-mandated Benefits.