Client Services Director, Data Transformation

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about 3 years old

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As a trusted global transformation partner, Welocalize accelerates the global business journey by enabling brands and companies to reach, engage, and grow international audiences. Welocalize delivers multilingual content transformation services in translation, localization, and adaptation for over 250 languages with a growing network of over 77,000 in-country linguistic resources. Driving innovation in language services, Welocalize delivers high-quality training data transformation solutions for NLP-enabled machine learning by blending technology and human intelligence to collect, annotate, and evaluate all content types. Our team works across locations in North America, Europe, and Asia serving our global clients in the markets that matter to them. www.welocalize.com

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

As a Client Services Director, you will be a remote employee assigned to the Data Transformation business unit within Welocalize and report directly to the Senior Client Services Director. The primary focus of this role is to mature and build the necessary operational infrastructure (people, process, tools) to support the rapid expansion of data annotation services and solutions. Customers include the largest global firms in technology, media, and e-commerce. The individual is an integral part of a global leadership team that requires proactively building internal engagement and working across functions, geographies, and domain expertise to deliver complex workforce solutions to support our customers’ ambitious AI-programs. The successful candidate must have experience in using data to manage P&L and drive operational excellence, including developing KPIs, operational SLAs, and financial forecasts.
 

Main Responsibilities

  • The following is a non-exhaustive list of responsibilities and areas of accountability of the Director of Client Services:

  • Represent Data Transformation operational expertise to collaborate on solutioning and pricing models for RFPs and sales proposal.
  • Contribute to and execute against the vision, strategy, and roadmap for maturing workforce solutions for data annotation, collection, and validation.
  • Incorporate a continuous understanding of evolving industry concepts around global workforce solutions and high-quality training data for AI.
  • Engage with Welocalize Innovation, Customer Success, Quality, Talent, HR and legal teams to ensure a holistic, coordinated approach to technical and cross-functional process challenges.
  • Collaborate with Talent & Quality teams to build and maintain a global ready managed and on-demand crowd that aligns with operational delivery requirements of our customers programs.
  • Develop evolving pricing models to support hourly, task, and performance based approaches for different types of employment or contracting scenarios, e.g. employee, freelancer, or agency relationships.
  • Develop and nurture the professional growth of direct reports and rising managers as part of ESAT goals set by VP of Data Transformation.
  • Drive strategy and execution of CSAT goals and overall profitability of customer programs under direct management, including pre-emptive management and guidance for high-risk and at-risk programs.
  • Requirements

  • Experience
  • Proven track record of creating and leading a high growth professional services organization.
  • Vast client relationship management experience, including demonstrated dedication at senior and C-level customer sponsors.
  • Extensive localization delivery experience preferred.
  • Proven ability to think strategically and articulate ideas and plans with the professional maturity to participate at senior management level. Excellent interpersonal, written and verbal communication skills. 
  • Demonstrated people management and leadership experience; track record of strong collaboration skills working effectively in a matrixed organization to deliver customer solutions and business results.
  • Experience and skill in participating in new and existing client sales cycles including presentations, analysis, recommendations and relationship development.
  • P&L management experience; demonstrated P&L accountability.

  • Supervisory Responsibilities:
  • Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
  • Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
  • Availability to travel for work commitments is a must.
  • Key Competencies

  • Requires Customer Centric approach and attitude to managing all aspects of the business.
  • Encourages Empowerment of the team.  Supports Escalation from their team in times when standard operating procedures are not able to address customer dissatisfaction.
  • Actively Drives assigned business unit/customer portfolio performance and has a Positive Impact on results.
  • Shows good Negotiation Skills And Situational Awareness.
  • Understands the importance of SMART objectives and is Results Orientated
  • Can establish & Develop Processes and procedures to improve operational efficiency.
  • Understands the need for and can provide Mentoring & Coaching to team members.
  • Other Relevant Skills

  • Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. 
  • Ability to effectively present information to top management.
  • Ability to consider multiple perspectives in order to devise the most suitable customer, personnel and business strategies.
  • Positive attitude in the face of adversity or change.

  • Basic Qualifications

  • Bachelor's Degree in business management, computer science, mathematics/statistics, computer engineering, or related technical discipline. Equivalent work experience is considered.
  • 7+ years of professional experience complex, fast-changing corporate environment.
  • 5+ years of business management and leadership experience in a related industry.
  • 2+ years of workforce solutions related to AI data, NLP, or related domain expertise.
  • Comfortable driving discussions with senior technical and management level personnel.
  • Strong written and verbal communication skills, comfortable presenting to internal and external stakeholders at all levels.