London, UK (Hybrid: 3 days p/week in-office)
12 month FTC (mat-cover), ASAP start

About the role:
This is a 12 month FTC maternity-cover for an ASAP start. We are looking for an experienced hands-on Senior Localisation Program Manager to own and optimise Product localisation.

Localisation efforts at Klaviyo are centred around linguistic excellence, teamwork and scale. We are responsible for the translation and cultural adaptation of all customer-facing content from performance-based marketing collateral to original training programs, the Klaviyo application and website, and our partner and developer portals. Our work is not just about translation and localization; it is about providing our customers with high quality localization and an experience that feels locally relevant and fuels international growth for both our customers and Klaviyo. Your primary responsibilities will be to:

1. Manage all localisation for Product, Help Centre and Customer Education, partnering closely with those teams to deliver high quality, locally relevant experiences across all supported languages.
2. Manage all language contractors (including freelance linguists, agencies and other language vendors), ensuring we have the right resourcing, quality, cost and workflows in place to support current and future localisation needs.
3. Contribute to scaling localisation overall, including the management of machine translation for all languages and helping to build an AI-first translation platform that enables faster, more scalable and more cost-effective localisation for Klaviyo.

How You’ll have an impact:

• End-to-end localisation ownership for Product, Help Centre and Customer Education: Plan, execute and manage localisation solutions for the Klaviyo Product, Help Centre and Customer Education teams, partnering closely with those teams to fully understand business goals, priorities and opportunities.
• Contractor and vendor management: Source, onboard, train, develop and manage a highly effective network of linguists and language partners (including freelancers, agencies and other vendors) that consistently deliver high-quality output across all languages and content types.
• Language quality management: Define clear expectations and quality standards for all languages, set up scalable review and feedback loops, and manage performance to ensure we meet or exceed quality, timeliness and cost targets. Own and manage the Klaviyo Language hub (language governance) and associated processes across all languages. 
• TMS and MT ownership: Own and manage our TMS (Smartling) as it relates to Product, Help Centre and Customer Education, ensuring optimisation for different content types, CMSs, language assets and resources, and integrating and managing machine translation within our workflows for all supported languages.
• AI-first translation platform: Partner with Engineering, Product, Data and other internal teams to help design and build an AI-first translation platform that leverages MT, generative AI and automation to increase localisation speed, consistency and scalability while maintaining quality.
• Transform workflows by putting AI at the centre, building smarter systems and ways of working from the ground up.
• Collaboration across the Localisation team: Collaborate with the broader Localisation team to deliver a high-quality localised experience for international customers, drive scale in localisation, and resolve issues and blockers quickly.
• Champion the international customer: Be a champion internally for the international Klaviyo customer, ensuring their needs are represented in content, product decisions and localisation priorities.
• Perform other related duties as assigned.

Who you are: 

• 5+ years of experience in a comparable localisation role on the buyer/ client side
• Deep understanding of localisation concepts, methodologies, tools and assets, and demonstrated experience of designing and implementing localisation solutions at scale, including hands-on experience with TMS and MT/ AI-driven workflows
• Experience leading product localisation across multiple languages
• Ability to to partner with internal teams and influence roadmaps to ensure localisation is embedded early and effectively
• Ability to hold self, teams and contractors accountable to a high quality standard
• Ability to create and deliver a localisation roadmap of tools and processes, including the integration and optimisation of machine translation and AI-driven capabilities
• Demonstrated experience working with industry software and tools. Experience with Smartling is a plus.
• Authorisation to work in the UK without restriction.
• You’ve already experimented with AI in work or personal projects, and you’re excited to dive in and learn fast. You’re hungry to responsibly explore new AI tools and workflows, finding ways to make your work smarter and more efficient

Soft-skills: 

• Excellent organisational and multitasking skills, and strong attention to detail
• Excellent communication and interpersonal skills, both written and verbal in English
• Strong time management and prioritisation skills with a proven ability to meet deadlines and make trade-offs.
• Strong analytical and problem-solving skills.

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