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 400,000 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.
Job Description Summary
The Squad Lead is responsible for delivering language services and solutions to Welocalize accounts. The Squad Lead manages or directs a team (I.e., squad) that works together for delivering language services. The squad lead engages with account teams to understand client requirements, engages internal and external resources in the fulfilment of those requirements, crafts and delivers client solutions. These solutions are based on the Welocalize Four Pillars of Customer Service, Quality, Innovation and Global Teamwork. The Squad Lead acts as the spokesman and facilitator of the Squad and is accountable for achieving assigned Objectives and Key Results (OKRs).
MAIN DUTIES：
Overall
· In concert with Language Operations leadership, define quarterly Squad OKRs in alignment with the company OKRs.
· Define squad roles and responsibilities based on achieving OKR results.
· Measure and report OKR result progress on a weekly basis; proactively identify actions and opportunities to achieve and exceed objectives.
· Responsible for performance management (supervision, coaching, career development, and people activities such as time off and expense approval) of direct reports.
· Design, implement, and deliver language services solutions.
· Monitor financial and operational metrics (KPIs). Implement and execute improvements resulting in optimised customer solutions, operational leverage, improved cost per word sold, resource productivity and capacity utilization.
· Facilitate effective interaction and encourage synergies between the different roles within the Language Operations.
· Drive the adoption of existing and new production tools (e.g. Relay, PBI, WD) in compliance with defined processes and procedures.
· Oversee and/or handle issue management: client escalations, CAPAs initiatives, vendor performance or internal escalations.
· Point of escalation for Squad team members.
· With the squad team, manage and forecast team capacity. Determine when capacity must be increased or reduced based on financial and operational performance metrics.
· Responsible for training of new Squad team members.
· Drives their squad’s success in the assigned functional area of responsibility of Language Operations department: