Job Purpose

Job Purpose Under the general supervision of the LV Project Management Supervisor or Department Manager, the LV Project Management Client Team Lead is a key member of the LV Project Management team and serves as a primary client contact and first-level escalation point to client team members. The role oversees day-to-day project activities within a team and ensures that production and project objectives are met including budgetary and KPI requirements. The position analyzes trends and regularly meets with teams to discuss open and emerging business issues for assigned accounts. Utilizing problem solving abilities, the LV Project Management Client Team Lead uncovers problems with systems, identifies areas for development, and makes recommendations for solutions. The role leads or actively contributes to special projects including implementing client-focused process improvements and liaises with the account management team to target specific areas for business growth within existing client relationships; assisting the team in achieving those goals where applicable.

About Transform

The Business Transformation Office (BTO) within RWS serves as a strategic hub responsible for driving and overseeing organizational and technology change initiatives aimed at enhancing corporate performance, efficiency and competitiveness. It plays a pivotal role in facilitating and orchestrating transformational efforts across various business functions and units, globally. At its core, RWS’s BTO functions as a catalyst for change, working closely with the Executive Leadership Team, departmental heads, and cross-functional teams to identify strategic priorities, define transformation objectives, and develop comprehensive roadmaps for execution. The Portfolio is business driven and often technology enabled. The BTO also acts as the reporting body from all the programmes and projects to the Executive Leadership and ensures there is an integrated plan across the portfolio. By aligning transformation initiatives with overarching business goals and objectives, the BTO division ensures that efforts are purposeful, coordinated and results-driven.

About Linguistic Validation, as part of our BTO

Linguistic Validation (LV) is a specialized business unit within RWS Regulated Industries that focuses on the translation, validation, licensing, and electronic implementation of Clinical Outcome Assessments (COAs). COAs are questionnaires completed during clinical trials which allow sponsors to collect data about treatment effectiveness, side effects, and health status directly from patients and caregivers. The LV Team is over 20 years of experience in the COA field, positioning us as the industry leader. Our team performs a wide variety of functions in addition to translation, including recruitment and interviewing of patients around the world, development of novel research for presentation and publication, expertise in licensing and copyrights, and management of electronic implementation of COAs (eCOA) in over 80 languages.

Job Overview

Key Responsibilities Client Service Communicates directly with assigned clients and builds collaborative relationships, identifies areas for improvement in current processes, and implements solutions that result in measurable efficiencies and quality improvements. Actively participates in client-facing meetings to ensure clients are kept informed regarding the status of projects and updated on the progress of process-improvement initiatives. Ensures client needs are addressed and issues are resolved. Analyzes trends and proposes, develops, implements and documents client-focused process improvement projects and/or action plans. Serves as first-level escalation point for Project Managers assigned to the client team, and provides guidance in resolving issues and escalating when appropriate. Independently troubleshoots and problem-solves issues, and determines best course of action for timely, effective and accurate resolution. Effectively performs root cause analysis.

Project Management

Serves as lead project manager and coordinates completion of the most complex projects. Communicates with clients on a regular basis to provide timely project status updates, ensure their needs are met, issues are resolved, describe company products and services, and to maintain and expand customer base. Coordinates with colleagues on the client team and in other departments for the purpose of ensuring efficient workflow and to ensure cost and time estimates are accurate and within company capabilities based upon available resources, and that orders are processed according to client requests. Coordinates with the Finance Department to ensure timely and accurate processing of invoices and payments for projects. Recommends policies, procedures and/or actions for the purpose of improving efficiency and product quality, and for providing direction for meeting the company's project management objectives. Understands and adheres to company Quality Management System (QMS) requirements. Assists in root cause analysis.

Resource coordination

Works closely with Vendor Management on resource needs and planning. Trains vendors in services provided by the Linguistic Validation business unit. Effectively conveys complex instructions to vendors and independently resolves situations as they arise. Evaluates vendor performance for quality, timeliness, and other operational factors related to completion of assigned tasks. Provide feedback to Vendor Management on external resource performance.

Teamwork

Assists in scheduling and assigning work within the team, setting work methods and performance standards. Modifies work assignments according to complexity and staff availability as necessary to meet the department’s objectives. Assists in the evaluation of team members in a timely and professional manner for the purpose of ensuring their department and individual performance objectives are met. Receives, reviews and responds to questions from Project Management staff for the purposes of employee development and resolving issues and implementing corrective measures as necessary to ensure proper workflow and client satisfaction, escalating as necessary to the department Supervisor and/or Manager. Coaches, develops and mentors staff. May participate in the selection process of new employees.

Skills & Experience

Any combination of education and experience providing the required skill and knowledge for successful performance would be qualifying. Typical qualifications would be equivalent to: Four-year college degree or equivalent in Business, English, Foreign Language, Social or Applied Science, or other related field. English (B2-C1) writing, speaking, listening is a must to have. Minimum four years successful project management experience within the translation/localization industry with preference for background working with linguistic validation projects. Successful customer service/account management experience, generally a minimum of four years, including at least three years’ experience within the translation industry. Successful leadership or mentoring experience. Prior supervisory experience preferred. PMP Certification a plus. Multi-language reading comprehension and written proficiency a plus.

Base Pay

$80k - $90k / year Actual rate of pay may vary based on factors including, but not limited to: position offered, location, education, training, and/or experience. Total compensation may also include variable incentives, bonuses, benefits, and/or other perks, as outlined in any formal offer made.

Benefits

Amazing benefits! (Seriously!) Generous paid time off package, starting at 25 days per year (10 sick and 15 vacation), plus company holidays, birthday day off, paid volunteer time, and 100% paid parental leave. Company-wide agile work policy with flexible work arrangements. Opportunities for training, professional development, and personal growth. Smart, engaged co-workers and a global culture of diversity, innovation, and opportunity. The rare opportunity to impact how organizations communicate globally. There’s a reason we work with 90 of the top 100 brands.

Candidates must reside in the following states to be considered

Federal, Arizona, California, Colorado, Connecticut , Florida, Georgia, Iowa, Illinois, Kansas, Massachusetts, Maryland, Maine, Michigan, Missouri, North Carolina, New Jersey, Ohio, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Virginia, Washington, Wisconsin. #LI -NVZ Life at RWS Life at RWS - If you like the idea of working with smart people who are passionate about growing the value of ideas, data and content by making sure organizations are understood, then you’ll love life at RWS. Our purpose is to unlock global understanding. This means our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong. We want every employee to grow as an individual and excel in their career. In return, we expect all our people to live by the values that unite us: to partner, putting clients fist and winning together, to pioneer, innovating fearlessly and leading with vision and courage, to progress, aiming high and growing through actions and to deliver, owning the outcome and building trust with our colleagues and clients. RWS embraces DEI and promotes equal opportunity, we are an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. RWS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability, or sexual orientation. RWS will not tolerate discrimination based on any of these characteristics.

RWS Values

Get the 3Ps right – Partner, Pioneer, Progress – and we´ll Deliver together as RWS. Recruitment Agencies: RWS Holdings PLC does not accept agency resumes. Please do not forward any unsolicited resumes to any RWS employees. Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.