Under the general supervision of a Vice President of Operations, the Program Director is a strategic, client facing, results-driven, and innovative operations leader. The role is accountable for customer relationships, end-to-end program delivery, and driving profitable growth. The Program Director is responsible for the management of multiple client program teams of varying size and complexity; monitoring their performance for profitability, client satisfaction, on-time delivery, and quality; and identifying and implementing changes as necessary in support of business goals.
The Program Director supports the development of functional business strategy by providing insights, analysis and guidance related to current and anticipated future state of programs. The role may develop, implement, and follow through on approved action plans to achieve strategic objectives and coordinate corrective measures where appropriate.
About Transform
At RWS, we enable the world’s largest enterprises to communicate with global audiences through cutting-edge language technology, AI-driven solutions, and expert services. Our RWS Transform division empowers organizations to accelerate digital transformation, scale global content, and unlock growth in every market.
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.
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Key Responsibilities
Job Overview
- Engages with customers as a senior operational leader.
- Analyzes and evaluates customer business issues and leads teams to execute defined solutions across all service offerings.
- Is accountable for increasing organic program revenue, managing margin, and other KPIs.
- Collaborates with operations leadership to ensure customer satisfaction and implements continual process improvement, measurement/benchmarking, and automation across all lines of service delivery.
- Records, analyzes, and evaluates the performance of delivery teams and external suppliers to achieve high levels of customer satisfaction, quality, and profitability.
- Is responsible for the analysis, evaluation, and generation of operational revenue forecasts and partners with the sales team on the evaluation and generation of sales forecasts.
- Provides support as a key interface with clients at the last stage of the sales cycle; provides thought leadership for solution generation; drives transition and onboarding of new clients as appropriate.
- Serves as the overall escalation point for assigned customer account(s).
- Leads operational discussions with the customer and proactively monitors and shares customer feedback received through the client feedback database, ensuring appropriate actions are taken and shared with the customer in a timely manner.
- Leads in formulating, interpreting, implementing, and measuring processes for company service offerings.
- Develops and certifies programs for operational readiness, supports hiring, and focuses on lowering costs related to client solutions and services.
- Is accountable for the overall financial health of the accounts.
- Collaborates with site and senior business unit leadership to drive teams in improving all areas, including process, people, and technology. This could include, but is not limited to, evaluation of the P&L statements, outsourcing performance and behavior, and innovation of process and technology to increase productivity and/or profitability.
- Understands and adheres to company Quality Management System (QMS) requirements including but not limited to ISO standards.
- Supervises, sets performance standards, and evaluates assigned personnel for the purpose of ensuring their department and individual performance objectives are met.
- Analyzes department work levels and receives appropriate approval for changes in staffing levels/positions to meet business unit work needs. Participates in the selection process for new employees.
Skills & Experience
- Ability to provide leadership for employees and provide clear direction, while meeting goals and objectives in a respectful manner.
- Ability to communicate with, train, and lead employees through changes in procedures, client requirements, and other operational issues.
- Strong communication and negotiation skills, including relationship building and presentation.
- Excellent follow-through skills with the ability to drive processes and decisions to closure.
- Strong analytical and problem-solving skills.
- Ability to communicate clearly with stakeholders and resolve issues or complaints in a professional and efficient manner.
- Strong organizational skills in a fast-paced, deadline-driven environment.
- Ability to prioritize and coordinate competing work demands and maintain composure under pressure.
- Fluent English verbal and written communication skills, along with strong presentation skills.
- Ability to carry out written and oral instructions.
- Ability to effectively complete root cause analysis.
- Ability to understand, apply, and use personal computers and software applications.
- Ability to maintain confidentiality of company financial information as well as other sensitive information.
- A team player who can lead and collaborate effectively with a diverse group of individuals.
- Possess teamwork and consensus-building skills with an ability to establish and maintain cooperative working relationships with others.
- Familiarity with and understanding of inter-departmental functions to most effectively manage projects and supervise staff.
- Ability to develop systems and processes from the ground up, communicate those systems outwardly, and win support from colleagues and supervisors as needed.
- Ability to exercise discretion and independent judgment in relation to work responsibilities, working with minimum supervision.
Qualification Profile
Any combination of education and experience providing the required skill and knowledge for successful performance would be qualifying. Typical qualifications would be equivalent to:
- College/university degree in Business, English, Foreign Language, Social or Applied Science, or related field.
- Demonstrated experience coordinating complex projects within the translation/localization industry, with a preference for a background in medical/ pharmaceutical/ life sciences translations. Experience in managing Linguistic Validation projects.
- Successful customer service/account management experience within the translation industry.
- Demonstrated successful leadership or mentoring experience.
- A progressive record of increasing responsibility in management leading up to a senior management position, including successful performance in operations management.
- Exceptional track record of successfully managing relationships with clients, internal stakeholders, and the management team.
- Experience operating in a fast-growing, publicly traded international company.
- PMP or PgMP Certification is a plus.
- Verbal and written fluency in at least one foreign language is a plus.
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.
