Global Program Manager-Publishing Lionbridge
Bellevue, WA

Job Description

Our Global Program Managers (GPM) are innovative, customer-engaged and results-driven leaders. This role is accountable for customer success and all-up operations performance for a digital publishing service. This high-visibility position works directly with client contacts and stakeholders, so communication and the ability to clearly articulate project risks and action plans is critical to success. Our GPM will coordinate a team of Project Managers and Coordinators to build healthy business relationships, grow the business, and solve emerging challenges. Working experience in digital production, publishing, content management systems, localization, and budget activities (invoicing, SOWs, forecasting) is strongly preferred

Customer Engagement - You will be our primary point of contact for escalations and customer challenges. You need to be fluent in getting things done in an enterprise environment. We work with content and publishing to global Web sites, so strong written and verbal communication skills are required. Empathy and responsiveness to customers' needs, combined with problem-solving skills and the ability to function effectively in a fast-moving, rapidly-changing environment, are necessary for success.

Team Leadership - The GPM will lead a high-performing, globally-distributed team. You will identify and mentor high potential team members, developing them into future leaders. As a highly-visible contact for the program, you will be involved in business discussions with customers covering operational and financial topics, as well as partner internally with sales for finance operations.

Customer Satisfaction - At the core of what we deliver, you will need demonstrated passion for exceptional customer experiences that inspire the team to deliver results in customer satisfaction. Proactively monitor and act on customer feedback through internal tracking tools. Take ownership of the appropriate actions and report back to customers in a timely manner. Be curious and invested in the whys and hows of the customer business, anticipating changes that provide extra customer value

Agility - Moving between domains of expertise, especially in publishing and localization. Experience with content management systems, digital publishing, and web technologies strongly preferred. Our business continues to grow, with SEO, new localization partnerships, and emerging channels (applications, social media especially).

Operational Excellence - The GPM leads operational readiness, provide support in hiring, and will be invested in lowering service costs. Collaboration with multi-location, cross-functional teams is key, particularly with offshore delivery facilities, content platforms services and publishing production teams.

Business & Financial - The GPM is responsible for tracking, reporting and delivering on the overall financial health of the customer relationship. You will advocate and drive the identification and successful onboarding of new services to meet customer needs and Lionbridge financial targets. You will spearhead cross-functional work with global staff in driving process improvements that save time and money to impact the bottom line.

Key Responsibilities:

* Personally engage with customers as a program leader
* Empathize with customers' business needs and challenges
* Consult on publishing, production, and localization initiatives
* Establish, drive, and proactively report on project status
* Continuously align business requirements and project deliverables, negotiating buy-in at all stages of the process
* Ensure project milestones are defined, documented and reported from inception to project completion
* Manage risks and dependencies while being accountable for documented mitigation plans are in place


* Inspire innovative thinking and collaboration with internal technical, production, quality, community and content management teams.
* Through customer engagements, be aware of and actively seek out opportunities for increasing revenue from existing and potentially new business streams.
* Drive team performance through financial and operational KPIs in line with corporate performance and profitability goals. Lead teams in the achievement of these goals.
* Collaborate with and support Lionbridge sales teams to fully exploit revenue growth opportunities.
* Provide support as a key partner with customers throughout the sales cycle, contributing thought leadership as solutions are being crafted.
* Drive onboarding of new customers or new business streams with existing customers as appropriate.

Additional responsibilities:

* Be the primary communication link and escalation path across assigned customer programs.
* Provide guidance and direction to global operations teams for owned accounts.
* Establish and monitor KPIs and QBR processes internally and with customers.
* Deliver customer presentations to get buy-in and define project scope
* Provide executive updates and overviews on overall health of customer accounts to local and regional Lionbridge management as required.

Requirements of position:

* 5+ years of experience in project management, program management, finance or marketing. Prior localization, software, entertainment/gaming industry experience a plus
* BA/BS required. Advanced business degree preferred.
* Knowledge of enterprise content management processes and publishing tools.
* Experience with digital production tools and technologies, including HTML, CSS, SEO, and content management systems (CMS)
* Passionate about our customers, our technology and our people.
* Empathy and a natural curiosity
* Demonstrated success in driving complex programs
* Outstanding organizational skills and agility
* Superior judgment, team building, budgeting, and the ability to work under deadline pressure required.
* Experience in organizational change management
* Strong oral and written communication skills, including slide concept creation, requirements documents, reporting and presentation delivery
* Adaptability, flexibility and the ability to deal with ambiguity
* Strong project management and negotiation skills while working within established business priorities and constraints.
* Ability to establish instant credibility: perform as a leader who speaks and acts with confidence.
* A consistent "can do" attitude, acting quickly to rally individuals and teams around a common vision

IND17

LION19

Our Global Program Managers (GPM) are innovative, customer-engaged and results-driven leaders. This role is accountable for customer success and all-up operations performance for a digital publishing service. This high-visibility position works directly with client contacts and stakeholders, so communication and the ability to clearly articulate project risks and action plans is critical to success. Our GPM will coordinate a team of Project Ma u/nagers and Coordinators to build healthy business relationships, grow the business, and solve emerging challenges. Working experience in digital production, publishing, content management systems, localization, and budget activities (invoicing, SOWs, forecasting) is strongly preferred

Customer Engagement - You will be our primary point of contact for escalations and customer challenges. You need to be fluent in getting things done in an enterprise environment. We work with content and publishing to global Web sites, so strong written and verbal communication skills are required. Empathy and responsiveness to customers' needs, combined with problem-solving skills and the ability to function effectively in a fast-moving, rapidly-changing environment, are necessary for success.

Team Leadership - The GPM will lead a high-performing, globally-distributed team. You will identify and mentor high potential team members, developing them into future leaders. As a highly-visible contact for the program, you will be involved in business discussions with customers covering operational and financial topics, as well as partner internally with sales for finance operations.

Customer Satisfaction - At the core of what we deliver, you will need demonstrated passion for exceptional customer experiences that inspire the team to deliver results in customer satisfaction. Proactively monitor and act on customer feedback through internal tracking tools. Take ownership of the appropriate actions and report back to customers in a timely manner. Be curious and invested in the whys and hows of the customer business, anticipating changes that provide extra customer value

Agility - Moving between domains of expertise, especially in publishing and localization. Experience with content management systems, digital publishing, and web technologies strongly preferred. Our business continues to grow, with SEO, new localization partnerships, and emerging channels (applications, social media especially).

Operational Excellence - The GPM leads operational readiness, provide support in hiring, and will be invested in lowering service costs. Collaboration with multi-location, cross-functional teams is key, particularly with offshore delivery facilities, content platforms services and publishing production teams.

Business & Financial - The GPM is responsible for tracking, reporting and delivering on the overall financial health of the customer relationship. You will advocate and drive the identification and successful onboarding of new services to meet customer needs and Lionbridge financial targets. You will spearhead cross-functional work with global staff in driving process improvements that save time and money to impact the bottom line.

Key Responsibilities:

* Personally engage with customers as a program leader
* Empathize with customers' business needs and challenges
* Consult on publishing, production, and localization initiatives
* Establish, drive, and proactively report on project status
* Continuously align business requirements and project deliverables, negotiating buy-in at all stages of the process
* Ensure project milestones are defined, documented and reported from inception to project completion
* Manage risks and dependencies while being accountable for documented mitigation plans are in place


* Inspire innovative thinking and collaboration with internal technical, production, quality, community and content management teams.
* Through customer engagements, be aware of and actively seek out opportunities for increasing revenue from existing and potentially new business streams.
* Drive team performance through financial and operational KPIs in line with corporate performance and profitability goals. Lead teams in the achievement of these goals.
* Collaborate with and support Lionbridge sales teams to fully exploit revenue growth opportunities.
* Provide support as a key partner with customers throughout the sales cycle, contributing thought leadership as solutions are being crafted.
* Drive onboarding of new customers or new business streams with existing customers as appropriate.

Additional responsibilities:

* Be the primary communication link and escalation path across assigned customer programs.
* Provide guidance and direction to global operations teams for owned accounts.
* Establish and monitor KPIs and QBR processes internally and with customers.
* Deliver customer presentations to get buy-in and define project scope
* Provide executive updates and overviews on overall health of customer accounts to local and regional Lionbridge management as required.

Requirements of position:

* 5+ years of experience in project management, program management, finance or marketing. Prior localization, software, entertainment/gaming industry experience a plus
* BA/BS required. Advanced business degree preferred.
* Knowledge of enterprise content management processes and publishing tools.
* Experience with digital production tools and technologies, including HTML, CSS, SEO, and content management systems (CMS)
* Passionate about our customers, our technology and our people.
* Empathy and a natural curiosity
* Demonstrated success in driving complex programs
* Outstanding organizational skills and agility
* Superior judgment, team building, budgeting, and the ability to work under deadline pressure required.
* Experience in organizational change management
* Strong oral and written communication skills, including slide concept creation, requirements documents, reporting and presentation delivery
* Adaptability, flexibility and the ability to deal with ambiguity
* Strong project management and negotiation skills while working within established business priorities and constraints.
* Ability to establish instant credibility: perform as a leader who speaks and acts with confidence.
* A consistent "can do" attitude, acting quickly to rally individuals and teams around a common vision

LION19