RESPONSIBILITIES:

• Drive the use of AI across the Production team, responsible for finding agent-driven solutions to optimise all aspects of the production workload.

• Consult and work closely with a range of Enterprise customers to understand their business needs and align LILT’s SLAs and KPIs to measure, achieve and exceed these.

• Lead implementation of processes and systems to meet customer requirements — including customised workflow, project management, invoicing and service delivery — with automation and agentic tooling at the core of solution design.

• Leads the onboarding of new customers, taking an AI-first approach to accelerate and standardise onboarding.

• Scopes new services, including pricing proposals and SLAs, using intelligent tooling to support scoping, estimation and proposal development.

• Provides local support in the required time zone for direct customer engagement on strategic topics and initiatives.

• Lead complex remediations from beginning to end; participate in LILT’s continuous improvement program, using automation to identify root causes and prevent recurrence.

• Work cross functionally to develop AI agents to manage multi step processes, allowing Production Staff to focus on high level goals and edge cases.

• Eliminate waste and quality issues from Production processes by agentising workflows and processes as much as possible.

• Maintain and exceed performance against KPIs, with automated monitoring and reporting, to include, but not limited to:

  • Account Health

  • Onboarding (Time to first dollar)

  • Customer SLAs

  • QRM resolution time

  • Healthy account portfolio financials

DUTIES:

• Onboards new customers and service lines with the appropriate people, processes and tools.

• Produces competitive and well reasoned quotations, with necessary caveats and assumptions.

• In collaboration with Solutions and Product, will drive the implementation, testing and iteration of complex technical production workflows to ensure optimal efficiency.

• Demonstrates strong analytical capabilities to monitor and control production team performance against KPIs

• Directs tasks for production resources to meet and exceed KPIs and customer SLAs

• Regularly reports internally and externally on production metrics, performance against objectives (including KPIs and customer SLAs), explaining trends, addressing shortfalls proactively with cross-functional action plans.

• Communicates seamlessly with client contacts, local colleagues, freelancers and internal project team members.

• Manages production escalations, drives RCA and CAPA to completion.

• Conducts post-mortems on key account initiatives, sharing results and planning follow-up actions with key stakeholders to ensure continuous improvements and learnings.

• Implements account onboarding, process and workflows, escalating requirements for customizations/deviations for appropriate consideration.

• Demonstrates a deep understanding of all production workflows and processes related to their accounts.

• Maintains up to date plans and documentation for account

• Monitors and enforces adherence to correct production procedures

• Leads the account portfolio team, identifies opportunities for training and development

• Works in close collaboration with Revenue and Customer Success to ensure comprehensive coverage and implementation of customer requirements while focusing on Production-specific SLAs

PREFERRED EDUCATION:

• Bachelor’s or Master’s degree in Languages, Translation, Linguistics

REQUIRED EXPERIENCE:

• 8+ years’ related experience managing Enterprise-level localisation programs

• Excellent client-facing and internal communication skills

• Solid organizational skills including meticulous attention to detail and multitasking skills

• Analytical and organized problem solving abilities

• Able to meet deadlines and work under pressure

PREFERRED EXPERIENCE:

• Experience in onboarding new customers’ localization programs

• Experience in managing complex workflows for Enterprise customers

• Prior team leading or management experience

AI is changing how the world communicates — and LILT is leading that transformation.

LILT's mission is to make the world's information available to everyone, no matter the language they speak. Join our global community who thrive on innovation and excellence. Our collective knowledge, uniqueness, and skills deliver multilingual AI and human-verified services to Enterprises, Governments, and AI Developers around the world.

Earn money. Have fun. Advance human knowledge. Work on diverse projects from anywhere, any time you want. Get paid quickly and fairly, and build your professional network in a supportive community—all through a streamlined application process tailored to your expertise.

Information collected and processed as part of your application process, including any job applications you choose to submit, is subject to LILT's Privacy Policy at https://lilt.com/legal/privacy.

At LILT, we are committed to a fair, inclusive, and transparent hiring process. As part of our recruitment efforts, we may use artificial intelligence (AI) and automated tools to assist in the evaluation of applications, including résumé screening, assessment scoring, and interview analysis. These tools are designed to support human decision-making and help us identify qualified candidates efficiently and objectively. All final hiring decisions are made by people. If you have any concerns, require accommodations, or would like to opt-out of the use of AI in our hiring process, please let us know at [email protected].

LILT is an equal opportunity employer. We extend equal opportunity to all individuals without regard to an individual’s race, religion, color, national origin, ancestry, sex, sexual orientation, gender identity, age, physical or mental disability, medical condition, genetic characteristics, veteran or marital status, pregnancy, or any other classification protected by applicable local, state or federal laws. We are committed to the principles of fair employment and the elimination of all discriminatory practices.