Under the supervision of a Program Manager (including Associate or Senior level), the Senior Project Manager works closely with other project team members, Language Delivery (LxD) teams, Technical Services and Quality Assurance, and is assigned to clients of varying size and scope of work. The Senior Project Manager is responsible for successful project delivery and positive client experience including effectively addressing issues escalated from others and growing the accounts potential based upon predefined objectives.

The Senior Project Manager oversees day-to-day project activities and ensures that production and project objectives are met including budgetary and KPI requirements. The position also regularly collaborates with teams to discuss open and emerging business issues for assigned accounts as well as to make recommendations for improvements and support their implementation. The Senior Project Manager may oversee the activities of junior team members including work allocation.

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.

Key Responsibilities

Client Service

• Defines and implements metrics to achieve client satisfaction.
• Leads the effort with other project team members, Technical Services and Quality Assurance to create and maintain custom client workflows.
• Engages with key client contacts to educate them on new initiatives and process improvements.
• Provides reports on account Key Performance Indicators (KPIs).
• Leads the client post-mortem process.
• Acts as a point of escalation for client and project issues.
• Manages account relationships (relevant for day-to-day activities) to enable a positive service experience.
• Leads presentations educating clients about particular projects, project types, or about RWS Regulated Industries in general.
• Maintains positive client perceptions.
• Ensures client satisfaction by proactively seeking and offering solutions.
• Responds to client requests in a timely manner.

Project Management

• Approves quotations created by others.
• Engages in quotation preparation, including complex and strategic requests.
• Ensures ISO requirements are being met.
• Identifies, communicates, and manages production risks as appropriate to eliminate potential pitfalls or obstacles.
• Ensures strict adherence to deadlines, budgets, and the completion of high-quality deliverables.
• Supports the use of project management best practices and attention to quality objectives.
• Launches and coordinates standard and complex projects, which include functions such as negotiating budgets, scheduling, resource allocation, and work assignments.
• Oversees strategic project and account kick-offs.
• Produces reports and develops internal post-mortems to help improve processes and reduce risk.
• Reviews Profit & Loss report for projects. Provides rationale and corrective action for items not meeting budget.
• Ensures the receipt of all purchase orders, approves invoices, and escalates payment issues where necessary.
• Collaborates with cross-functional teams on CAPAs.
• Ensures timely and professional completion of root cause investigations and CAPA reports.
• Supports escalation and team oversight during the absence of (Associate) Program Manager.

Resource Coordination

• Works closely with Supply Chain on resource needs and planning.
• Works with Quality Assurance to ensure the highest level of quality.
• Creates and sends POs to external resources.
• Ensures project resources have the necessary tools and information to accomplish tasks.
• Alerts resources of schedule or scope changes.
• Provides feedback to Supply Chain on resource performance.

Account Development

• Works with Account Management/Business Development teams to achieve set KPIs.
• Collaborates with Account Management/Business Development teams to discuss identified risks and opportunities for account growth.
• Ensures key stakeholders are informed as appropriate regarding critical account activities, potential threats, and opportunities, and recommends appropriate actions.
• Supports the execution of approved account opportunities and their implementation.
• Participates in account-related meetings and leads presentations.
• Gathers information to forecast upcoming work for the production team.
• Supports Global Account team to improve overall budget, efficiency, and quality.

Teamwork

• Mentors junior staff where appropriate.
• May organize or allocate workloads across project team members for maximum capacity utilization.
• Makes recommendations for process improvements that improve efficiency, quality, and profitability.
• Supports project team members as necessary to perform and complete daily project tasks.

Skills & Experience

• Four-year college degree or equivalent in Business, English, Foreign Language, Social or Applied Sciences, or related field.
• Five or more years of demonstrated experience coordinating complex projects within the localization or translation industry.
• Successful customer service/account management experience, generally a minimum of four years, including at least three years of experience within the translation industry.
• Demonstrated successful leadership or mentoring experience, minimum two years.
• Advanced computing skills, including experience with TRADOS or other translation management tools (CAT, or Computer Aided Translation tools) and publishing applications (e.g., Frame-Maker, InDesign, etc.).
• PMP Certification is a plus.
• Verbal and written fluency in at least one foreign language is a plus.

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.