Job Title:    Program Director     
Location:    Seattle or Bay Area    
About RWS:

RWS Holdings plc is the world’s leading provider of technology-enabled language, content management and intellectual property services. We help our customers to connect with and bring new ideas to people globally by communicating business critical content at scale and enabling the protection and realization of their innovations.

Our vision is to help organizations interact effectively with people anywhere in the world by solving their language, content and market access challenges through our collective global intelligence, deep expertise and smart technology.

Customers include 90 of the globe’s top 100 brands, the top 10 pharmaceutical companies and 18 of the top 20 patent filers worldwide. Our client base spans Europe, Asia Pacific, and North and South America across the technology, pharmaceutical, medical, legal, chemical, automotive, government and telecommunications sectors, which we serve from offices across five continents.

Founded in 1958, RWS is headquartered in the UK and publicly listed on AIM, the London Stock Exchange regulated market (RWS.L).

For further information, please visit: www.rws.com

RWS Language & Content Technology: offering the latest innovations in language and content management technology to help enterprises engage with global audiences – across any device. Our language technology enables enterprises to automate and manage the entire content lifecycle. And our web content and structured content management technology supports the creation, translation and delivery of global content at scale – in ways that are efficient, secure and compliant. The combination of our language and content technology – enhanced with state-of-the art Machine Learning – offers the capability to manage the ‘end-to-end’ translation supply chain.

About The Role:
The Program Director is responsible for creating and maintaining selected key enterprise accounts with the ultimate goal of increasing revenue stream generated by the allocated customers. The Program Director will play a critical role in driving revenue growth and profitability in assigned enterprise.

Responsibilities: 

• Oversee interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Account Team (senior managers) will provide critical support and leadership on all of these activities.  
•  Manage revenue and profitability MTD, QTD, YTD. Track forecasts to actuals, have direct responsibility for P&Ls and assist A/P to optimize cash flow through prompt invoicing, as well as resolving delayed payments. 
• Formalize the strategy for working with accounts in Account Penetration Plans (APPs), using the LAMP methodology and evaluates fulfillment of goals & actions set in the plans. 
• Oversee Managers responsible for successful fulfillment of customer projects, who will be responsible for the following: 
• Ensure all project-relevant information are available to production team
• Conduct project team building meetings to ensure that both sides are clear on the individual members’ roles and responsibilities 
• Advise their reports on all issues, on which the report is not clear 
• Overlook a smooth execution of customer projects on RWS side 
• Act as an escalation point, participate in resolution of major account problems relative to relationship, quality, timeliness and cost  
• Supervise the analysis of client-specific requirements, tools, and processes. Lead innovation on production approaches. 
• Organize and lead Key meetings (QBRs, Milestones, RCAs) and calls; ensure meetings are recorded and distribute meeting minutes and monitor delivery of agreed action items.
• Lead collaboration with directors of cross-functional teams such as vendor management (BPG), quality (MLS) or development to plan and track the contributions of these internal service divisions to the goals assigned to enterprise accounts.
• Proactively identify and develop new business opportunities (for sale of current or new company products or services) with existing customers based on thorough knowledge of customer organization, culture, needs and requirements.
• Set revenue goals for existing clients based on historical data and knowledge of customer business development; compare the planned and real volume of work, identify reasons for discrepancies and implement changes to ensure a better future planning
• Create and maintain personal relationships with assigned customers, as well as new contacts within the customer's organization
• Responsible for quarterly reporting to SMT and COO for account results and plans
• Regularly evaluate customer satisfaction & perform account reviews in order to determine the efficiency of current strategy and identify opportunities for improvement of cooperation
• Determine pricing targets and service mix that are in line with profitability expectations
• Act as the face of RWS for business issues and as the escalation path for solving problems and issues
• Act as the customer’s representative within RWS making sure that all their needs are met in the best possible way
• Share knowledge with other Managers, contribute to ongoing improvement of the account development process and create best practices
• Build, mentor, coach, train, monitor, assign and set objectives for team of reports
• Solves issues or disagreements, identify causes and sets corrective/preventive action
• Regularly follow industry news and trends. Improve his/her knowledge through active participation on trainings and self-trainings
• Regularly monitor clients' satisfaction with RWS work and take improvement actions
• Availability to travel domestically and internationally to clients or RWS offices as necessary

Requirements:

• University Degree; equivalent combination of education and experience may be substituted
• Minimum of 8 years of operations experience, with at least 3 years of that in Localization
• Minimum 2 years of people management experience; experience managing a team of 15 or more people preferred
• Experience in participating in new client sales cycles including presentations, analysis, recommendations and relationship development
• Experience in financial management and budget to actual management
• Demonstrated success at managing 1M + accounts and/or projects
• High-level sales experience
• Proven experience in development of processes and ideas
• Experience leading 30M + business units (BUs)
• Ability to analyze and interpret inquiries or complaints from enterprise customers, including all levels of stakeholders
• Ability to effectively present information to top management
• Excellent interpersonal, written and verbal communication skills
• People management and leadership ability and track record of establishing strong relationships, working effectively through others in order to accomplish business objectives
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, and volume in line with positions’ financial accountability and business objectives
• Proven ability to think strategically and articulate ideas and plans with the professional maturity to participate at senior management level 
• Advanced reporting skills in applicable tools
• Knowledge of sales tools (SFDC)
• High level knowledge of commercial translation tools and technology
• High level knowledge of commercial testing tools a plus

Benefits: 

• Amazing benefits. (Seriously!)
• Infinite training, professional development and personal growth opportunities.
• The rare opportunity to impact how organizations communicate globally. There’s a reason we work with 90 of the top 100 brands.
• Smart, engaged co-workers, a culture of diversity, innovation and opportunity.
• Great work life balance!

Life at RWS - We work hard together to deliver for our customers; our expertise, professionalism and determination to never let others down drives  us to be passionate and serious about what we do, deliver customer value, yet always adding a human touch  

As a company focused on connecting people through language, diversity and inclusion are fundamental to our company culture. RWS is an Equal Opportunities Employer and we are committed in ensuring that all employees work in an environment free from all forms of harassment and discrimination and one that actively promotes teamwork, diversity and trust. All employees have a right to be treated with respect and dignity. RWS operate in a manner for the inclusion of all - any form of discrimination is expressly prohibited. Employees are selected and promoted on merit alone and no other factors whether race, gender, age, religion, marital status, gender identity or disability are taken into consideration.

We are proud to work in a company where all can succeed and grow their career and while RWS operates in accordance with all local employment laws, if local law enables any form of discrimination this is against RWS company policy and we will adhere to the highest standard.   
 
RWS is an Affirmative Action Employer.  Qualified applicants will be evaluated for employment without regard to race, color, religion, sex, national origin, veteran, and disability status.  For more information about EEO/AAP legislation please visit: https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf

Recruitment Agencies: RWS Group 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.