Language Operations Specialist

2 weeks ago

Cebu City, Central Visayas, Philippines Unbabel, Inc. Full time
About Unbabel

The company's language operations platform blends advanced artificial intelligence with human editors, for fast, efficient, high-quality translations that get smarter over time. Unbabel integrates seamlessly in any channel so that agents can deliver consistent multilingual support from within their existing workflows. Making it easy for enterprises to grow into new markets and build seamless customer experiences in every corner of the world.

Based in San Francisco, California, Unbabel works with leading customer support and marketing teams at brands such as Facebook, Microsoft, , and Under Armour to communicate effortlessly with customers around the world, no matter what language they speak.

What's the opportunity about?

Committed to the vision of building universal understanding, Unbabel is seeking a cross-disciplinary Language Operations Specialist, a new category in which AI-powered, human-refined machine translation technology serves as the centerpiece to power an entire organization's language strategy, that helps global businesses communicate more effectively with their multilingual customers and stakeholders.

As a LangOps Specialist, you will provide the technical and linguistic support that allows a customer to scale its language operations. This support ranges from onboarding customers onto the Unbabel Portal to measure and empower their translation capabilities.You will be working with our biggest customers as well as internal teams like AI, Product, Engineering, Revenue, and other cross-functional teams. You are responsible to empower organizations' language operations of any size to reach the scale of a sophisticated, multinational corporation.

A successful candidate is a highly motivated individual who works comfortably and autonomously in a fast-paced environment. You have a demonstrated ability to manage priorities and projects and the right mix of organizational and communication skills.

Responsibilities
  • Building and developing trusted-advisor relationships with key accounts, client stakeholders and executive sponsors;
  • Serving as the primary point of contact for all client operational needs from post initial sale through ongoing operations;
  • Contributing to the timely and successful delivery of our solutions according to client expectations and objectives by supporting project and development efforts;
  • Helping define KPIs and reports according to both Unbabel and client needs;
  • Onboarding customers to the Unbabel platform from start to finish;
  • Developing and executing against a comprehensive plan and strict deadlines;
  • Formulating, organizing and monitoring interconnected projects involving multiple internal and external stakeholders;
  • Owning the customer's language operations, from linguistic resources implementation and management to engine customization management;
  • Ensure quality performance standards are met through planning, prioritizing, testing, and issue resolution;
  • Tracking and reporting on quality metrics and performance;
  • Working with partners to extend reach & promote adoption;
  • Support new opportunities in the Account Team, driving relevant activities to facilitate positive outcomes;
  • Ensuring customer satisfaction.
Requirements
  • Bachelor's degree in linguistics, translation, project management or related fields;
    • Experience in program/project management roles working with language operations teams in customer service, LSPs or the like OR;
    • Proven experience in advanced program/project management roles working with language operations teams in customer service, LSPs or the like OR;
    • Advanced experience in advanced program/project management roles working with language operations teams in customer service, LSPs or the like.
  • Outstanding Customer Facing skills: Managing large accounts, exceptional stakeholder management, support extensive change management processes, senior partnership/alliances management proven track record;
  • Knowledge of risk management principles and practices;
  • Experience working with cross-functional teams, especially technical;
  • Strong working knowledge of CRM systems (Salesforce, Zendesk, Freshdesk, Helpshift, Intercom, etc);
  • Technical skills and good knowledge of the state-of-the-art in translation/localization studies, linguistic analysis, NLP and/or AI;
  • English fluency (spoken and written). Proficiency in another language is a plus;
  • Ability to quickly grasp technical concepts and to learn in-house tools.
  • Exceptional time management, facilitation, and organizational skills;
  • Robust working knowledge of change management principles and performance evaluation processes;
  • Having a "roll up your sleeves" attitude and adaptable to change.
Benefits
  • Core hours are from 10am until 6pm, Mon-Fri, with some flexibility where required.
  • 18 days paid holiday/year with an additional day starting in the 3rd year.
  • Health and Life Insurance.
  • Government-mandated Benefits.
Diversity Statement

Unbabel is an Equal Opportunity Employer. We do not discriminate based on ethnicity, religion, colour, sex, gender identity, sexual orientation, age, or mental disability. Not only do we not discriminate, but we celebrate differences. If for whatever reason you need us to make reasonable adjustments and adaptations to our recruitment process, please let your recruiter know.

(We are not accepting candidates coming from recruitment agencies at this moment)


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