Description
The Partner Engagement Team is responsible for measuring, monitoring, and optimizing performance of suppliers within a particular set of languages.
The Partner Engagement Specialist will make data-driven decisions regarding the most suitable suppliers for standard service offerings.
Main Duties:
- Through engagement with Program Squad, make data-driven decisions regarding the most suitable suppliers for standard service offerings.
- Lead communication and onboarding of suppliers to new client programs, ensuring availability and suitability for such work.
- Maintain supplier skilling as it pertains to clients / Pantheon (proprietary) programs.
- Monitor utilization to ensure supplier usage is in alignment with strategies as defined by Program Operations, Partner Success, and Language Operations.
- Communicate with and support Talent Procurement in the creation of new recruitment campaigns to identify and onboard new suppliers to Welocalize.
- Ensure regular quality measuring of suppliers in alignment with Welocalize LQA strategy.
- Monitor and flag suppliers performing beneath defined Welocalize thresholds.
- Initiate Quality Improvement Plan (QIP), RCAs or CAPAs, as needed.
- For existing service offerings, liaise with Program Squad to understand customer capacity requirements and take appropriate actions to ensure such requirements are consistently met.
- Responsible for overall performance (internal & external resources) of the languages, capacity planning, resource utilization, OTD, and quality.
- Handle device assignment, shipment, return and reconciliation, plus security key issuance and revocation, with an accurate asset register.
- Triage access and device issues, maintain runbooks and SOPs, and enforce GDPR/CCPA privacy controls.
- Track SLAs such as time-to-provision, deprovisioning timeliness and MTTR, and look for automation to cut cycle time and errors.
Requirements:
- Proven experience in a fast-paced, client-centric environment, ideally in the translation or localization industry.
- Knowledge of the language services industry and a keen interest in its technology, process, competitive landscape, and emerging trends.
- Adept at data literacy; ability to understand and utilize data to make decisions of moderate complexity.
- Flexible attitude with the ability to manage multiple priorities in a fast-paced, time-sensitive, and deadline-driven work environment.
- Problem-solving mindset that can proactively assess and mitigate risk.
- Can work within a team, contributing to the team's success, or work independently as needed.
- Ability to prioritize ongoing projects based on business needs and urgencies that can arise.
- Excellent communication skills (written and verbal, fluent in English).
- Minimum of a BA/BS degree or equivalent experience.
Key Competencies:
- Is a strong Listener and effective Collaborator.
- Understands the importance of Objective & Key Results (OKRs) and is Results Orientated.
- Actively drives Performance and Delivers results.
- Proactively develops clear solutions to moderately complex problems.