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 centrepiece 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 (a self-service interface that sits on top of the Unbabel platform) 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.

 

You'll help create understanding by

• Building and developing trusted-advisor relationships with key accounts, client stakeholders and executive sponsor
• Serving as the primary point of contact for all client operational needs from post initial sale through on-going 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 inter-connected projects involving multiple internal and external stakeholders
• Understanding the challenges of Machine Translation and by having a good knowledge of state-of-the-art MT/NLP technologies-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
• Having a “roll up your sleeves” attitude
• Ensuring customer satisfaction.

You'll move the needle if you have

• Bachelor’s degree in linguistics, translation, business administration or related fields
• Proven 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 leadership, time management, facilitation, and organizational skills
• Robust working knowledge of change management principles and performance evaluation processes