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Role Summary 

The Senior Program Manager is a results-driven and an experienced innovative program and people leader within DataForce who is responsible for the operational success of DataForce by promoting seamless team collaboration, engaging in process development, ensuring long-term program sustainability, and tracking and evaluating Key Performance Indicators (KPIs) at a program-wide level. The Senior Program Manager uses their project expertise and technical skills to train new team members, inspire teams working towards common program goals, assign projects, oversee all stages of projects, and assist with problem solving.

The Senior Program Manager is responsible for overseeing the successful execution of projects through their full lifecycle, coordinating project teams, and managing direct reports including Project Managers and Project Coordinators. They are also responsible for driving teams to enhance all areas processes, including evaluation of outsourcing performance, process, and technology innovation to improve productivity and profitability; and, for leading and contributing to strategic initiatives across DataForce. The Senior Program Manager owns the overall financial health of the program they run.

Role Responsibilities 

Enhance organizational excellence by establishing operational benchmarks, timelines, and resources needed to achieve strategic goals, proactively recommending and driving improvements as necessary, set standards for accountability and measurements of success

Take ownership of program-level performance reporting and improvement: analyze internal dashboards and monitor client KPI analysis

Set projects and programs KPIs, monitor and control them to align client's requirements, and as needed, take corrective actions 

Organize and integrate data to analytics and reporting tools - make sure all relevant data is tracked in accurate and timely manner, so all reports are available

Serve as a point of contact for the client with responsibility for communication, setting achievable service and delivery expectations, and ensuring these are fulfilled and satisfaction levels consistently tracked and maintained 

Align programs with organizational goals, and ensure the overall success of the programs

Support strategic planning and strategy implementation initiatives to aid improved customer satisfaction, consistent quality delivery, process efficiency, and increased profitability

Engage with internal teams to design and implement new initiatives to drive process improvement, quality procedures, and efficient workflow models. Promote cross-divisional information-sharing and training across DataForce and TransPerfect teams.

Hold line management responsibility, ensuring the team is at optimum performance, fully utilized, receives constructive feedback, and taking care of their well-being.

Work closely with executive leadership and make high-level decisionsManages, guides and provides mentorship to other program/project managers and project teams.

Establish, strengthen and expand client relationships and support development of new business opportunities and overall profitable revenue growth.

Identify up-selling opportunities and gaps and trends to support the Sales and/or Client Service team to maximize revenue potential through expansion and/or diversification of services and solutions.

Educate and inform client contacts regarding processes and services provided and best industry practices and build strong client relationships and trust in program services and solutions delivery.

Serve as an escalation point on individual projects as well as the overall program.

Role Requirements – Knowledge, Skills and Abilities 

Exceptional communication skills with the ability to communicate important project updates both verbally and in writingHigh level interpersonal and relationship building skills with ability to interact with stakeholders from all level of the organizationOutstanding teamwork and collaboration skills and the capacity to build and contribute to high performing teamsExperience managing AI ML data-related projects (including speech, text and computer vision data collection, data curation and annotation projects) Advanced in using platforms/systems/tools and techniques to plan, organize, and prioritize to ensure the successful completion of projects Demonstrated analytical, critical-thinking, problem-solving and decision-making skills – ability to analyze a situation and plan and implement a solution Established competency in the use of business applications and collaboration tools, including but not limited to the Microsoft suite of applications (Outlook, Excel, Word, PowerPoint, SharePoint, Teams) and Google Workspace suite of products

Role Requirements – Education and/or Experience 

Minimum Bachelor’s degree or its equivalent  7+ years’ relevant program/project finance management or in other roles with similar responsibilities Demonstrated success in end-to-end management of projects Ability to apply technology in solving business problems Experience managing information technology, data management, or similar technical projectsExcellent leadership skills - ability to manage/supervise teamsAI/Program Management industry experience Business English language proficiency

Preferred Role Requirements 

PMI certification or equivalentExperience managing AI ML data-related projects (including speech, text and computer vision data collection, data curation and annotation projects) Experience managing projects with crowdsourcing and remote resourcing solutions Experience working in a multinational/multicultural virtual working environment Proficiency in working with support ticketing systems Experience in working in a cross-functional/matrix organization Fluency in a language other than English language is a plus