Program Manager

Who you are

Bachelor's degree

• Experience in program or project management
• Experience working cross functionally with tech and non-tech teams
• Experience in defining and implementing process improvement initiatives using data and metrics
• Experience defining program requirements and using data and metrics to determine improvements
• Speak, write, and read fluently in English
• Experience managing mechanisms at scale (audits, scoring frameworks, calibration programs)
• Experience defining and executing quality assurance or quality governance programs
• Demonstrated ability to influence without authority — driving alignment and outcomes across teams with competing priorities
• Experience working effectively with science, data processing, and software engineering teams
• Familiarity with MQM (Multidimensional Quality Metrics) or similar quality scoring frameworks
• Experience with machine learning concepts and LLMs, particularly understanding how human annotation data is used for model training and evaluation
• Experience with inter-annotator agreement measurement and calibration methodologies (e.g., Cohen's Kappa, Krippendorff's Alpha)
• Experience managing vendor/supplier quality in a multi-vendor environment
• Knowledge of translation technology (TMS, CAT tools, MT engines)
• Track record of critically re-evaluating and redesigning established processes to improve outcomes

What the job involves

• We are seeking a Program Manager to own and drive quality mechanisms and frameworks across Translation Services Operations (TSOps)
• This strategic role is responsible for defining quality standards, governing quality assurance programs, and ensuring the integrity of quality data that serves as the golden standard for machine translation and LLM model development
• The PM will serve as the primary Quality point of contact for cross-functional programs and will partner closely with Linguistic, Central Program Management (CPM), Language Assets, and Science teams
• This is a high-influence, cross-functional role that requires driving outcomes through partnership rather than direct ownership of resources — the successful candidate will earn trust and deliver results by aligning diverse stakeholders around shared quality objectives
• Own end-to-end quality mechanisms including QA program design, QA of QA (proofreader performance auditing), and quality scoring frameworks across 60+ language pairs
• Define and maintain quality standards across services (Full MTPE, LMTPE, Revision, etc.) and content types (Retail, Product descriptions, Marketing, Instructional, etc.)
• Provide strategic guidance on quality frameworks for new client onboarding and new service launches
• Contribute to annual quality team goal-setting, including MQM score targets and projects goals
• Serve as the primary Quality POC for CPM on large-scale programs, ensuring quality requirements are embedded from program inception through delivery
• Partner with Linguistic teams to identify quality pain points, dive deep into data patterns, define Path to Green (PTG) quality improvement plans based on data analysis, and drive corrective actions
• Collaborate with Language Assets team on terminology, style guide, and reference material quality standards
• Design and implement mechanisms to measure and improve inter-annotator agreement (proofreader alignment), ensuring consistency and validity of quality scores
• Analyze quality trends using MQM scoring data, repeated error patterns, and vendor/linguist performance metrics to identify systemic issues and drive improvements
• Define and document quality SOPs, escalation paths, and decision frameworks
• Think critically about existing quality frameworks and processes, challenging the status quo and redesigning mechanisms when they no longer serve their purpose effectively